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. We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529. One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. However we can get information from these authorities that may better explain the decision for you. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. 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). We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. The MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. Talk about it Most issues can be resolved by talking it out with the other party. We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. 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, IPART review of social and affordable housing rent models, Centralised Gas Hot Water Service Reimbursement Scheme Fact Sheet, Education and training initiatives for social housing clients, Priority housing: child protection caseworker factsheet, Rentstart: information for landlords and agents, Why you should not leave the Rent Deduction Scheme, Keeping your home cool in summer factsheet, Priority Housing for Stolen Generations Survivors, Priority Housing for clients who have experienced institutional child sexual abuse, Fire & Rescue NSW: fire safety in high rise buildings, Fire & Rescue NSW: home fire safety checklist, Fire & Rescue NSW: home fire escape plan checklist, Write to us: Locked Bag 4001, Ashfield BC 1800, Instructions about how to give us your feedback. If you are outside of Australia, please click here for overseas phone numbers. Complaints about community housing providers should be made directly to the provider. 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. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. 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. east. An online form is available where the provider is registered under the NRSCH. Repairs, modifications and maintenance to a property | Family You first need to appeal to FACS. 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 ask them to give reasons for the delay. 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. If you are in Australia please call: 02 8074 8627. You can call us for advice about whether your issue is something we can help with. 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. Housing Appeals Committee - Frequently Asked Questions 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. 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. We can handle complaints about most NSW government agencies, including: For a step-by-step guide to making a complaint, see How to make a complaint. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. The Registrar of Community Housing is within the Ombudsmans jurisdiction. Feedback and complaints | Housing.vic.gov.au It takes about 15 minutes. Your rating will help us improve the website. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. You will be asked to provide details of the damage and when it happened. guide the standard of behaviour for DCJ employees who are managing complaints. However please note that not all complaints will be suitable for mediation. For a list of offices and contact numbers go to www.housing. However Registry staff cannot give you legal advice or recommend what action you should take. Contact the Commonwealth Ombudsman. When you're ready, make your complaint online. We usually expect you to contact the agency with your complaint, before you make a complaint to us. Please refer to the Housing Trust Complaints Policy for more information. Alternatively, you can contact your localCommunity Services Centreto make a complaint. Anonymous complaints are only investigated in special circumstances. 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). Part 1: What is unreasonable conduct by a complainant? Having trouble with your rates and charges? 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. If your complaint is justified, we can do one or more of the following: If you have made a compliant to us and you are dissatisfied with the response, you can write and ask for the area which handled your complaint to conduct an internal review. Housing Offices (DCJ Housing) | Service NSW For more information on FaCS Housing NSW policies, see the Housing NSW website. Submitting a complaint You can submit a complaint or provide feedback by using one of the following methods: Via the online feedback form Email info@service.nsw.gov.au Phone 13 77 88 In person at any Service NSW Service Centre Write to: Customer Resolution Coordinator GPO Box 7057 Sydney NSW 2001 Complaints about our services A range of private rental assistance products and services available to help clients. DCJ Housing will investigate complaints against tenants where there is an alleged breach of the tenancy agreement. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. Make your complaint online. Appeals. GPO Box 7057 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. 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. Make sure you have a pen ready to write down the job reference number for your maintenance request. If you are still not satisfied you may wish to contact: Chief Executive Officer, Service NSW You can either write (a letter oremail), telephone, or provide your feedback over the counter. We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. E-mail: customersupport@jaggaer.com. Tenants Advice and Advocacy Services provide free tenancy and legal advice and can advocate on your behalf. Contact the NSW Education Standards Authority (NESA). If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. Housing and homelessness - Communities and Justice For example, letters or emails between you and the agency, photos or other documents. 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. If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. It is a criminal offence for anyone to take any action against you for making a complaint to us. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Housing and homelessness. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. Monitoring Community Services We promote and protect the rights and best interests of people using community services in NSW. Complaints & Appeals - Housing Trust Depending on the circumstances, outcomes might include: We also consider whether there is a larger problem that may be affecting other people as well as you. the quality of service you have received from a staff member of the Department, the conduct of a staff member of the Department, a decision made by a business centre of the Department, review a decision made by a court or tribunal, investigate the conduct of a judge or magistrate, review a decision of an independent statutory authority such as the Office of the Legal Services Commissioner, the Legal Aid Commission, or the Director of Public Prosecutions, investigate the quality of service, decisions, policies and procedures of agencies which are not part of the NSW Department of Communities andJustice, which person, agency or area of the Department has caused you concern, the relevant date, location and case reference number, if you have them, what you would like us to do to resolve your complaint, your contact details; name,postal address and contact telephone numbers. Enter a postcode, suburb, town, or address to find a local housing office near you. For a step-by-step guide to making a complaint, seeHow to make a complaint. DCJ Housing | Service NSW Alternatively you may wish towrite to the relevant Minister. 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. 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. Updated on 22/03/2022. If you work for the NSW public sector, see Making a public interest disclosure. Contact the Law Enforcement Conduct Commission. 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: The Registrar has a staff member designated for receiving and documenting all information, enquiries and complaints received, Information, enquiries and complaints can be provided verbally or in writing, Verbal complaints are written down by the staff member taking them, Written complaints are responded to as soon as possible, Complainants may get an advocate to help them when making a complaint, All complaints about community housing providers made to the Registrar's office are assessed and actioned accordingly, If the information or complaint falls outside the Registrar's jurisdiction, an appropriate referral will be made. For complaints aboutCorrective Services, pleasecontact Corrective Services. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. Housing and property | Service NSW 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. Our customer complaints process explains how we manage feedback.
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