Part 1: What is unreasonable conduct by a complainant? All parties must ensure that information is restricted to those who genuinely need to know. We value all feedback, because it helps us improve our services. Part 1: What is unreasonable conduct by a complainant? This page tells you about the role of the NSW Ombudsman in handling social housing complaints. We can support people with disability and Aboriginal peoples, and have information in easy English and other languages, see Information in other languages. 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. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. See Appealing a decision by FACS below. 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. A community housing organisation, housing association or housing provider: you need to contact them directly. contact information for other useful organisations. We can also handle complaints about water services provided by local councils. 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. If you need help with your complaint, see Get help making a complaint. Most DCJ offices are open Monday to Friday from 9am to 5pm. Resources for organisations delivering assistance with housing, supporting children and families and addressing domestic and family violence. The Housing Appeals Committee only deals with appeals about property modifications relating to disability and special needs - Appealable Issues. a preset menu that will direct your enquiry to the service you need including. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. 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: We can handle complaints about community services run or funded by the government. 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). 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. Your rating will help us improve the website. All reports are treated seriously and managed in the strictest confidence. 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. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). We value your feedback on how we have handled complaints and communicated the outcomes to you. private correctional centres for example, Junee, Parklea and Clarence. You can find descriptions of your fair housing rights in several languages other than English here. Making a complaint is free. Part 1: What is unreasonable conduct by a complainant? Social housing is maintained by commercial contractors whose performance is regulated by the Land and Housing Corporation (LAHC). For more information on FaCS Housing NSW policies, see the Housing NSW website. Feedback and complaints - Communities and Justice The AHO respects the right of our clients to complain if they receive poor service. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. The NSW Ombudsman aims to improve the way public and community services are managed by working with state and local government agencies, and some child and family service providers. It takes about 15 minutes. Appeals. When you're ready, make your complaint online. refuges for women, children, men and families. Complaints about community housing providers should be made directly to the provider. Feedback and complaints | Housing.vic.gov.au You can also ask them to give reasons for the delay. You can call us to discuss your particular case. 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. 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. If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. not knowing what support is available. If they are unable to sort out the problem, you can complain to FACS. 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. Contact theHealth Care Complaints Commissioner. You can also help another person to make a complaint. You need to give them a chance to sort out any problems first. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Monitoring Community Services We promote and protect the rights and best interests of people using community services in NSW. Complaints and notifications are an important source of information and intelligence for the Registrar. What can I expect to achieve from making a complaint? Toll free: 1800 451 524 (Australia wide) 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. You first need to appeal to FACS. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. 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. 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 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. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. Having trouble with unlawful development activity? 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 call FACS or go to your local office for assistance. Housing and homelessness | Family & Community Services For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). To make acomplaint or provide feedback on any other matter relating to DCJ, please submit your feedback using the Your Feedback widget on this page. tenants.org.au to find a service near you or call Law Access on 1300 888 529 for an appropriate referral. 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. For complaints aboutCorrective Services, pleasecontact Corrective Services. Housing Offices Coffs Harbour DCJ Housing This is dealt with under Residential Tenancies Legislation by the NSW Civil and Administrative Tribunal (NCAT) formerly known as CTTT. what happened after you contacted the agency. 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. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). Your rating will help us improve the website. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. Tenancy Hub Welcome to the DCJ Housing Tenancy Hub. Applicants and tenants can appeal these decisions through the Housing Appeals Committee. 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 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. Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). See Advocacy and Legal Services below. 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. This policy applies to all Service NSW employees receiving or managing complaints from the public made to or about us, regarding our services, employees and complaint handling. Feedback and complaints about public housing | NT.GOV.AU Call 1300 652 488 to arrange a translator to speak in the language you need. How to contact DCJ Housing | Family & Community Services The MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. For complaints about alleged corrupt conduct of councillors or council staff, contact the Independent Commission Against Corruption (ICAC). Service NSW is committed to providing excellent customer service. You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. Anonymous complaints will be registered and referred to the relevant area for review. This includes tenants, tenant advocates, and people who work with providers. Email:AssistedBoardingHouses@facs.nsw.gov.au. 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. The Ombudsman does not have power to make binding and enforceable decisions. If you are still not satisfied you may wish to contact: Chief Executive Officer, Service NSW You can accessour apology to the Stolen Generations. Closed COVID-19 support programs statistics. Check complaints we handle to see a list of who can handle your complaint if we cant. The law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Property maintenance issues and problems | Service NSW We can help you make a complaint. Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Housing and homelessness. east. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529. This might be about detrimental actions taken against you after you made a disclosure. Contact the Commonwealth Ombudsman. Tenants are best contacting their tenancy manager of their housing provider. 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 should firstly contact the staff member you were dealing with, or the staff member's supervisor. 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. You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. If we can handle your complaint, continue to Step 3. Contact us - Communities and Justice DCJ Housing will investigate complaints against tenants where there is an alleged breach of the tenancy agreement. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. Your rating will help us improve the website. We handle complaints about most NSW government departments and agencies, local councils in NSW and community service providers. 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. Complaints about community services - NSW Ombudsman You can report fraud, misconduct or corruption through our feedback tab. For a step-by-step guide to making a complaint, seeHow to make a complaint. They should have a complaint process for you to follow. You can either write (a letter oremail), telephone, or provide your feedback over the counter. We can make inquiries with an agency if we consider there may be maladministration. if you would like your complaint to be handled confidentially. You will need their permission to do this. 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. 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. Alternatively, you can contact your local DCJ Housing office launch. If our response to your complaint is likely to be significantly delayed, we will let you know about the delay. guide the standard of behaviour for DCJ employees who are managing complaints. For example, letters or emails between you and the agency, photos or other documents. what happens after you've made a complaint. 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. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. If there is, we may suggest changes to policies or procedures. We cannot handle complaints about phone and internet companies for example, Telstra, Vodafone and Optus. When you're ready, make your complaint online. not telling you the outcome of your complaint. If you are concerned that this could happen, please let us know. HUD also provides a Spanish language version of the online housing complaint form. Sometimes we suggest what we think should happen to resolve your complaint. Read more about making a public interest disclosure (whistleblowing). Common complaints include: feeling unsafe. 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. Make sure you have a pen ready to write down the job reference number for your maintenance request. However, if the matter is urgent you can call the Ombudsman first to talk about the best thing to do. It could be a government agency, community service provider or a private company. 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 a step-by-step guide to making a complaint, see How . For general enquiries, call DCJ Housing Contact Centre on 1800 422 322. See our Accessibility page for further information. If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. Direct a complaint about a DCJ funded contract to the relevant DCJ contract manager. We can handle complaints about homelessness services run or funded by the government, such as: People with a disability receiving services from NSW government agencies can complain to us about those agencies. Courts and tribunals are separate from Government.
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