department of housing complaints nsw

If a complaint is serious or complex, it may take longer. guide the standard of behaviour for DCJ employees who are managing complaints. We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. Make your complaint online. However in a very small number of cases some complainants behave in ways that are inappropriate and unacceptable despite our best efforts to help them. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. In these instances you will be kept updated on the progress of your complaint. If you have a complaint that is serious or complex, it is generally best to put it in writing. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. For your convenience, telephones with a direct link to the Maintenance Line are available in the lobby of all local offices to use during business hours. 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. The NSW Government eTendering website lists upcoming, current and closed business opportunities that have been provided by agencies. If you're not happy with our decision or the way we handled your complaint, seeComplaints about the NSW Ombudsman. The Registrars role is to ensure that registered community housing providers comply with the National Regulatory Code. Tenants have a right to the peaceful enjoyment of their home and an obligation to abide by the conditions of their tenancy agreement. If you are not happy with their response, find out how to lodge a complaint with the Housing Registrar on their website. You will be asked to provide details of the damage and when it happened. Read more about making a public interest disclosure (whistleblowing). The law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Registry of Births, Deaths and Marriages. serious and substantial waste of public money. Once you are contacted, the person will try to resolve your complaint, or alternatively, you will be provided that persons contact details so you can check on the progress of your complaint if it requires further investigation or input from another agency/person. To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. 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. For a step-by-step guide to making a complaint, seeHow to make a complaint. Contact the: We can handle employment complaints relating to public interest disclosures. We can help you make a complaint. Types of Complaints Investigated by FHEO. A community housing organisation, housing association or housing provider: you need to contact them directly. You can still access up-to-date, reliable information on the existing Department of Justice websites. Enter a postcode, suburb, town, or address to find a local housing office near you. When you're ready, make your complaint online. Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. For complaints aboutCorrective Services, pleasecontact Corrective Services. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. prioritising delayed actions or decisions. When you're ready, make your complaint online. Understand what housing help you may be eligible for, including social housing and private rental assistance. 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. For all other complaints, please see the following information. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. 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). promise to improve our policies, procedures or systems. However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. Making a complaint is free. Tenants are best contacting their tenancy manager of their housing provider. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. This means you can complain to us about the Registrars administrative conduct, including the way the Registrar has handled your complaint about a community housing provider. You will need to give as many details as possible about the problem that needs repairing when you call. You can also write to your local DCJ office. Housing and homelessness launch. We can only handle complaints about Sydney Water and WaterNSW. Community Services Enquiry, Feedback and Complaints Unit. If you work for the NSW public sector, see Making a public interest disclosure. There are some services we cannot help you with for example, Centrelink, banks and legal services. GPO Box 7057 Also, the Registrar does not handle appeals from decisions by registered community housing providers relating to an individuals eligibility, priority or entitlement to housing. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. 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. The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. We also cannot handle complaints about private health services and providers. If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. Contact the Commonwealth Ombudsman. For all other service providers, including Energy Australia, AGL and Origin, contact the Energy and Water Ombudsman NSW. This is dealt with under Residential Tenancies Legislation by the NSW Civil and Administrative Tribunal (NCAT) formerly known as CTTT. Contact the NSW Education Standards Authority (NESA). 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. You will need to give the event number to Maintenance Line staff when you call to request a repair. Our website uses an automatic service to translate our content into different languages. or ring 1300 HOUSING (1300 468 746). If you want us to handle your complaint confidentially within the Department, please let us know. corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. Enquiries and complaints can be made by telephone or in writing. Your rating will help us improve the website. 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. private universities for example, Australian Catholic University and University of Notre Dame. An important function of the Registrar of Community Housing is to investigate complaints and other matters in respect of community housing providers that are registered under the National Regulatory System for Community Housing (NRSCH) or the NSW Local Scheme. Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. Make sure you have a pen ready to write down the job reference number for your maintenance request. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. Sometimes we suggest what we think should happen to resolve your complaint. Its website should have information about complaints or you can ask its staff about how to make a 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 You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. You dont have to tell us your name when you make a complaint. They're also able to make decisions on the spot about what needs to be done. 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. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. We usually expect you to contact the agency with your complaint, before you make a complaint to us. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. commence a formal maladministration investigation into your complaint. This includes tenants, tenant advocates, and people who work with providers. 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. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. Updated on 22/03/2022. Alternatively you may wish towrite to the relevant Minister. To help us assess a complaint, we generally require you to provide some evidence to support your complaint. We can handle complaints about community services run or funded by the government. Level 24,580 George Street Sydney NSW 2000Toll free (outside Sydney metro) 1800 451 524Email However, we may be able to help you if an LAHC contractor maintains the property you are renting or the provider is a Specialist Homelessness Service (SHS). See Advocacy and Legal Services below. If we can handle your complaint, continue to Step 3. You can also complain to the AHO directly by contacting one of their offices or by visiting their . The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Toll free: 1800 451 524 (Australia wide) What matters are out of the Registrar's scope? being bullied by other residents. But, there are complaints we cannot help you with: for example, Centrelink (Services Australia), Australian Tax Office (ATO), electricity, gas, water and phone companies, and other private businesses. Information for multicultural families and communities, Deliver services to children and families, Repairs, modifications and maintenance to a property, Toggle sub navigation menu for Repairs, modifications and maintenance to a property. 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. Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. We cannot handle complaints about legal services or courts. 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If there is, we may suggest changes to policies or procedures. You will need their permission to do this. How will you protect the privacy or confidentiality of my complaint? The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. All parties must ensure that information is restricted to those who genuinely need to know.

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