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. If you are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services. 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. For more information on FaCS Housing NSW policies, see the Housing NSW website. Open all What can you give feedback or complain about Antisocial behaviour complaints Other complaints Positive feedback Last updated: 22 September 2020 Most DCJ offices are open Monday to Friday from 9am to 5pm. You can also call FACS or go to your local office for assistance. You can accessour apology to the Stolen Generations. 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 . For a list of offices and contact numbers go to www.housing. We cannot handle complaints about legal services or courts. If you work for the NSW public sector, see Making a public interest disclosure. Tenants Advice and Advocacy Services provide free tenancy and legal advice and can advocate on your behalf. 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. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. If you are not happy with their response, find out how to lodge a complaint with the Housing Registrar on their website. We can help you make a complaint. 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 Understand what housing help you may be eligible for, including social housing and private rental assistance. In these instances you will be kept updated on the progress of your complaint. Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. 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. Anonymous complaints will be registered and referred to the relevant area for review. This might be about detrimental actions taken against you after you made a disclosure. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. Justice Health and Forensic Mental Health Network. Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. Tenants are best contacting their tenancy manager of their housing provider. 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. about your disability, or what is your preferred language, and. If you are seeking any of these outcomes, you can seek legal advice. 4 Parramatta Square, 12 Darcy St, Parramatta, NSW 2150 Map. You can phone or visit any of our local DCJ offices. This may include appealing a FACS decision that you disagree with. 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, what information you need to support your complaint. 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: You can report fraud, misconduct or corruption through our feedback tab. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. When can I expect a response to my complaint? GPO Box 7057 Your report is confidential and we treat it seriously. Service NSW is committed to providing excellent customer service. We can finalise most complaints within 30 days. completing an online feedback form at www.housing.nsw.gov.au. 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. If you are still not satisfied you may wish to contact: Chief Executive Officer, Service NSW 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. FACS can only take action against a tenant if there is good evidence their behaviour may be in breach of their residential tenancy agreement. You will be asked to provide details of the damage and when it happened. being bullied by other residents. An online form is available where the provider is registered under the NRSCH. You may need to show this to us if your complaint is not resolved. Level 24, 580 George Street You should firstly contact the staff member you were dealing with, or the staff member's supervisor. 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. An appeal can be made if you feel we have not followed . 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. These translations should be used as a guide only. When you're ready, make your complaint online. 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. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. For all other complaints, please see the following information. 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. This gives the agency a chance to fix the problem. We will use your rating to help improve the site. Level 24,580 George Street Sydney NSW 2000Toll free (outside Sydney metro) 1800 451 524Email info@ombo.nsw.gov.au. private correctional centres for example, Junee, Parklea and Clarence. 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). You can seek legal advice about applying to NCAT for an order. In NSW, government-owned and managed social housing is provided by the Department of Family and promise to improve our policies, procedures or systems. For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. Resources for organisations delivering assistance with housing, supporting children and families and addressing domestic and family violence. Alternatively, you can ask the NSW Ombudsman to review your complaint. We review the information you give us and decide what action to take. We can only handle complaints about Sydney Water and WaterNSW. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. This includes: Read more about complaints about community services. You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. guide the standard of behaviour for DCJ employees who are managing complaints. 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. A community housing organisation, housing association or housing provider: you need to contact them directly. Registry staff in courts and tribunals can explain appeal procedures. The Registrar of Community Housing is within the Ombudsmans jurisdiction. We cannot handle complaints about the NSW Police Force or a member of the NSW Police Force. Go to www. Your rating will help us improve the website. 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. Includes Aboriginal people, families and communities, carers, disability and inclusion, seniors, youth, volunteering and advisory councils. You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. east. Western Region. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. You need to give them a chance to sort out any problems first. corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. Although we wont be able to respond to your concerns, anonymous complaints can provide us with useful information that can lead to service improvements. 1. 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. For a step-by-step guide to making a complaint, see How . Housing Offices Coffs Harbour DCJ Housing Submitting a complaint You can submit a complaint or provide feedback by using one of the following methods: Via the online feedback form Email info@service.nsw.gov.au 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 We handle complaints about most NSW government departments and agencies, local councils in NSW and community service providers. The following list of links that will help you find the right place to make a complaint. This includes tenants, tenant advocates, and people who work with providers. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. Make sure you have a pen ready to write down the job reference number for your maintenance request. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. Registry of Births, Deaths and Marriages. For information please see the During a Tenancy Policy. Select a department Select an agency. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. Alternatively, you can contact your localCommunity Services Centreto make a complaint. Talk about it Most issues can be resolved by talking it out with the other party. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. See Advocacy and Legal Services below. We can handle complaints about community services run or funded by the government. Your rating will help us improve the website. First Home Buyer Choice. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities. 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. 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. what happened after you contacted the agency. We do this only rarely when there is evidence of very serious and/or systemic problems. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). Email:AssistedBoardingHouses@facs.nsw.gov.au. The way we collect, store and use any of your personal information is regulated by law. nsw.gov.au or ring 1300 HOUSING (1300 468 746). Types of Complaints Investigated by FHEO. If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Alternatively, you can contact your localDCJ Housing office. 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). DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation.

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