If you need help with your complaint, see Get help making a complaint. We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. Our customer complaints process explains how we manage feedback. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. Contact the Law Enforcement Conduct Commission. 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. They should have a complaint process for you to follow. Generally, we cannot deal with complaints about community housing providers because they are usually not within our jurisdiction. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. For a step-by-step guide to making a complaint, seeHow to make a complaint. If there is, we may suggest changes to policies or procedures. We handle complaints about agencies that provide services to Aboriginal communities, such as: We have Aboriginal staff who assist to handle complaints we receive from Aboriginal people s . DCJ Housing supports the principles of a culturally and linguistically diverse society, and it will not tolerate harassment in the form of racism, homosexual or transgender vilification. Make sure you have a pen ready to write down the job reference number for your maintenance request. what you think should happen to resolve your complaint. Western Region. In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. You can find the address on our website. You can ask someone such as a family member, friend, or community worker to help you or to submit the complaint form for you. Contact the: We can handle employment complaints relating to public interest disclosures. 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. 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. We will give you reasons for our decisions. Alternatively, you can contact your localCommunity Services Centreto make a complaint. We give free, confidential language services to clients who may needhousing information or help. See our Accessibility page for further information. Anonymous complaints are only investigated in special circumstances. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. east. provide you with further explanation of a decision that has been made. Contact us Includes general enquiries, crisis numbers, media, helplines and feedback. 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. Common complaints include: feeling unsafe. You can also complain to us directly if you dont feel safe making a complaint to the agency. 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. if you would like your complaint to be handled confidentially. 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. We usually expect you to contact the agency with your complaint, before you make a complaint to us. The Ombudsman does not have power to make binding and enforceable decisions. The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. 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. They're also able to make decisions on the spot about what needs to be done. For a step-by-step guide to making a complaint, seeHow to make a complaint. They usually welcome you speaking up as it can help them to uncover a problem and improve their services. Select a department Select an agency. 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. You can submit an appeal using the online appeal form located on the HAC website. Generally, as a first step you should contact the agency you want to complain about. 1. U.S. Department of Housing and Urban Development 451 7th Street, S.W., Washington, DC 20410 T: 202-708-1112 This means you can complain to us about the Registrars administrative conduct, including the way the Registrar has handled your complaint about a community housing provider. 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: Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. . corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. Part 1: What is unreasonable conduct by a complainant? If you are seeking any of these outcomes, you can seek legal advice. We can handle complaints about most NSW government agencies, including: For a step-by-step guide to making a complaint, see How to make a complaint. 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. Monitoring Community Services We promote and protect the rights and best interests of people using community services in NSW. Justice Health and Forensic Mental Health Network. The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. We cannot handle complaints about legal services or courts. 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. Housing Offices Coffs Harbour DCJ Housing Your rating will help us improve the website. what happened after you contacted the agency. A range of private rental assistance products and services available to help clients. For further information. If the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. We can make inquiries with an agency if we consider there may be maladministration. What if I am dissatisfied with the handling of my complaint? 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. We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. However Registry staff cannot give you legal advice or recommend what action you should take. 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. The Police Assistance Line will give you an event number for your report, make sure you write this down. We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529. 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. For all other service providers, including Energy Australia, AGL and Origin, contact the Energy and Water Ombudsman NSW. 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. Visit their website or call them to find out how to complain to them. You can either write (a letter oremail), telephone, or provide your feedback over the counter. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. 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. The NSW Government eTendering website lists upcoming, current and closed business opportunities that have been provided by agencies. 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. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. 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. These translations should be used as a guide only. being bullied by other residents. Your report is confidential and we treat it seriously. We will use your rating to help improve the site. If you need help contacting the agency, see Get help making a complaint. We can only handle complaints about Sydney Water and WaterNSW. 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. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. We do this only rarely when there is evidence of very serious and/or systemic problems. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. NSW Ombudsman* *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. You can report fraud, misconduct or corruption through our feedback tab. 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 A community housing organisation, housing association or housing provider: you need to contact them directly. If you want us to handle your complaint confidentially within the Department, please let us know. please see our fact sheets in the top right of this webpage. If the issue is between residents, owners, or the owner corporation, there are four general steps to resolving it: Talk about it Speak to the owners corporation Use Fair Trading's mediation service Go to the NSW Civil and Administrative Tribunal. See Advocacy and Legal Services below. A contractor will contact you to make an appointment for an inspection and/or repair to take place. 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. a preset menu that will direct your enquiry to the service you need including. For more information, you canvisit the Justice Legal website or theInformation and Privacy Commission website. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. For complaints about alleged corrupt conduct of councillors or council staff, contact the Independent Commission Against Corruption (ICAC). HAC is independent and can review FACSs decisions and recommend changes. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. Make your complaint online. It is a criminal offence for anyone to take any action against you for making a complaint to us. You will need their permission to do this. make payments to accounts. Community Services Enquiry, Feedback and Complaints Unit. Understand what housing help you may be eligible for, including social housing and private rental assistance. This might be about detrimental actions taken against you after you made a disclosure. The Registrars Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances. Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. You can accessour apology to the Stolen Generations. The Registrar has a staff member designated for receiving and documenting all information, enquiries and complaints received, Information, enquiries and complaints can be provided verbally or in writing, Verbal complaints are written down by the staff member taking them, Written complaints are responded to as soon as possible, Complainants may get an advocate to help them when making a complaint, All complaints about community housing providers made to the Registrar's office are assessed and actioned accordingly, If the information or complaint falls outside the Registrar's jurisdiction, an appropriate referral will be made. serious and substantial waste of public money. You dont have to tell us your name when you make a complaint. child protection services. Read more about making a public interest disclosure (whistleblowing). 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. We cannot handle complaints about financial services, including: Contact the Australian Financial Complaints Authority (AFCA). If you have a disability, or if you do not understand English well, we can assist you with providing feedback or making a complaint. 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. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. When you're ready, make your complaint online. You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. 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We canhelp you make a complaint. For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. However, it will be harder for us to assess and resolve your complaint if we dont know who you are. For a step-by-step guide to making a complaint, see How . Tenants have a right to the peaceful enjoyment of their home and an obligation to abide by the conditions of their tenancy agreement. Housing and homelessness launch. 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. However we can get information from these authorities that may better explain the decision for you. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. 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. All parties must ensure that information is restricted to those who genuinely need to know. We can support people with disability and Aboriginal peoples, and have information in easy English and other languages, see Information in other languages. Having trouble with unlawful development activity? 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