Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. You can call us for advice about whether your issue is something we can help with. If you'd like to apply for social housing in NSW, or are an existing social housing resident with a question or concern, please visit the Department of Communities and Justice Tenancy Hub. How to contact DCJ Housing | Family & Community Services If the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. You can call us to discuss your particular case. Property maintenance issues and problems | Service NSW More information is available on the Commission's website atwww.judcom.nsw.gov.au. The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). 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. State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. You can seek legal advice about applying to NCAT for an order. This page tells you about the role of the NSW Ombudsman in handling social housing complaints. Housing Appeals Committee - Frequently Asked Questions You should briefly state your concern, and tell us what happened. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. Housing Offices Coffs Harbour DCJ Housing You may need to show this to us if your complaint is not resolved. completing an online feedback form at www.housing.nsw.gov.au. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. These types of complaints are called public interest disclosures and include: You can report serious wrongdoing to the person responsible for dealing with public interest disclosures in your agency. Go to www. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing, understand your rights and responsibilities as a tenant or request help with a property and find out more about management transfers, Understand what housing help you may be eligible for and how to apply, including social housing and private rental assistance. If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. Check complaints we handle to see a list of who can handle your complaint if we cant. If a complaint is serious or complex, it may take longer. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities. We handle complaints about most NSW government departments and agencies, local councils in NSW and community service providers. Sydney NSW 2000 We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. All reports are treated seriously and managed in the strictest confidence. You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. Sydney NSW 2001. eTendering - Transport for NSW (Roads and Maritime Projects) - Current We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. Please refer to the Housing Trust Complaints Policy for more information. prioritising delayed actions or decisions. 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A range of private rental assistance products and services available to help clients. Sometimes we suggest what we think should happen to resolve your complaint. Urgent help phone numbers Domestic Violence Line 1800 656 463 Link2home Homelessness 1800 152 152 Link2Home Veterans and Ex-Service 1800 326 989 Child Protection Helpline 13 2111 Quick access Apply for housing assistance Apply for Rentstart Bond Loan Update your circumstances on an approved application Expected waiting times eRepair DCJ Housing supports the principles of a culturally and linguistically diverse society, and it will not tolerate harassment in the form of racism, homosexual or transgender vilification. Alternatively, complaints may be lodged in person at any of our branches or over the phone. Housing and homelessness launch. 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. The Registrar of Community Housing can be contacted on: Locked Bag 4001, Ashfield BC 1800 Free call: 1800 330 940 Facsimile: 02 8741 2522 Email: registrar@facs.nsw.gov.au Web: www.rch.nsw.gov.au. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. You can also ask them to give reasons for the delay. In these instances you will be kept updated on the progress of your complaint. If they are unable to sort out the problem, you can complain to FACS. This includes tenants, tenant advocates, and people who work with providers. If you work for the government (including local government), you can report serious wrongdoing in your workplace. Generally, as a first step you should contact the agency you want to complain about. See Advocacy and Legal Services below. Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. Closed COVID-19 support programs statistics. If you don't get a reply within the time promised by the agency, contact them again to make sure they received your complaint and are going to respond. Toll free: 1800 451 524 (Australia wide) We can handle complaints about community services run or funded by the government. Alternatively, you can ask the NSW Ombudsman to review your complaint. If FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. However, it will be harder for us to assess and resolve your complaint if we dont know who you are. Only in the most serious cases will FACS consider applying to the NCAT to evict a tenant. Updated on 22/03/2022. Alternatively, you can contact your localDCJ Housing office. If there is, we may suggest changes to policies or procedures. guide the standard of behaviour for DCJ employees who are managing complaints. The following list of links that will help you find the right place to make a complaint. Anonymous complaints will be registered and referred to the relevant area for review. You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. You can report any contracting matter or escalate a contracting complaint to the NSW Ombudsman. This gives the agency a chance to fix the problem. What can I expect to achieve from making a complaint? PDF Community housing related complaints (general) Fact sheet Most DCJ offices are open Monday to Friday from 9am to 5pm. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. HUD also provides a Spanish language version of the online housing complaint form. It takes about 15 minutes. You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. Customer complaints | Service NSW If this is the case, we will contact you to discuss the issue, before taking further action. 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, Changes to your tenancy: tenant factsheet, Privacy and personal information notification. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Registrar of Community Housing Locked Bag 4001 Ashfield BC 1800 Our email is registrar@facs.nsw.gov.au Our telephone number is 1800 330 940 How we handle complaints and enquiries If the agency doesn't respond when you contact them, or you're not happy with their response, the next step is to find the right ombudsman or other external complaints body to complain to. 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 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. Social housing is maintained by commercial contractors whose performance is regulated by the Land and Housing Corporation (LAHC). east. 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Having trouble with unlawful development activity? These translations should be used as a guide only. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. Your complaint will then be escalated internally to an appropriate person for review and response. Contact the Commonwealth Ombudsman. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Home - NSW Ombudsman For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). 1. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. 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 you work for the NSW public sector, see Making a public interest disclosure. We generally do not take action on complaints about decisions that are appealable because we believe the appeal process and HAC offer an alternative and satisfactory means of redress. We cannot handle complaints about phone and internet companies for example, Telstra, Vodafone and Optus. being bullied by other residents. However, your complaint about a decision might include a matter that we can assist you with. Alternatively, you can contact your local DCJ Housing office launch. The Registrar of Community Housing is within the Ombudsmans jurisdiction. The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. We will use your rating to help improve the site. If you want us to handle your complaint confidentially within the Department, please let us know. Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. . 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. Contact us - Communities and Justice If you live in public housing and you need to request maintenance, or report a problem, you can call the Housing Contact Centre Maintenance Line on1800 422 322. Feedback and complaints - Communities and Justice We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. You can find the address on our website. Once yousubmit your complaint, we'll email you a copy of it. You can find descriptions of your fair housing rights in several languages other than English here. We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529. We can help you make a complaint. They usually welcome you speaking up as it can help them to uncover a problem and improve their services. Feedback and complaints about public housing | NT.GOV.AU Just let us know: We cannot provide you with legal advice. Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. child protection services. Making a complaint is free. Repairs, modifications and maintenance to a property | Family Registry of Births, Deaths and Marriages. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). Property maintenance issues and problems Text size If you live in public housing and you need to request maintenance, or report a problem, you can call the Housing Contact Centre Maintenance Line on 1800 422 322. You can phone or visit any of our local DCJ offices. Understand what housing help you may be eligible for, including social housing and private rental assistance. There are some services we cannot help you with for example, Centrelink, banks and legal services. When you're ready, make your complaint online. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. 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. what you think should happen to resolve your complaint. 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. We usually expect you to contact the agency with your complaint, before you make a complaint to us. Complaints and notifications are an important source of information and intelligence for the Registrar. We handle complaints about agencies that provide services to Aboriginal communities, such as: We have Aboriginal staff who assist to handle complaints we receive from Aboriginal people s . 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. You need to give them a chance to sort out any problems first. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. You can either write (a letter oremail), telephone, or provide your feedback over the counter. If you work for the government (including local government) and your complaint is about serious wrongdoing in your workplace, see Making a public interest disclosure (whistleblowing). The Ombudsman does not have power to make binding and enforceable decisions. This is dealt with under Residential Tenancies Legislation by the NSW Civil and Administrative Tribunal (NCAT) formerly known as CTTT. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. This site also provides details of awarded contracts over $150,000 in value. Housing and property | Service NSW This includes: Read more about complaints about community services. Please ring the Maintenance Line back if the problem gets worse or you have not had a response to the request in the agreed timeframe. We cannot handle complaints about legal services or courts. What is your policy on complaints and feedback? Make your complaint online. Resources for organisations delivering assistance with housing, supporting children and families and addressing domestic and family violence. Its website should have information about complaints or you can ask its staff about how to make a complaint. MyHousing mobile app | Service NSW When you're ready, make your complaint online. How will you protect the privacy or confidentiality of my complaint? If you are seeking any of these outcomes, you can seek legal advice. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. An appeal can be made if you feel we have not followed . The Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. not telling you the outcome of your complaint.
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