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. 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. The Registrar of Community Housing is within the Ombudsmans jurisdiction. 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. If possible, we will also give you an estimated timeframe for our response. The Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. PDF Community housing related complaints (general) Fact sheet Tenants Advice and Advocacy Services provide free tenancy and legal advice and can advocate on your behalf. More information is available on the Commission's website atwww.judcom.nsw.gov.au. To find out how to get in contact directly with someone from one of the justicedivisions of the Department of Communities andJusticecontact us. Our website uses an automatic service to translate our content into different languages. 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. Housing Offices Coffs Harbour DCJ Housing 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. Just let us know: We cannot provide you with legal advice. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). However, your complaint about a decision might include a matter that we can assist you with. 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. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities. 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. These translations should be used as a guide only. We promote awareness and understanding of the PID Act. Informed by lessons of the past,Department of Communities and Justiceis improving how we work with Aboriginal people and communities. 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. 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. We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. what happened after you contacted the agency. Strata disputes | NSW Government Alternatively, complaints may be lodged in person at any of our branches or over the phone. For a step-by-step guide to making a complaint, seeHow to make a complaint. Complaints about community services - NSW Ombudsman Antisocial behaviour in public housing - Family & Community Services The Police Assistance Line will give you an event number for your report, make sure you write this down. Contact the: We can handle employment complaints relating to public interest disclosures. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. update contact details, including emergency contacts. Visit their website or call them to find out how to complain to them. GPO Box 7057 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: For complaints about private health insurance, contact the Commonwealth Ombudsman. 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We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. If they are unable to sort out the problem, you can complain to FACS. 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. Alternatively, you can ask the NSW Ombudsman to review your complaint. The following list of links that will help you find the right place to make a complaint. Feedback and complaints | Housing.vic.gov.au For more information on FaCS Housing NSW policies, see the Housing NSW website. It is a criminal offence for anyone to take any action against you for making a complaint to us. How will you protect the privacy or confidentiality of my complaint? Contact the NSW Education Standards Authority (NESA). You can also write to your local DCJ office. Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. For information please see the During a Tenancy Policy. 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. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. All reports are treated seriously and managed in the strictest confidence. Sometimes we suggest what we think should happen to resolve your complaint. Appeals. Phone: 1800 422 322 (Housing Contact Centre) 1800 152 152 (Link2home Homelessness) TTY Phone: 133 677 More information Department of Communities and Justice - Housing ( DCJ Housing) provides a range of housing solutions for both the private rental market and Public Housing, Community Housing and Aboriginal Housing. You can submit an appeal using the online appeal form located on the HAC website. Direct a complaint about a DCJ funded contract to the relevant DCJ contract manager. Complaints about social housing - NSW Ombudsman 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. This may include appealing a FACS decision that you disagree with. Keep a copy of emails or letters between you and the agency. tenants.org.au to find a service near you or call Law Access on 1300 888 529 for an appropriate referral. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. universities based in other states or countries for example, University of Tasmania. private correctional centres for example, Junee, Parklea and Clarence. 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. 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. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. serious and substantial waste of public money. If you need help contacting the agency, see Get help making a complaint. We cannot handle complaints about legal services or courts. See our Accessibility page for further information. private universities for example, Australian Catholic University and University of Notre Dame. You can report fraud, misconduct or corruption through our feedback tab. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. We cannot handle complaints about the NSW Police Force or a member of the NSW Police Force. how you would like us to help you provide feedback or make a complaint. You should briefly state your concern, and tell us what happened. Feedback and complaints - Communities and Justice Resources for organisations delivering assistance with housing, supporting children and families and addressing domestic and family violence. 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. How to contact DCJ Housing Last published 01 Jun 2020 You can contact us a number of ways: Visit our website at www.dcj.nsw.gov.au Phone 1800 422 322 Email feedback@facs.nsw.gov.au Visit your local DCJ office Write to us: Locked Bag 4001, Ashfield BC 1800 DCJ Housing website https://www.facs.nsw.gov.au/housing Our website has: If you are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services. 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. 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. 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. 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 For a step-by-step guide to making a complaint, seeHow to make a complaint. NSW Department of Communities and Justice (DCJ), child protection and family support services, out-of-home care, including foster care, kinship care and intensive therapeutic care (ITC), Aboriginal Land Councils local Aboriginal land councils and the NSW Aboriginal Land Council. If you are seeking any of these outcomes, you can seek legal advice. If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. 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. They're also able to make decisions on the spot about what needs to be done. 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. Your rating will help us improve the website. Enter a postcode, suburb, town, or address to find a local housing office near you. If you are in Australia please call: 02 8074 8627. Read more aboutwhat we do with your complaint. We canhelp you make a complaint. Complaints and notifications are an important source of information and intelligence for the Registrar. 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. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Toll free: 1800 451 524 (Australia wide) Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. You may need to show this to us if your complaint is not resolved. 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. However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. 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. make payments to accounts. Repairs, modifications and maintenance to a property | Family This includes tenants, tenant advocates, and people who work with providers. 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. Go to www. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. east. Alternatively you may wish towrite to the relevant Minister. An appeal can be made if you feel we have not followed . Generally, as a first step you should contact the agency you want to complain about. Department of Communities and Justice (DCJ). What if I need assistance to provide feedback? An important function of the Registrar of Community Housing is to investigate complaints and other matters in respect of community housing providers that are registered under the National Regulatory System for Community Housing (NRSCH) or the NSW Local Scheme. 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. Housing and property | Service NSW An online service for DCJ tenants to lodge non-urgent home maintenance requests Home modification request DCJ assists eligible tenants and approved applicants to modify their home to help them live independently Maintenance and home alterations How to report maintenance issues and request permission for home alterations Alternatively, you can contact your localCommunity Services Centreto make a complaint. Housing Complaints, Appeals & Feedback: Home In Place We can handle complaints about most NSW government agencies, including: Housing; Service NSW; Transport for NSW; Land and Housing Corporation; Revenue NSW; NSW Trustee and Guardian; Fair Trading; Department of Education (including public schools) Registry of Births, Deaths and Marriages. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. You will need their permission to do this. Sydney NSW 2001. Most DCJ offices are open Monday to Friday from 9am to 5pm. 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. 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. Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. 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. Enquiries and complaints can be made by telephone or in writing. 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. 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. what you think should happen to resolve your complaint. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. Your rating will help us improve the website. 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 law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. Applicants and tenants can appeal these decisions through the Housing Appeals Committee. You can call us to discuss your particular case. We cannot handle complaints about phone and internet companies for example, Telstra, Vodafone and Optus. If your complaint is referred to another agency we will notify you of this transfer. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). See Appealing a decision by FACS below. 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 make a complaint to us and we can't handle your complaint, we'll tell you who can help.
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