You can also call FACS or go to your local office for assistance. 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. Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. 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. If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. Tenants will be referred to Community Justice Centres for assistance when required. 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. You can phone or visit any of our local DCJ offices. If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. What if I am dissatisfied with the handling of my complaint? For example, letters or emails between you and the agency, photos or other documents. Select a department Select an agency. Your rating will help us improve the website. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. Although we wont be able to respond to your concerns, anonymous complaints can provide us with useful information that can lead to service improvements. 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. This includes tenants, tenant advocates, and people who work with providers. The app lets you: check account balances and transactions such as rent, water and a Rentstart Bond Loan. universities based in other states or countries for example, University of Tasmania. if you would like your complaint to be handled confidentially. The following list of links that will help you find the right place to make a complaint. Alternatively, you can contact your local DCJ Housing office launch. 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. Tenants have a right to the peaceful enjoyment of their home and an obligation to abide by the conditions of their tenancy agreement. 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. Direct a complaint about a DCJ funded contract to the relevant DCJ contract manager. Visit their website or call them to find out how to complain to them. If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. You may also consider seeking a referral of your complaint to mediation. We cannot handle complaints about NDIS providers (registered or unregistered). A contractor will contact you to make an appointment for an inspection and/or repair to take place. 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. corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. Only in the most serious cases will FACS consider applying to the NCAT to evict a tenant. Contact theHealth Care Complaints Commissioner. east. 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. Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. 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. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. Level 24,580 George Street Sydney NSW 2000Toll free (outside Sydney metro) 1800 451 524Email info@ombo.nsw.gov.au. If possible, we will also give you an estimated timeframe for our response. DCJ Housing will investigate complaints against tenants where there is an alleged breach of the tenancy agreement. Tenancy Hub Welcome to the DCJ Housing Tenancy Hub. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. Sydney NSW 2001. 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. 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. 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. 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). This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). We can finalise most complaints within 30 days. . nsw.gov.au or ring 1300 HOUSING (1300 468 746). If this is the case, we will contact you to discuss the issue, before taking further action. 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. We also cannot handle complaints about private health services and providers. 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. The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. what happened after you contacted the agency. Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. not telling you the outcome of your complaint. What matters are out of the Registrar's scope? Contact the Law Enforcement Conduct Commission. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. HAC is independent and can review FACSs decisions and recommend changes. If you are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services. seek further evidence from you or the organisation about what has happened. 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. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. 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. You dont have to tell us your name when you make a complaint. 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. You will need their permission to do this. A range of private rental assistance products and services available to help clients. 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. prioritising delayed actions or decisions. If you work for the government (including local government), you can report serious wrongdoing in your workplace. You can find the address on our website. 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. You can call us to discuss your particular case. Go to www. When you're ready, make your complaint online. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). 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. being bullied by other residents. You can find descriptions of your fair housing rights in several languages other than English here. Service NSW is committed to providing excellent customer service. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. We'll contact you within 2 weeks to give you an update on your complaint. For all tenant enquiries and complaints. 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. We can look at how FACS handles complaints about tenant behaviour, but we cant make FACS take enforcement action against a tenant, or investigate tenant behaviour ourselves. For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. 1. contact information for other useful organisations. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. We value all feedback, because it helps us improve our services. What is your policy on complaints and feedback? 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. The Police Assistance Line will give you an event number for your report, make sure you write this down. You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. It is a criminal offence for anyone to take any action against you for making a complaint to us. These translations should be used as a guide only. 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. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. Complaints about an organisation funded by DCJ to provide services on its behalf, in relation to accessing a service, service delivery, or the organisations management practices can be made directly to the organisation in question, or to DCJ via theDCJ Your Feedbackwidget. We cannot handle complaints about phone and internet companies for example, Telstra, Vodafone and Optus. completing an online feedback form at www.housing.nsw.gov.au. 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. The MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). 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. If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. Closed COVID-19 support programs statistics. If there is, we may suggest changes to policies or procedures. See Advocacy and Legal Services 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. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. 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 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. Western Region. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer.