department of housing complaints nsw

In NSW, government-owned and managed social housing is provided by the Department of Family and 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. HAC is independent and can review FACSs decisions and recommend changes. Please refer to the Housing Trust Complaints Policy for more information. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. Only in the most serious cases will FACS consider applying to the NCAT to evict a tenant. You can also write to your local DCJ office. They're also able to make decisions on the spot about what needs to be done. The Registrars Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances. 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. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. 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. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing. If this is the case, we will contact you to discuss the issue, before taking further action. For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. An appeal can be made if you feel we have not followed . The Registrar of Community Housing can be contacted on: Locked Bag 4001, Ashfield BC 1800 Free call: 1800 330 940 Facsimile: 02 8741 2522 Email: [email protected] Web: www.rch.nsw.gov.au. If you work for the government (including local government), you can report serious wrongdoing in your workplace. 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. 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. For information please see the During a Tenancy Policy. corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. If possible, we will also give you an estimated timeframe for our response. You will need to give as many details as possible about the problem that needs repairing when you call. Housing and homelessness launch. Part 1: What is unreasonable conduct by a complainant? Tenancy Hub Welcome to the DCJ Housing Tenancy Hub. 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. What if I need assistance to provide feedback? We review the information you give us and decide what action to take. You will be asked to provide details of the damage and when it happened. We also have advice if you are having a problem with a neighbour. A community housing organisation, housing association or housing provider: you need to contact them directly. You can find the address on our website. The following list of links that will help you find the right place to make a complaint. If you are not happy with their response, find out how to lodge a complaint with the Housing Registrar on their website. 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. Check complaints we handle to see a list of who can handle your complaint if we cant. Social housing-related complaint Housing Contact Centre (client feedback option) 1800 422 322 launch (9.00am to 4.30pm Monday to Friday) [email protected] launch Post: Client Feedback Unit, Locked Bag 7150, Liverpool BC 1871. Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. Registrar of Community Housing Locked Bag 4001 Ashfield BC 1800 Our email is [email protected] Our telephone number is 1800 330 940 How we handle complaints and enquiries contact information for other useful organisations. We cannot handle complaints about child support. commence a formal maladministration investigation into your complaint. Alternatively, you can contact your localCommunity Services Centreto make a complaint. Go to www. You will need to give as many details as possible about the problem that needs repairing when you call. Community Services Enquiry, Feedback and Complaints Unit. completing an online feedback form at www.housing.nsw.gov.au. We handle complaints about most NSW government departments and agencies, local councils in NSW and community service providers. 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. guide the standard of behaviour for DCJ employees who are managing complaints. The law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. Having trouble with unlawful development activity? The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. For a list of offices and contact numbers go to www.housing. We will give you reasons for our decisions. Select a department Select an agency. 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. 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, what information you need to support your complaint. See our Accessibility page for further information. 2-24 Rawson Place Sydney NSW 2000 [email protected] 1800 679 289 (International +61 2 . When you're ready, make your complaint online. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. update contact details, including emergency contacts. Our customer complaints process explains how we manage feedback. For all other service providers, including Energy Australia, AGL and Origin, contact the Energy and Water Ombudsman NSW. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. We usually expect you to contact the agency with your complaint, before you make a complaint to us. We will need all the evidence you have to assess your complaint. 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). 4 Parramatta Square, 12 Darcy St, Parramatta, NSW 2150 Map. 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. promise to improve our policies, procedures or systems. The Registrar of Community Housing is within the Ombudsmans jurisdiction. To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. The grounds for complaint we can consider relate to: Visit their website or call them to find out how to complain to them. For more information, you canvisit the Justice Legal website or theInformation and Privacy Commission website. You can also complain to us directly if you dont feel safe making a complaint to the agency. However we can get information from these authorities that may better explain the decision for you. You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. You can find descriptions of your fair housing rights in several languages other than English here. Includes Aboriginal people, families and communities, carers, disability and inclusion, seniors, youth, volunteering and advisory councils. It is a criminal offence for anyone to take any action against you for making a complaint to us. 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 report fraud, misconduct or corruption through our feedback tab. If you have a complaint that is serious or complex, it is generally best to put it in writing. This includes: Read more about complaints about community services. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. 1. 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. FACS can only take action against a tenant if there is good evidence their behaviour may be in breach of their residential tenancy agreement. make payments to accounts. You can choose to remain anonymous when you submit a complaint. Contact the Law Enforcement Conduct Commission. This is dealt with under Residential Tenancies Legislation by the NSW Civil and Administrative Tribunal (NCAT) formerly known as CTTT. You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. 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. The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). 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. a preset menu that will direct your enquiry to the service you need including. 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 [email protected] 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 MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. However please note that not all complaints will be suitable for mediation. For complaints aboutCorrective Services, pleasecontact Corrective Services. Phone: (02) 9286 1000 The Judicial Commission of NSW receives complaints about judicial officers. 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. You will need their permission to do this. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. See Advocacy and Legal Services below. Making a complaint is free. 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. For example, letters or emails between you and the agency, photos or other documents. Anonymous complaints are only investigated in special circumstances. 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. This page tells you about the role of the NSW Ombudsman in handling social housing complaints. For more information on FaCS Housing NSW policies, see the Housing NSW website. 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. For a step-by-step guide to making a complaint, see How . If you need help contacting the agency, see Get help making a complaint. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). 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. nsw.gov.au or ring 1300 HOUSING (1300 468 746). You first need to appeal to FACS. Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. 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. Updated on 22/03/2022. If the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. For all other complaints, please see the following information. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. 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 acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. child protection services. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. You dont have to tell us your name when you make a complaint. 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). We can finalise most complaints within 30 days. not telling you the outcome of your complaint. 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. You can phone or visit any of our local DCJ offices. For complaints about alleged corrupt conduct of councillors or council staff, contact the Independent Commission Against Corruption (ICAC). 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. Housing Offices Coffs Harbour DCJ Housing Alternatively you may wish towrite to the relevant Minister. If you remain dissatisfied, you can appeal to the Housing Appeals Committee (HAC). 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. However, your complaint about a decision might include a matter that we can assist you with. What if I am dissatisfied with the handling of my complaint? Read more about making a public interest disclosure (whistleblowing). Contact the Commonwealth Ombudsman. 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. 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. 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