department of housing complaints nsw

For all other service providers, including Energy Australia, AGL and Origin, contact the Energy and Water Ombudsman NSW. This gives the agency a chance to fix the problem. not knowing what support is available. Tenants have a right to the peaceful enjoyment of their home and an obligation to abide by the conditions of their tenancy agreement. To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. Aboriginal people can apply for housing and access work and study opportunities, Learn about your rights and responsibilities as a tenant and request help with your home or tenancy or find out more about management transfers in some areas, Forms to apply for housing assistance, apply for private rental assistance or manage your tenancy with DCJ, Factsheets about applications, eligibility for housing assistance and tenancy matters, Policies about applying for housing assistance, including private rental assistance, and for social housing tenants, We're changing the way social housing is delivered and how we respond to homelessness in NSW, Resources for affordable housing, community housing and specialist homelessness service providers. Contact theHealth Care Complaints Commissioner. We can make inquiries with an agency if we consider there may be maladministration. Generally, as a first step you should contact the agency you want to complain about. Alternatively, you can ask the NSW Ombudsman to review your complaint. guide the standard of behaviour for DCJ employees who are managing complaints. We can only handle complaints about Sydney Water and WaterNSW. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. You can also help another person to make a complaint. You can also ask them to give reasons for the delay. An appeal can be made if you feel we have not followed . We cannot handle complaints about financial services, including: Contact the Australian Financial Complaints Authority (AFCA). They should have a complaint process for you to follow. You can call us to discuss your particular case. promise to improve our policies, procedures or systems. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. what you think should happen to resolve your complaint. Submitting a complaint You can submit a complaint or provide feedback by using one of the following methods: Via the online feedback form Email info@service.nsw.gov.au Phone 13 77 88 In person at any Service NSW Service Centre Write to: Customer Resolution Coordinator GPO Box 7057 Sydney NSW 2001 Complaints about our services We'll contact you within 2 weeks to give you an update on your complaint. A community housing organisation, housing association or housing provider: you need to contact them directly. Monitoring Community Services We promote and protect the rights and best interests of people using community services in NSW. State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. If possible, we will also give you an estimated timeframe for our response. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. Types of Complaints Investigated by FHEO. We cannot handle complaints about phone and internet companies for example, Telstra, Vodafone and Optus. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. Alternatively, you can contact your local DCJ Housing office launch. GPO Box 7057 You will need their permission to do this. refuges for women, children, men and families. If you work for the NSW public sector, see Making a public interest disclosure. Common complaints include: feeling unsafe. In NSW, government-owned and managed social housing is provided by the Department of Family and We can support people with disability and Aboriginal peoples, and have information in easy English and other languages, see Information in other languages. Contact the Telecommunications Industry Ombudsman. We cannot handle complaints about your employment or employer. For complaints about private health insurance, contact the Commonwealth Ombudsman. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. They're also able to make decisions on the spot about what needs to be done. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. When can I expect a response to my complaint? We cannot handle complaints about child support. Department of Communities and Justice (DCJ). Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities. Tenants are best contacting their tenancy manager of their housing provider. We also cannot handle complaints about private health services and providers. You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. Examples of matters the Housing Appeals Committee handles include: Information about making an appeal to the Housing Appeals Committee is available here: Housing Appeals Committee. If a complainant wishes to remain confidential or anonymous this request will be respected and the complaint investigated to the full extent possible, however the complainant will be advised that a confidential or completely anonymous complaint could at times inhibit the effective investigation of their complaint. Public housing Feedback and complaints about public housing Feedback and complaints about public housing Give feedback or make a complaint about public housing using the options below. National Relay Service 133 677Telephone Interpreter Service (TIS): 131 450We can arrange an interpreter through TIS or you can contact TIS yourself before speaking to us. An online form is available where the provider is registered under the NRSCH. However we can get information from these authorities that may better explain the decision for you. If a complaint is serious or complex, it may take longer. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. Enquiries and complaints can be made by telephone or in writing. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. We will need all the evidence you have to assess your complaint. what happens after you've made a complaint. You should briefly state your concern, and tell us what happened. You can complain to us about the administrative action or inaction of FACS in providing public housing and subsidised private rental, or the service provided by LAHC contractors. Child Protection Helpline - 13 21 11 Disaster Welfare Assistance Line - 1800 018 444 Link2Home Homelessness - 1800 152 152 Domestic Violence Line - 1800 656 463 Services and support General enquiries Independent Commission Against Corruption (ICAC), making a public interest disclosure (whistleblowing), make a complaint about custodial services, Australian Financial Complaints Authority, Office of the Legal Services Commissioner, Email or post this page in social media sites, dishonest, unfair or unreasonable behaviour, Department of Education (including public schools). Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. We usually expect you to contact the agency with your complaint, before you make a complaint to us. When you're ready, make your complaint online. For more information on theCommunity Services Enquiry, Feedback and Complaints Unit or how to make a complaint, please visit the Child protection complaint handling page. There are some services we cannot help you with for example, Centrelink, banks and legal services. We give free, confidential language services to clients who may needhousing information or help. Alternatively you may wish towrite to the relevant Minister. You can also complain to the AHO directly by contacting one of their offices or by visiting their . We will give you reasons for our decisions. Make sure you have a pen ready to write down the job reference number for your maintenance request. private correctional centres for example, Junee, Parklea and Clarence. east. We can handle complaints about most NSW government agencies, including: Housing; Service NSW; Transport for NSW; Land and Housing Corporation; Revenue NSW; NSW Trustee and Guardian; Fair Trading; Department of Education (including public schools) Registry of Births, Deaths and Marriages. serious and substantial waste of public money. HAC is independent and can review FACSs decisions and recommend changes. For information please see the During a Tenancy Policy. You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. about your disability, or what is your preferred language, and. However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . If you are complaining about service delivery provided by an LAHC contractor, you should first phone the maintenance line on 1800 422 322 [press 1] before complaining to FACS to see if the contractor can sort out the problem. Part 1: What is unreasonable conduct by a complainant? If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. provide you with further explanation of a decision that has been made. Our website uses an automatic service to translate our content into different languages. You can report any contracting matter or escalate a contracting complaint to the NSW Ombudsman. If the issue is between residents, owners, or the owner corporation, there are four general steps to resolving it: Talk about it Speak to the owners corporation Use Fair Trading's mediation service Go to the NSW Civil and Administrative Tribunal. The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. It could be a government agency, community service provider or a private company. A contractor will contact you to make an appointment for an inspection and/or repair to take place. We can help you make a complaint. Part 2: Staff strategies for responding to unreasonable conduct, Part 3: Communication and unreasonable conduct, Part 4: Management responsibilities and supporting staff, Part 5: Restricting and controlling access, Effective complaint management systems workshop, Managing unreasonable conduct by a complainant workshop, Public interest disclosures management training, Supporting young people to make complaints and advocate for systems change workshop, Child Death Review Team / Reviewable Deaths, Submissions to Parliamentary Committees and other bodies, Public Interest Disclosures Annual Reports / PID Steering Committee, Annual reports relating to former functions, Monitor operation of the Mandatory Disease Testing Act, Oversee public interest disclosures (whistleblowing), Email or post this page in social media sites, what information you need to support your complaint. Sydney NSW 2000 If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. Call: 02 9286 1000 Email: nswombo@ombo.nsw.gov.au Visit: www.ombo.nsw.gov.au Post: Level 24, 580 George Street, Sydney NSW 2000 Allegation of misconduct Contact the manager of your DCJ contract manager: All parties must ensure that information is restricted to those who genuinely need to know. One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. If you have a complaint that is serious or complex, it is generally best to put it in writing. We value all feedback, because it helps us improve our services. Although we wont be able to respond to your concerns, anonymous complaints can provide us with useful information that can lead to service improvements. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Family & Community Services, Update your circumstances on an approved application. Can I appeal more than once? If you are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services. You will need to give the event number to Maintenance Line staff when you call to request a repair. If you're an eligible first home buyer, you have the choice to pay an annual property tax instead of stamp duty. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Visit their website or call them to find out how to complain to them. We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. Level 24, 580 George Street If we can handle your complaint, continue to Step 3. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. In these instances you will be kept updated on the progress of your complaint. We cannot deal with complaints about community housing providers unless the complaint is about a maintenance service provided by an LAHC contractor or the provider is a Specialist Homelessness Service (SHS) that assists people who are homeless or at risk of homelessness. Making a public interest disclosure (whistleblowing), Information in Easy Read and in other languages, Handling public interest disclosures (whistleblowing), PID responsibilities for public authorities, PIDs and the Government Information (Public Access) Act, Subscribe to the public interest disclosures newsletter, Automated decision-making in the public sector, Administrative Law and automated-decision making, Implementing automated decision-making systems, Managing unreasonable conduct by a complainant. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. Keep a copy of emails or letters between you and the agency. if you would like your complaint to be handled confidentially. We cannot determine liability, order payment of compensation or change a decision made by NCAT. The grounds for complaint we can consider relate to: not telling you the outcome of your complaint. We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. Family & Community Services on facebook opens in new window, Family & Community Services on twitter opens in new window, Family & Community Services on youtube opens in new window, Family & Community Services on linkedin opens in new window, Centralised Gas Hot Water System Reimbursement Scheme, Modifications for people with disabilities or the elderly, Occupational therapist assessment overview, Requesting maintenance and reporting problems, Swimming pools in public housing properties. You can either write (a letter oremail), telephone, or provide your feedback over the counter. If you need help with your complaint, see Get help making a complaint. For more information on FaCS Housing NSW policies, see the Housing NSW website. We do this only rarely when there is evidence of very serious and/or systemic problems. update contact details, including emergency contacts. The Registrar has a staff member designated for receiving and documenting all information, enquiries and complaints received, Information, enquiries and complaints can be provided verbally or in writing, Verbal complaints are written down by the staff member taking them, Written complaints are responded to as soon as possible, Complainants may get an advocate to help them when making a complaint, All complaints about community housing providers made to the Registrar's office are assessed and actioned accordingly, If the information or complaint falls outside the Registrar's jurisdiction, an appropriate referral will be made. make payments to accounts. nsw.gov.au or ring 1300 HOUSING (1300 468 746). contact information for other useful organisations. It takes about 15 minutes. Generally, we cannot deal with complaints about community housing providers because they are usually not within our jurisdiction. Making a public interest disclosure (whistleblowing), Information in Easy Read and in other languages, Handling public interest disclosures (whistleblowing), PID responsibilities for public authorities, PIDs and the Government Information (Public Access) Act, Subscribe to the public interest disclosures newsletter, Automated decision-making in the public sector, Administrative Law and automated-decision making, Implementing automated decision-making systems, Managing unreasonable conduct by a complainant. However Registry staff cannot give you legal advice or recommend what action you should take. Contact the NSW Education Standards Authority (NESA). how you would like us to help you provide feedback or make a complaint. For complaints about alleged corrupt conduct of councillors or council staff, contact the Independent Commission Against Corruption (ICAC). If you work for the government (including local government), you can report serious wrongdoing in your workplace. You will be asked to provide details of the damage and when it happened. In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. You dont have to tell us your name when you make a complaint. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. This might be about detrimental actions taken against you after you made a disclosure. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. However, if you find it hard to work out how you can make a complaint to the agency, you can contact us and we will help you - see Get help making a complaint. For complaints about: We cannot handle complaints about other independent integrity commissions or bodies, such as: If you are finding it hard to know who you should complain to, we canhelp you make a complaint. If your feedback is about an agency which is not part of the NSW Department of Communities andJustice, you should provide your feedback directly to the agency concerned. You can also help another person to make a complaint. You can also call FACS or go to your local office for assistance. The Registrar of Community Housing acknowledges the traditional owners and custodians of the land, and respects Elders past, present and future, Guidelines for managing unreasonable complainant conduct, Breach of the agreement, such as rent arrears, For applicants - most issues related to eligibility to be on waiting lists, priority on those lists and the provision of other services, for example emergency housing. Your rating will help us improve the website. U.S. Department of Housing and Urban Development 451 7th Street, S.W., Washington, DC 20410 T: 202-708-1112 If you signed a contract of purchase between 11 November 2022 and 15 January 2023, you can claim a refund of the stamp duty paid through the Revenue NSW website until 30 June 2023. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. For a complete list of matters that can be appealed, visit HACs website or contact them at: PO Box 1030, Westfield Burwood NSW 2134 Free call: 1800 629 794 Phone: 02 8741 2555 Facsimile: 02 8741 2566Web: www.hac.nsw.gov.au. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. For a list of offices and contact numbers go to www.housing. If this is the case, we will contact you to discuss the issue, before taking further action. You can find descriptions of your fair housing rights in several languages other than English here. It takes about 15 minutes. However, if the matter is urgent you can call the Ombudsman first to talk about the best thing to do. We can handle complaints about NSW public health services and providers, including: However, we cannot handle a complaint if it is about clinical and medical care. Most complainants who come to our office act reasonably and responsibly in their interactions with us, even when they are experiencing high levels of distress, frustration and anger about their complaint. DCJ Housing will investigate complaints against tenants where there is an alleged breach of the tenancy agreement. However please note that not all complaints will be suitable for mediation. Tenants Advice and Advocacy Services provide free tenancy and legal advice and can advocate on your behalf. Open all What can you give feedback or complain about Antisocial behaviour complaints Other complaints Positive feedback Last updated: 22 September 2020 Community Services Enquiry, Feedback and Complaints Unit. You will need to give as many details as possible about the problem that needs repairing when you call. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing. Contact the NDIS Quality and Safeguards Commission. You can ask someone such as a family member, friend, or community worker to help you or to submit the complaint form for you. 1800 422 322(9.00am to 4.30pm Monday to Friday)feedback@facs.nsw.gov.auPost:Client Feedback Unit, Locked Bag 7150, Liverpool BC 1871. Read more aboutwhat we do with your complaint. Family & Community Services on facebook opens in new window, Family & Community Services on twitter opens in new window, Family & Community Services on youtube opens in new window, Family & Community Services on linkedin opens in new window, IPART review of social and affordable housing rent models, Centralised Gas Hot Water Service Reimbursement Scheme Fact Sheet, Education and training initiatives for social housing clients, Priority housing: child protection caseworker factsheet, Rentstart: information for landlords and agents, Why you should not leave the Rent Deduction Scheme, Keeping your home cool in summer factsheet, Priority Housing for Stolen Generations Survivors, Priority Housing for clients who have experienced institutional child sexual abuse, Fire & Rescue NSW: fire safety in high rise buildings, Fire & Rescue NSW: home fire safety checklist, Fire & Rescue NSW: home fire escape plan checklist, Write to us: Locked Bag 4001, Ashfield BC 1800, Instructions about how to give us your feedback. See Advocacy and Legal Services below. Sometimes we suggest what we think should happen to resolve your complaint. Registry staff in courts and tribunals can explain appeal procedures. Community Housing Innovation Fund (CHIF) Find funding programs to help deliver social and affordable housing across NSW. Housing NSW Head Office Locked Bag 4001 ASHFIELD BC NSW 1800 Phone: 1800 422 322 More information DCJ Housing offices are generally open from 9:00am to 5:00pm. Select a department Select an agency. Anonymous complaints are only investigated in special circumstances.

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