We value your feedback on how we have handled complaints and communicated the outcomes to you. Closed COVID-19 support programs statistics. You can report fraud, misconduct or corruption through our feedback tab. 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. File a Complaint - Main Page | HUD.gov / U.S. Department of Housing and NSW Ombudsman* completing an online feedback form at www.housing.nsw.gov.au. Alternatively, you can contact your localDCJ Housing office. However Registry staff cannot give you legal advice or recommend what action you should take. 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 Appeals. If we decide to make inquiries about your complaint we will contact FACS, the AHOor the LAHC to get further information about the issues you have raised. 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, Resolveappfor young people leaving care. Read more aboutwhat we do with your complaint. 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. Visit their website or call them to find out how to complain to them. 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Service NSW is committed to providing excellent customer service. We can look at how FACS handles complaints about tenant behaviour, but we cant make FACS take enforcement action against a tenant, or investigate tenant behaviour ourselves. 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. We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529. Complaints about an organisation funded by DCJ to provide services on its behalf, in relation to accessing a service, service delivery, or the organisations management practices can be made directly to the organisation in question, or to DCJ via theDCJ Your Feedbackwidget. Phone:02 9716 3025and ask for an Assisted Boarding House Compliance Officer. The following list of links that will help you find the right place to make a complaint. We assess each complaint we receive and decide whether to take action on a case by case basis. We cannot handle complaints about financial services, including: Contact the Australian Financial Complaints Authority (AFCA). This gives the agency a chance to fix the problem. Open all What can you give feedback or complain about Antisocial behaviour complaints Other complaints Positive feedback Last updated: 22 September 2020 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. phone the Housing Contact Centre on 1800 422 322, 24 hours a day, seven days a week When reporting antisocial behaviour, it is important to include all relevant information. Complaints about social housing - NSW Ombudsman The law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. Tenants will be referred to Community Justice Centres for assistance when required. To help us assess a complaint, we generally require you to provide some evidence to support your complaint. . If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. For more information, you canvisit the Justice Legal website or theInformation and Privacy Commission website. Contact theHealth Care Complaints Commissioner. If you remain dissatisfied, you can appeal to the Housing Appeals Committee (HAC). 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. When examining your complaint, it may be necessary for us to seek information about your concerns from other staff members and other areas of the Department. A community housing organisation, housing association or housing provider: you need to contact them directly. 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. If you're not happy with our decision or the way we handled your complaint, seeComplaints about the NSW Ombudsman. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. 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 will need to give the event number to Maintenance Line staff when you call to request a repair. It takes about 15 minutes. Strata disputes | NSW Government You dont have to tell us your name when you make a complaint. Contact the NSW Education Standards Authority (NESA). Neighbours | Family & Community Services 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. However, your complaint about a decision might include a matter that we can assist you with. More information is available on the Commission's website atwww.judcom.nsw.gov.au. However, if the matter is urgent you can call the Ombudsman first to talk about the best thing to do. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Community Justice Centres provide free, voluntary mediation services, to help people understand each other's point of view and work together to reach an acceptable agreement. We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. You should briefly state your concern, and tell us what happened. We can support people with disability and Aboriginal peoples, and have information in easy English and other languages, see Information in other languages. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. If we can handle your complaint, continue to Step 3. Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. Most DCJ offices are open Monday to Friday from 9am to 5pm. We review the information you give us and decide what action to take. We can handle complaints about community services run or funded by the government. Talk about it Most issues can be resolved by talking it out with the other party. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities. How will you protect the privacy or confidentiality of my complaint? An online service for DCJ tenants to lodge non-urgent home maintenance requests Home modification request DCJ assists eligible tenants and approved applicants to modify their home to help them live independently Maintenance and home alterations How to report maintenance issues and request permission for home alterations 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. The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). Contact the Telecommunications Industry Ombudsman. 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. In NSW, government-owned and managed social housing is provided by the Department of Family and You can ask someone such as a family member, friend, or community worker to help you or to submit the complaint form for you. Go to www. Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. Anonymous complaints will be registered and referred to the relevant area for review. For general enquiries, call DCJ Housing Contact Centre on 1800 422 322. We can make inquiries with an agency if we consider there may be maladministration. Read more about making a public interest disclosure (whistleblowing). Complaints about community services - NSW Ombudsman Further information regarding the privacy of your information can be viewed on the Privacy page. You will need their permission to do this. 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. We'll also ask you to upload documents to support your complaint. Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. 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. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. This might be about detrimental actions taken against you after you made a disclosure. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Housing and homelessness. If you have a disability, or if you do not understand English well, we can assist you with providing feedback or making a complaint. If your neighbour is a tenant of FaCS Housing NSW (sometimes called Housing Commission or Department of Housing), you can make a complaint to FaCS Housing NSW about noise. We cannot handle complaints about the NSW Police Force or a member of the NSW Police Force. Complainants who remain anonymous are not afforded feedback regarding the outcome of the investigation into the matter raised. Its website should have information about complaints or you can ask its staff about how to make a complaint. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. You can seek legal advice about applying to NCAT for an order. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. eTendering - NSW Department of Communities and Justice - Current Tender Anonymous complaints are only investigated in special circumstances. This may include appealing a FACS decision that you disagree with. If possible, we will also give you an estimated timeframe for our response. 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. 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 they are unable to sort out the problem, you can complain to FACS. 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. 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. However, we can look at how the Registrar of Community Housing deals with complaints about community housing providers. Part 1: What is unreasonable conduct by a complainant? . 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. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. a preset menu that will direct your enquiry to the service you need including. The Police Assistance Line will give you an event number for your report, make sure you write this down. If you have a complaint that is serious or complex, it is generally best to put it in writing. Home - NSW Ombudsman The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). seek further evidence from you or the organisation about what has happened. You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. For all tenant enquiries and complaints. See our Accessibility page for further information. When you're ready, make your complaint online. Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. However, it will be harder for us to assess and resolve your complaint if we dont know who you are. 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. We give free, confidential language services to clients who may needhousing information or help. The Registrars role is to ensure that registered community housing providers comply with the National Regulatory Code. If you are not happy with their response, find out how to lodge a complaint with the Housing Registrar on their website. If you work for the government (including local government), you can report serious wrongdoing in your workplace. 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. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . For information please see the During a Tenancy Policy. In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. You can submit an appeal using the online appeal form located on the HAC website. refuges for women, children, men and families. You will need to give as many details as possible about the problem that needs repairing when you call. You can also complain to us directly if you dont feel safe making a complaint to the agency. Once yousubmit your complaint, we'll email you a copy of it. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing. what happened after you contacted the agency. For a step-by-step guide to making a complaint, seeHow to make a complaint. If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. Please note, the Registrar does not provide accommodation and is unable to assist with accommodation requests. Alternatively you may wish towrite to the relevant Minister. Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. We handle complaints about most NSW government departments and agencies, local councils in NSW and community service providers. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. provide you with further explanation of a decision that has been made. promise to improve our policies, procedures or systems. Service providers can make contracting complaints to DCJ about DCJ or about the services or management practices of an organisation funded by DCJ. Tenants will be referred to Community Justice Centres for assistance when required. What if I am dissatisfied with the handling of my complaint? *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. To find out how to get in contact directly with someone from one of the justicedivisions of the Department of Communities andJusticecontact us. The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. If a complaint is serious or complex, it may take longer. You can do this by contacting the person you have been dealing with and making this request. Sometimes we suggest what we think should happen to resolve your complaint. Please call us to discuss whether we can help resolve your complaint. If you need help contacting the agency, see Get help making a complaint. make payments to accounts. Although local offices can tell you what planned maintenance work is scheduled for your home, they will refer you to the Maintenance Line for maintenance requests. HAC is independent and can review FACSs decisions and recommend changes. 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. 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. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. Email:AssistedBoardingHouses@facs.nsw.gov.au. If you disagree with a decision made by FACS, including a decision about eligibility for housing services, tenant entitlements or the reasonableness of a housing offer, you may be able to appeal the decision through the housing appeals process. commence a formal maladministration investigation into your complaint. We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. 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. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. If you are concerned that this could happen, please let us know. See Appealing a decision by FACS below. Just let us know: We cannot provide you with legal advice. Part 1: What is unreasonable conduct by a complainant? 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. These resources may help you when dealing with councils: For complaints about the general administrative conduct of councils, councillors and council staff, contact the Office of Local Government. Contact the Commonwealth Ombudsman. 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.
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