Can I appeal more than once? If you're not happy with our decision or the way we handled your complaint, seeComplaints about the NSW Ombudsman. Registry of Births, Deaths and Marriages. 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. 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. The Registrars Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances. An online form is available where the provider is registered under the NRSCH. The law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. We promote awareness and understanding of the PID Act. 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). 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. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. All parties must ensure that information is restricted to those who genuinely need to know. It could be a government agency, community service provider or a private company. 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. They should have a complaint process for you to follow. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities. You can find the address on our website. 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. Please note, the Registrar does not provide accommodation and is unable to assist with accommodation requests. If you are seeking any of these outcomes, you can seek legal advice. If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. 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. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. Service providers can make contracting complaints to DCJ about DCJ or about the services or management practices of an organisation funded by DCJ. Our customer complaints process explains how we manage feedback. Housing and homelessness - Communities and Justice File a Complaint - Main Page | HUD.gov / U.S. Department of Housing and For all other complaints, please see the following information. 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. if you would like your complaint to be handled confidentially. We give free, confidential language services to clients who may needhousing information or help. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. 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. It takes about 15 minutes. Housing Complaints, Appeals & Feedback: Home In Place You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. E-mail: customersupport@jaggaer.com. For example, you may be unable to appeal a decision to HAC because of delays by FACS, or perhaps FACS has not explained the reasons for its decision. 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. 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. This might be about detrimental actions taken against you after you made a disclosure. The MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. If you need help with your complaint, see Get help making a complaint. If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. For further information. Anyone who has concerns about whether a registered community housing provider is meeting its responsibilities under the National Regulatory Code can notify us of their concerns or make a complaint. 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. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. This means that another, more senior staff member will look again at your complaint, and decide whether or not it was handled fairly and reasonable steps were taken to resolve the issue. Applicants and tenants can appeal these decisions through the Housing Appeals Committee. Contact the Telecommunications Industry Ombudsman. Housing Offices Coffs Harbour DCJ Housing We can finalise most complaints within 30 days. You can accessour apology to the Stolen Generations. 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 Feedback and complaints about public housing | NT.GOV.AU This gives the agency a chance to fix the problem. 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 types of complaints are called public interest disclosures and include: You can report serious wrongdoing to the person responsible for dealing with public interest disclosures in your agency. Phone:02 9716 3025and ask for an Assisted Boarding House Compliance Officer. Phone: (02) 9286 1000 1. The Ombudsman does not have power to make binding and enforceable decisions. Noise complaints about tenants - lawaccess.nsw.gov.au Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. 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. We also cannot handle complaints about private health services and providers. When you're ready, make your complaint online. It takes about 15 minutes. east. Types of Complaints Investigated by FHEO. We cannot handle complaints about financial services, including: Contact the Australian Financial Complaints Authority (AFCA). For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. If this is the case, we will contact you to discuss the issue, before taking further action. Your rating will help us improve the website. 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. 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 help another person to make a complaint. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. Justice Health and Forensic Mental Health Network. 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. If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. We handle complaints about agencies that provide services to Aboriginal communities, such as: We have Aboriginal staff who assist to handle complaints we receive from Aboriginal people s . Further information regarding the privacy of your information can be viewed on the Privacy page. This is dealt with under Residential Tenancies Legislation by the NSW Civil and Administrative Tribunal (NCAT) formerly known as CTTT. 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: We can handle complaints about community services run or funded by the government. Please refer to the Housing Trust Complaints Policy for more information. 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. 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). You can also complain to the AHO directly by contacting one of their offices or by visiting their website: unreasonable delay in taking action or making a decision, failure to contact you or reply to your correspondence, emails or phone calls, failure to adequately respond to a maintenance request, failure to comply with work orders, technical inspection orders or orders by the NSW Civil and Administrative Tribunal (NCAT), failure to comply with other undertakings, not providing reasons for a decision that affects you. All reports are treated seriously and managed in the strictest confidence. Contact the NSW Education Standards Authority (NESA). We assess each complaint we receive and decide whether to take action on a case by case basis. Sydney NSW 2000 This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). Direct a complaint about a DCJ funded contract to the relevant DCJ contract manager. The following list of links that will help you find the right place to make a complaint. Your rating will help us improve the website. 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. If a complaint is serious or complex, it may take longer. We will need all the evidence you have to assess your complaint. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. update contact details, including emergency contacts. make payments to accounts. 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. 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. 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. Understand what housing help you may be eligible for, including social housing and private rental assistance. 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. Updated on 22/03/2022. You should briefly state your concern, and tell us what happened. 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. You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. east. For all tenant enquiries and complaints. We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). Contact the NDIS Quality and Safeguards Commission. Requesting maintenance and reporting problems - Family & Community Services How to make a complaint - NSW Ombudsman State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. You can submit an appeal using the online appeal form located on the HAC website. Customer complaints | Service NSW Complaints about community services - NSW Ombudsman being bullied by other residents. what happened after you contacted the agency. Complaints and notifications are an important source of information and intelligence for the Registrar. For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Visit their website or call them to find out how to complain to them. completing an online feedback form at www.housing.nsw.gov.au. 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 term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. please see our fact sheets in the top right of this webpage. Once yousubmit your complaint, we'll email you a copy of it. Complaints & Appeals - Housing Trust If you are still not satisfied you may wish to contact: Chief Executive Officer, Service NSW Registrar of Community Housing Locked Bag 4001 Ashfield BC 1800 Our email is registrar@facs.nsw.gov.au Our telephone number is 1800 330 940 How we handle complaints and enquiries 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. You should firstly contact the staff member you were dealing with, or the staff member's supervisor. about your disability, or what is your preferred language, and. We'll contact you within 2 weeks to give you an update on your complaint. Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. 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. 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.