If you need help with your complaint, see Get help making a complaint. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. Part 1: What is unreasonable conduct by a complainant? Anonymous complaints are only investigated in special circumstances. To enquire about accommodation, please contact Housing NSW on 1800 422 322. 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. Please call the Police Assistance Line first to report vandalism before calling the Maintenance Line. If this is the case, we will contact you to discuss the issue, before taking further action. Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. Sydney NSW 2000 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. U.S. Department of Housing and Urban Development 451 7th Street, S.W., Washington, DC 20410 T: 202-708-1112 Our website uses an automatic service to translate our content into different languages. Phone: (02) 9286 1000 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), Public interest disclosures (whistleblowing), Children, young people and family services. We do this only rarely when there is evidence of very serious and/or systemic problems. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. a preset menu that will direct your enquiry to the service you need including. Department of Communities and Justice (DCJ). 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 cannot determine liability, order payment of compensation or change a decision made by NCAT. Types of Complaints Investigated by FHEO. Alternatively, you can ask the NSW Ombudsman to review your complaint. 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. 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. If possible, we will also give you an estimated timeframe for our response. We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529. seek further evidence from you or the organisation about what has happened. For more information on FaCS Housing NSW policies, see the Housing NSW website. Housing Offices Coffs Harbour DCJ Housing 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). You will be asked to provide details of the damage and when it happened. Go to www. serious and substantial waste of public money. You can report fraud, misconduct or corruption through our feedback tab. How to contact DCJ Housing | Family & Community Services Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. If your complaint is referred to another agency we will notify you of this transfer. Please ring the Maintenance Line back if the problem gets worse or you have not had a response to the request in the agreed timeframe. 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. This site also provides details of awarded contracts over $150,000 in value. The Ombudsman does not have power to make binding and enforceable decisions. 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. Talk about it Most issues can be resolved by talking it out with the other party. We cannot handle complaints about phone and internet companies for example, Telstra, Vodafone and Optus. Just let us know: We cannot provide you with legal advice. private universities for example, Australian Catholic University and University of Notre Dame. 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. Contact the NSW Education Standards Authority (NESA). You can report any contracting matter or escalate a contracting complaint to the NSW Ombudsman. 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. We also cannot handle complaints about private health services and providers. Once yousubmit your complaint, we'll email you a copy of it. Part 1: What is unreasonable conduct by a complainant? If you need help contacting the agency, see Get help making a complaint. 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). If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. If you remain dissatisfied, you can appeal to the Housing Appeals Committee (HAC). Housing Complaints, Appeals & Feedback: Home In Place eTendering - Transport for NSW (Roads and Maritime Projects) - Current However Registry staff cannot give you legal advice or recommend what action you should take. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. For complaints about alleged corrupt conduct of councillors or council staff, contact the Independent Commission Against Corruption (ICAC). You can also write to your local DCJ office. For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. When can I expect a response to my complaint? Alternatively, you can contact your localDCJ Housing office. 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. State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. Your rating will help us improve the website. The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). You can do this by contacting the person you have been dealing with and making this request. If a complaint is serious or complex, it may take longer. We value all feedback, because it helps us improve our services. Make sure you have a pen ready to write down the job reference number for your maintenance request. 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. To help us assess a complaint, we generally require you to provide some evidence to support your complaint. Part 1: What is unreasonable conduct by a complainant? What is your policy on complaints and feedback? 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. Child Protection Helpline - 13 21 11 Disaster Welfare Assistance Line - 1800 018 444 Link2Home Homelessness - 1800 152 152 Domestic Violence Line - 1800 656 463 Services and support General enquiries We review the information you give us and decide what action to take. 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. 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: Appeals. Courts and tribunals are separate from Government. If FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. We can support people with disability and Aboriginal peoples, and have information in easy English and other languages, see Information in other languages. Enter a postcode, suburb, town, or address to find a local housing office near you. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). Justice Health and Forensic Mental Health Network. Make a contracting complaint, allegation of misconduct, compliment or 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. Sometimes we suggest what we think should happen to resolve your complaint. 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. The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. This includes: Read more about complaints about community services. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. Contact the NDIS Quality and Safeguards Commission. Call 1300 652 488 to arrange a translator to speak in the language you need. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. Having trouble with unlawful development activity? You can call us for advice about whether your issue is something we can help with. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. please see our fact sheets in the top right of this webpage. Feedback and complaints | Housing.vic.gov.au Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. They should have a complaint process for you to follow. 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. eTendering - NSW Department of Communities and Justice - Current Tender Housing and homelessness | Family & Community Services Housing Offices (DCJ Housing) | Service NSW You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. However, we may be able to help you if an LAHC contractor maintains the property you are renting or the provider is a Specialist Homelessness Service (SHS). You can phone or visit any of our local DCJ offices. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. Our customer complaints process explains how we manage feedback. 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. corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. not telling you the outcome of your complaint. Toll free: 1800 451 524 (Australia wide) If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. A community housing organisation, housing association or housing provider: you need to contact them directly. 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. Open all What can you give feedback or complain about Antisocial behaviour complaints Other complaints Positive feedback Last updated: 22 September 2020 Understand what housing help you may be eligible for, including social housing and private rental 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, 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. Registrar of Community Housing - Enquiries & Complaints Home - NSW Ombudsman For complaints about private health insurance, contact the Commonwealth Ombudsman. 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, Resolveappfor young people leaving care. The Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. 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. There are some services we cannot help you with for example, Centrelink, banks and legal services. Feedback and complaints about public housing | NT.GOV.AU We usually expect you to contact the agency with your complaint, before you make a complaint to us. You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. 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. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. File a Complaint - Main Page | HUD.gov / U.S. Department of Housing and If you have a disability, or if you do not understand English well, we can assist you with providing feedback or making a complaint. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Service NSW is committed to providing excellent customer service. Includes Aboriginal people, families and communities, carers, disability and inclusion, seniors, youth, volunteering and advisory councils. Complaints about community housing providers should be made directly to the provider. Making a complaint is free. You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. See Advocacy and Legal Services below. If you're an eligible first home buyer, you have the choice to pay an annual property tax instead of stamp duty. You can call us to discuss your particular case. We canhelp you make a complaint. We give free, confidential language services to clients who may needhousing information or help. 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. 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. If you are not happy with their response, find out how to lodge a complaint with the Housing Registrar on their website. Complaints about community services - NSW Ombudsman Applicants and tenants can appeal these decisions through the Housing Appeals Committee. You may also consider seeking a referral of your complaint to mediation. We also have advice if you are having a problem with a neighbour. east. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . We can handle complaints about community services run or funded by the government. First Home Buyer Choice. We also provide additional support for people with a disability to make a complaint. Your rating will help us improve the website. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. DCJ Housing | Service NSW Social housing is maintained by commercial contractors whose performance is regulated by the Land and Housing Corporation (LAHC). Generally, we cannot deal with complaints about community housing providers because they are usually not within our jurisdiction. A range of private rental assistance products and services available to help clients. 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 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. Tenants have a right to the peaceful enjoyment of their home and an obligation to abide by the conditions of their tenancy agreement. For information please see the During a Tenancy Policy. What matters are out of the Registrar's scope? 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 NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. 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. Neighbours | Family & Community Services However, your complaint about a decision might include a matter that we can assist you with. If you want us to handle your complaint confidentially within the Department, please let us know. It is a criminal offence for anyone to take any action against you for making a complaint to us. You should briefly state your concern, and tell us what happened. Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. You can submit an appeal using the online appeal form located on the HAC website. You can either write (a letter oremail), telephone, or provide your feedback over the counter. 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. How will you protect the privacy or confidentiality of my complaint? We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. We will use your rating to help improve the site. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities.