department of housing complaints nsw

Generally, as a first step you should contact the agency you want to complain about. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. To enquire about accommodation, please contact Housing NSW on 1800 422 322. We'll contact you within 2 weeks to give you an update on your complaint. The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. The Registrars Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances. please see our fact sheets in the top right of this webpage. Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. The AHO respects the right of our clients to complain if they receive poor service. We will need all the evidence you have to assess your complaint. 1. This page tells you about the role of the NSW Ombudsman in handling social housing complaints. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. We also have advice if you are having a problem with a neighbour. This includes: Read more about complaints about community services. If you want us to handle your complaint confidentially within the Department, please let us know. We can handle complaints about community services run or funded by the government. 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 FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. FACS can only take action against a tenant if there is good evidence their behaviour may be in breach of their residential tenancy agreement. seek further evidence from you or the organisation about what has happened. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. A contractor will contact you to make an appointment for an inspection and/or repair to take place. east. Visit their website or call them to find out how to complain to them. However, your complaint about a decision might include a matter that we can assist you with. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. Complainants who remain anonymous are not afforded feedback regarding the outcome of the investigation into the matter raised. Most DCJ offices are open Monday to Friday from 9am to 5pm. Registry of Births, Deaths and Marriages. The grounds for complaint we can consider relate to: We can help you make a complaint. You can also help another person to make a complaint. 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. We can also handle complaints about water services provided by local councils. If you are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services. 1800 000 164(9am to 4.30pm Monday to Friday)[email protected]:Reply Paid 63437, Complaints Unit, Locked Bag 4028, Ashfield NSW 2131. Understand what housing help you may be eligible for, including social housing and private rental assistance. 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. We canhelp you make a complaint. You will need to give as many details as possible about the problem that needs repairing when you call. For more information, you canvisit the Justice Legal website or theInformation and Privacy Commission website. You will need to give as many details as possible about the problem that needs repairing when you call. What if I need assistance to provide feedback? Make sure you have a pen ready to write down the job reference number for your maintenance request. If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. Housing and homelessness launch. Generally, we cannot deal with complaints about community housing providers because they are usually not within our jurisdiction. 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. We will use your rating to help improve the site. Housing NSW Head Office Locked Bag 4001 ASHFIELD BC NSW 1800 Phone: 1800 422 322 More information DCJ Housing offices are generally open from 9:00am to 5:00pm. Phone: (02) 9286 1000 Contact theHealth Care Complaints Commissioner. Please refer to the Housing Trust Complaints Policy for more information. If you are Aboriginal or Torres Strait Islander and wish to speak to an Aboriginal operator, just choose the relevant menu option (available Monday to Friday 9am 5pm). Informed by lessons of the past,Department of Communities and Justiceis improving how we work with Aboriginal people and communities. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. In NSW, government-owned and managed social housing is provided by the Department of Family and Community Services (FACS), including the Aboriginal Housing Office (AHO). 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. The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. 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. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. 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 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 . Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. Registrar of Community Housing Locked Bag 4001 Ashfield BC 1800 Our email is [email protected] Our telephone number is 1800 330 940 How we handle complaints and enquiries Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. You can also complain to us directly if you dont feel safe making a complaint to the agency. 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. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. This includes tenants, tenant advocates, and people who work with providers. Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). Can I appeal more than once? We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. nsw.gov.au or ring 1300 HOUSING (1300 468 746). We'll also ask you to upload documents to support your 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). 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. The MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. 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. You can find the address on our website. Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. child protection services. We cannot handle complaints about your employment or employer. If possible, we will also give you an estimated timeframe for our response. being bullied by other residents. You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.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. 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, Centralised Gas Hot Water System Reimbursement Scheme, Modifications for people with disabilities or the elderly, Occupational therapist assessment overview, Requesting maintenance and reporting problems, Swimming pools in public housing properties. Part 1: What is unreasonable conduct by a complainant? We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. An appeal can be made if you feel we have not followed . We cannot handle complaints about child support. 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. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. Monitoring Community Services We promote and protect the rights and best interests of people using community services in NSW. This might be about detrimental actions taken against you after you made a disclosure. To help us assess a complaint, we generally require you to provide some evidence to support your complaint. The Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. Make your complaint online. Just let us know: We cannot provide you with legal advice. We can handle complaints about NSW public health services and providers, including: However, we cannot handle a complaint if it is about clinical and medical care. 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. contact information for other useful organisations. For general enquiries, call DCJ Housing Contact Centre on 1800 422 322. However Registry staff cannot give you legal advice or recommend what action you should take. The Ombudsman does not have power to make binding and enforceable decisions. HAC is independent and can review FACSs decisions and recommend changes. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Direct a complaint about a DCJ funded contract to the relevant DCJ contract manager. 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. We do this only rarely when there is evidence of very serious and/or systemic problems. 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. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. For example, letters or emails between you and the agency, photos or other documents. 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. Email:[email protected]. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Argiri Alisandratos, acting associate secretary of the Department of Families, Fairness and Housing, says he wants the child protections system to be led by Indigenous organisations: private universities for example, Australian Catholic University and University of Notre Dame. update contact details, including emergency contacts. Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. You can call us to discuss your particular case. 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 [email protected] alternatively by telephone on(02) 9716 2662. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. 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 acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Contact the: We can handle employment complaints relating to public interest disclosures. 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. See Appealing a decision by FACS below. 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. Sydney NSW 2000 Submitting a complaint You can submit a complaint or provide feedback by using one of the following methods: Via the online feedback form Email [email protected] Phone 13 77 88 In person at any Service NSW Service Centre Write to: Customer Resolution Coordinator GPO Box 7057 Sydney NSW 2001 Complaints about our services

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