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. 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. please see our fact sheets in the top right of this webpage. eTendering - NSW Department of Communities and Justice - Current Tender 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 on1800 422 322. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. Social housing is maintained by commercial contractors whose performance is regulated by the Land and Housing Corporation (LAHC). This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. Sydney NSW 2000 Housing and homelessness - Communities and Justice You can also help another person to make a complaint. 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. 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. 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. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. If you signed a contract of purchase between 11 November 2022 and 15 January 2023, you can claim a refund of the stamp duty paid through the Revenue NSW website until 30 June 2023. For example, letters or emails between you and the agency, photos or other documents. 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. make payments to accounts. Customer complaints | Service NSW 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. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. We value your feedback on how we have handled complaints and communicated the outcomes to you. We will use your rating to help improve the site. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. 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. 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. Repairs, modifications and maintenance to a property | Family You can also complain to the AHO directly by contacting one of their offices or by visiting their . Department of Communities and Justice (DCJ). 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. When you're ready, make your complaint online. Make sure you have a pen ready to write down the job reference number for your maintenance request. Please note, the Registrar does not provide accommodation and is unable to assist with accommodation requests. What if I am dissatisfied with the handling of my complaint? They should have a complaint process for you to follow. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing. 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. Direct a complaint about a DCJ funded contract to the relevant DCJ contract manager. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Housing and homelessness. Tenants are best contacting their tenancy manager of their housing provider. We can handle complaints about community services run or funded by the government. Common complaints include: feeling unsafe. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. More information is available on the Commission's website atwww.judcom.nsw.gov.au. Noise complaints about tenants - lawaccess.nsw.gov.au You can find the address on our website. The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. Strata disputes | NSW Government To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. You may need to show this to us if your complaint is not resolved. We cannot determine liability, order payment of compensation or change a decision made by NCAT. 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. 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. Contact the NDIS Quality and Safeguards Commission. We also have advice if you are having a problem with a neighbour. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). Having trouble with your rates and charges? State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. 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. 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. Contact us - Communities and Justice To enquire about accommodation, please contact Housing NSW on 1800 422 322. east. Complaints & Appeals - Housing Trust All parties must ensure that information is restricted to those who genuinely need to know. The Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. If you remain dissatisfied, you can appeal to the Housing Appeals Committee (HAC). Your complaint will then be escalated internally to an appropriate person for review and response. Enter a postcode, suburb, town, or address to find a local housing office near you. 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. if you would like your complaint to be handled confidentially. What is your policy on complaints and feedback? Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. The grounds for complaint we can consider relate to: These translations should be used as a guide only. We can also handle complaints about water services provided by local councils. A range of private rental assistance products and services available to help clients. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. Enquiries and complaints can be made by telephone or in writing. Part 1: What is unreasonable conduct by a complainant? It takes about 15 minutes. This might be about detrimental actions taken against you after you made a disclosure. Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. GPO Box 7057 PDF Community housing related complaints (general) Fact sheet This site also provides details of awarded contracts over $150,000 in value. An online form is available where the provider is registered under the NRSCH. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. Call 1300 652 488 to arrange a translator to speak in the language you need. Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. 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 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. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. 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. If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. 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. Go to www. To help us assess a complaint, we generally require you to provide some evidence to support your complaint. 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. Contact the Commonwealth Ombudsman. For a step-by-step guide to making a complaint, see How . 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. Level 24,580 George Street Sydney NSW 2000Toll free (outside Sydney metro) 1800 451 524Email info@ombo.nsw.gov.au. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. However, it will be harder for us to assess and resolve your complaint if we dont know who you are. However, your complaint about a decision might include a matter that we can assist you with. FACS can only take action against a tenant if there is good evidence their behaviour may be in breach of their residential tenancy agreement. Registry of Births, Deaths and Marriages. We review the information you give us and decide what action to take. Make your complaint online. If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. You can also write to your local DCJ office. The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb).
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