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. Make a contracting complaint, allegation of misconduct, compliment or You can find descriptions of your fair housing rights in several languages other than English here. Once yousubmit your complaint, we'll email you a copy of it. We also cannot handle complaints about private health services and providers. 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. For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). See Advocacy and Legal Services below. what you think should happen to resolve your complaint. NSW Ombudsman* Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. Select a department Select an agency. If you have a complaint that is serious or complex, it is generally best to put it in writing. These translations should be used as a guide only. The NSW Government eTendering website lists upcoming, current and closed business opportunities that have been provided by agencies. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. We can help you make 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). 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. More information is available on the Commission's website atwww.judcom.nsw.gov.au. Neighbours | Family & Community Services See Advocacy and Legal Services below. An appeal can be made if you feel we have not followed . They usually welcome you speaking up as it can help them to uncover a problem and improve their services. Call 1300 652 488 to arrange a translator to speak in the language you need. If FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. You can accessour apology to the Stolen Generations. If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. If there is, we may suggest changes to policies or procedures. 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. 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 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. 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. Contact theHealth Care Complaints Commissioner. Alternatively, you can contact your local DCJ Housing office launch. Social housing is maintained by commercial contractors whose performance is regulated by the Land and Housing Corporation (LAHC). To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. 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 contact us by phone we will endeavour to transfer your call to the relevant agency, or provide you with that agency's contact details. You can report fraud, misconduct or corruption through our feedback tab. if you would like your complaint to be handled confidentially. We cannot handle complaints about your employment or employer. 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. Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. Contact the: We can handle employment complaints relating to public interest disclosures. We generally expect you to complain to FACS if you have an issue with a service provided by FACS, AHO, or an LAHC contractor, before complaining to us. tenants.org.au to find a service near you or call Law Access on 1300 888 529 for an appropriate referral. Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). 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. This site also provides details of awarded contracts over $150,000 in value. Read more about making a public interest disclosure (whistleblowing). You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. For complaints about: We cannot handle complaints about other independent integrity commissions or bodies, such as: If you are finding it hard to know who you should complain to, we canhelp you make a complaint. MyHousing mobile app | Service NSW Housing and property | Service NSW You can also ask them to give reasons for the delay. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. update contact details, including emergency contacts. 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. What is your policy on complaints and feedback? Monitoring Community Services We promote and protect the rights and best interests of people using community services in NSW. Part 1: What is unreasonable conduct by a complainant? For all tenant enquiries and complaints. Make sure you have a pen ready to write down the job reference number for your maintenance request. The Registrars role is to ensure that registered community housing providers comply with the National Regulatory Code. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. Most DCJ offices are open Monday to Friday from 9am to 5pm. Understand what housing help you may be eligible for, including social housing and private rental assistance. 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. You will need to give the event number to Maintenance Line staff when you call to request a repair. Registrar of Community Housing - Enquiries & Complaints 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. Social housing-related complaint Housing Contact Centre (client feedback option) 1800 422 322 launch (9.00am to 4.30pm Monday to Friday) feedback@facs.nsw.gov.au launch Post: Client Feedback Unit, Locked Bag 7150, Liverpool BC 1871. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. Contact the NSW Education Standards Authority (NESA). Keep a copy of emails or letters between you and the agency. Visit their website or call them to find out how to complain to them. Western Region. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. If they are unable to sort out the problem, you can complain to FACS. 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. Sydney NSW 2000 How to make a complaint - NSW Ombudsman But, there are complaints we cannot help you with: for example, Centrelink (Services Australia), Australian Tax Office (ATO), electricity, gas, water and phone companies, and other private businesses. 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. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Alternatively, complaints may be lodged in person at any of our branches or over the phone. This may include appealing a FACS decision that you disagree with. You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. The Police Assistance Line will give you an event number for your report, make sure you write this down. 1800 000 164(9am to 4.30pm Monday to Friday)complaints@facs.nsw.gov.auPost:Reply Paid 63437, Complaints Unit, Locked Bag 4028, Ashfield NSW 2131. 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. Your complaint will then be escalated internally to an appropriate person for review and response. You need to give them a chance to sort out any problems first. If you work for the NSW public sector, see Making a public interest disclosure. If you are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services. However we can get information from these authorities that may better explain the decision for you. Housing and homelessness | Family & Community Services You will need their permission to do this. Alternatively, you can contact your localCommunity Services Centreto make a complaint. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. Anonymous complaints are only investigated in special circumstances. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. For a step-by-step guide to making a complaint, seeHow to make a complaint. Justice Health and Forensic Mental Health Network. 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. Noise complaints about tenants - lawaccess.nsw.gov.au If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer. Complaints about social housing factsheet - opengov.nsw.gov.au 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. See Appealing a decision by FACS below. Appeals. Tenants are best contacting their tenancy manager of their housing provider. 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. corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. Your rating will help us improve the website. For further information. 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. 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. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . We can support people with disability and Aboriginal peoples, and have information in easy English and other languages, see Information in other languages. Housing Complaints, Appeals & Feedback: Home In Place There are some services we cannot help you with for example, Centrelink, banks and legal services. It takes about 15 minutes.
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