We cannot handle complaints about NDIS providers (registered or unregistered). Enquiries and complaints can be made by telephone or in writing. An online form is available where the provider is registered under the NRSCH. The Registrars Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances. 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. You can still access up-to-date, reliable information on the existing Department of Justice websites. Having trouble with your rates and charges? Argiri Alisandratos, acting associate secretary of the Department of Families, Fairness and Housing, says he wants the child protections system to be led by Indigenous organisations: 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. The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). For further information. We can look at some maintenance complaints but we rarely intervene in decisions about maintenance because these decisions are largely based on technical or legal considerations. E-mail: customersupport@jaggaer.com. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. Toll free: 1800 451 524 (Australia wide) Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. How will you protect the privacy or confidentiality of my complaint? We also cannot handle complaints about private health services and providers. Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. For more information, you canvisit the Justice Legal website or theInformation and Privacy Commission website. If you are seeking any of these outcomes, you can seek legal advice. You need to give them a chance to sort out any problems first. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. 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. Keep a copy of emails or letters between you and the agency. In NSW, government-owned and managed social housing is provided by the Department of Family and about your disability, or what is your preferred language, and. This might be about detrimental actions taken against you after you made a disclosure. We can finalise most complaints within 30 days. 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. Alternatively, you can contact your local DCJ Housing office launch. east. 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. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. We assess each complaint we receive and decide whether to take action on a case by case basis. The Registrar does not have power to resolve disputes between individual tenants and their providers, such as disputes involving: These types of disputes are usually dealt with by the NSW Civil and Administrative Tribunal (NCAT). DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Tenants will be referred to Community Justice Centres for assistance when required. An online form is available where the provider is registered under the NRSCH. However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. We'll contact you within 2 weeks to give you an update on your complaint. 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. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. 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. In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. You can call us for advice about whether your issue is something we can help with. a preset menu that will direct your enquiry to the service you need including. Our customer complaints process explains how we manage feedback. 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. Social housing is maintained by commercial contractors whose performance is regulated by the Land and Housing Corporation (LAHC). Level 24, 580 George Street Department of Communities and Justice (DCJ). If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. If you want us to handle your complaint confidentially within the Department, please let us know. If FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. The app lets you: check account balances and transactions such as rent, water and a Rentstart Bond Loan. One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. Anonymous complaints are only investigated in special circumstances. It could be a government agency, community service provider or a private company. NSW Ombudsman* Enter a postcode, suburb, town, or address to find a local housing office near you. If you need help with your complaint, see Get help making a complaint. See Advocacy and Legal Services below. Alternatively, you can contact your localCommunity Services Centreto make a complaint. 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. For complaints about alleged corrupt conduct of councillors or council staff, contact the Independent Commission Against Corruption (ICAC). If you contact us by phone we will endeavour to transfer your call to the relevant agency, or provide you with that agency's contact details. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. child protection services. 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. The Registrar of Community Housing is within the Ombudsmans jurisdiction. You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. Community Services Enquiry, Feedback and Complaints Unit. 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. However Registry staff cannot give you legal advice or recommend what action you should take. Please refer to the Housing Trust Complaints Policy for more information. Making a complaint is free. what you think should happen to resolve your complaint. NSW Department of Communities and Justice (DCJ), child protection and family support services, out-of-home care, including foster care, kinship care and intensive therapeutic care (ITC), Aboriginal Land Councils local Aboriginal land councils and the NSW Aboriginal Land Council. 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 can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. 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 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. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. The law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. For a step-by-step guide to making a complaint, seeHow to make a complaint. We value your feedback on how we have handled complaints and communicated the outcomes to you. Phone: 1800 422 322 (Housing Contact Centre) 1800 152 152 (Link2home Homelessness) TTY Phone: 133 677 More information Department of Communities and Justice - Housing ( DCJ Housing) provides a range of housing solutions for both the private rental market and Public Housing, Community Housing and Aboriginal Housing. Once yousubmit your complaint, we'll email you a copy of it. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. If you are in Australia please call: 02 8074 8627. 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. If our response to your complaint is likely to be significantly delayed, we will let you know about the delay. seek further evidence from you or the organisation about what has happened. You can choose to remain anonymous when you submit a complaint. 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. You will need to give the event number to Maintenance Line staff when you call to request a repair. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. 4 Parramatta Square, 12 Darcy St, Parramatta, NSW 2150 Map. Its website should have information about complaints or you can ask its staff about how to make a complaint. 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. 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. This gives the agency a chance to fix the problem. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . Tenancy Hub Welcome to the DCJ Housing Tenancy Hub. Can I appeal more than once? Appeals. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. Justice Health and Forensic Mental Health Network. 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. 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. You can also help another person to make a complaint. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. This includes: Read more about complaints about community services. We will treat your complaint confidentially and seek your permission before telling the agency that we have received a complaint from you. The Police Assistance Line will give you an event number for your report, make sure you write this down. However, if the matter is urgent you can call the Ombudsman first to talk about the best thing to do. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Alternatively, complaints may be lodged in person at any of our branches or over the phone. contact information for other useful organisations. Make your complaint online. For all tenant enquiries and complaints. Monitoring Community Services We promote and protect the rights and best interests of people using community services in NSW. For complaints aboutCorrective Services, pleasecontact Corrective Services. promise to improve our policies, procedures or systems. HAC is independent and can review FACSs decisions and recommend changes. 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. 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), Public interest disclosures (whistleblowing), Children, young people and family services. DCJ Housing will investigate complaints against tenants where there is an alleged breach of the tenancy agreement. Western Region. Courts and tribunals are separate from Government. 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. 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 There are some services we cannot help you with for example, Centrelink, banks and legal services. please see our fact sheets in the top right of this webpage. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. You can complain to us about community services for children and young people, such as: out-of-home care, including foster care, kinship care and intensive therapeutic care (ITC) leaving care and aftercare. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. If you are concerned that this could happen, please let us know. For information please see the During a Tenancy Policy. Social housing Complaints about social housing Fact Sheet The term 'social housing' refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. 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). If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. If you are concerned about the manner in which DCJ has handled your personal or health information under thePrivacy and Personal Information Protection Act 1998(NSW) and or theHealth Records and Information Privacy Act 2002 (NSW), you may contact the Open Government, Information and Privacy Unit atprivacy@dcj.nsw.gov.auor alternatively by telephone on(02) 9716 2662. When you're ready, make your complaint online. 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 will need their permission to do this. Our website uses an automatic service to translate our content into different languages. refuges for women, children, men and families. The Ombudsman does not have power to make binding and enforceable decisions. We generally expect you to complain to FACS if you have an issue with a service provided by FACS, AHO, or an LAHC contractor, before complaining to us. We will need all the evidence you have to assess your complaint. 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. A contractor will contact you to make an appointment for an inspection and/or repair to take place. Information and Privacy Commission website, Managing Complaints and Feedback Policy (PDF, 341kb), set out the principles and objectives in complaints handling which reflect our commitment to managing complaints promptly, fairly and effectively, ensure that complaints and feedback received are being managed in line with these complaints handling principles and objectives, and. How to contact DCJ Housing Last published 01 Jun 2020 You can contact us a number of ways: Visit our website at www.dcj.nsw.gov.au Phone 1800 422 322 Email feedback@facs.nsw.gov.au Visit your local DCJ office Write to us: Locked Bag 4001, Ashfield BC 1800 DCJ Housing website https://www.facs.nsw.gov.au/housing Our website has: We value all feedback, because it helps us improve our services. Service NSW is committed to providing excellent customer service. Tenants will be referred to Community Justice Centres for assistance when required. 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. how you would like us to help you provide feedback or make a complaint. . We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. private universities for example, Australian Catholic University and University of Notre Dame. Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. These translations should be used as a guide only. The Registrar of Community Housing is responsible for the registration and regulation of NSW community housing providers and may be able to assist you witha complaint about a community housing provider. We give free, confidential language services to clients who may needhousing information or help. 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. You will be asked to provide details of the damage and when it happened. What can I expect to achieve from making a complaint? First Home Buyer Choice. Further information regarding the privacy of your information can be viewed on the Privacy page. Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. We do this only rarely when there is evidence of very serious and/or systemic problems. If your complaint is referred to another agency we will notify you of this transfer. Read more about making a public interest disclosure (whistleblowing). If you're not happy with what the agency or service provider does as a result of our decision, contact us to talk to your case officer. Check complaints we handle to see a list of who can handle your complaint if we cant. 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. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). U.S. Department of Housing and Urban Development 451 7th Street, S.W., Washington, DC 20410 T: 202-708-1112 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: Having the job reference number will make it easier to make a follow up call to the Maintenance Line. 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 will endeavour to respond to queries at the point of escalation and preferably within 72 hours. You can also help another person to make a complaint. What if I am dissatisfied with the handling of my complaint? You can also complain to the AHO directly by contacting one of their offices or by visiting their . If you are Aboriginal or Torres Strait Islander and wish to speak to an Aboriginal operator, just choose the relevant menu option (available Monday to Friday 9am 5pm). Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. We cannot determine liability, order payment of compensation or change a decision made by NCAT. 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. See Advocacy and Legal Services below. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. Alternatively you may wish towrite to the relevant Minister. Your rating will help us improve the website. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. If we can handle your complaint, continue to Step 3. You can ask someone such as a family member, friend, or community worker to help you or to submit the complaint form for you. If they are unable to sort out the problem, you can complain to FACS. If you're an eligible first home buyer, you have the choice to pay an annual property tax instead of stamp duty. 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. put you in contact with the right person in the organisation who can respond to your complaint, contact the organisation about the problem and ask them for an explanation, or. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. They should have a complaint process for you to follow. Service providers can make contracting complaints to DCJ about DCJ or about the services or management practices of an organisation funded by DCJ. You can accessour apology to the Stolen Generations. 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 Contact the NDIS Quality and Safeguards Commission. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. In NSW, government-owned and managed social housing is provided by the Department of Family and Community Services (FACS), including the Aboriginal Housing Office (AHO). If you are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services. GPO Box 7057 You can do this by contacting the person you have been dealing with and making this request. Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. 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. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. You can either write (a letter oremail), telephone, or provide your feedback over the counter. You may need to show this to us if your complaint is not resolved. We will use your rating to help improve the site. Enquiries and complaints can be made by telephone or in writing. For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. Anonymous complaints will be registered and referred to the relevant area for review. If you are outside of Australia, please click here for overseas phone numbers. 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. what happened after you contacted the agency. This may include appealing a FACS decision that you disagree with. Types of Complaints Investigated by FHEO. They're also able to make decisions on the spot about what needs to be done. We cannot handle complaints about financial services, including: Contact the Australian Financial Complaints Authority (AFCA). What if I need assistance to provide feedback? If a complaint is serious or complex, it may take longer. For all other complaints, please see the following information. You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. Your rating will help us improve the website. Please note, the Registrar does not provide accommodation and is unable to assist with accommodation requests. Visit their website or call them to find out how to complain to them. Contact the NSW Education Standards Authority (NESA). Part 1: What is unreasonable conduct by a complainant? You can submit a complaint or provide feedback by using one of the following methods: Service NSW is committed to providing excellent customer service and every attempt is made to deal with complaints on the spot, however, if you would like to submit a complaint we would like to assure you that we will act in an open and honest manner, and within clear timeframes. Any complaint we receive regarding another government agency will either be forwarded to that agency for their action and response or resolved directly by Service NSW. We also have advice if you are having a problem with a neighbour. If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529.
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