E-mail: customersupport@jaggaer.com. 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 the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. We'll contact you within 2 weeks to give you an update on your complaint. You can also write to your local DCJ office. You will need to give as many details as possible about the problem that needs repairing when you call. This might be about detrimental actions taken against you after you made a disclosure. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. Complaints about an organisation funded by DCJ to provide services on its behalf, in relation to accessing a service, service delivery, or the organisations management practices can be made directly to the organisation in question, or to DCJ via theDCJ Your Feedbackwidget. Property maintenance issues and problems Text size 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 on 1800 422 322. An online form is available where the provider is registered under the NRSCH. 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. 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. You will need to give as many details as possible about the problem that needs repairing when you call. tenants.org.au to find a service near you or call Law Access on 1300 888 529 for an appropriate referral. If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. What can I expect to achieve from making a complaint? If this is the case, we will contact you to discuss the issue, before taking further action. Your rating will help us improve the website. You will need their permission to do this. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. Enquiries and complaints can be made by telephone or in writing. refuges for women, children, men and families. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. universities based in other states or countries for example, University of Tasmania. Make a contracting complaint, allegation of misconduct, compliment or 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. 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. Sydney NSW 2000 You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. 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. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. First Home Buyer Choice. nsw.gov.au or ring 1300 HOUSING (1300 468 746). 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. 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. The AHO respects the right of our clients to complain if they receive poor service. To enquire about accommodation, please contact Housing NSW on 1800 422 322. provide you with further explanation of a decision that has been made. not knowing what support is available. However, it will be harder for us to assess and resolve your complaint if we dont know who you are. Includes Aboriginal people, families and communities, carers, disability and inclusion, seniors, youth, volunteering and advisory councils. 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. Feedback and complaints - Communities and Justice Tenancy Hub Welcome to the DCJ Housing Tenancy Hub. Urgent help phone numbers Domestic Violence Line 1800 656 463 Link2home Homelessness 1800 152 152 Link2Home Veterans and Ex-Service 1800 326 989 Child Protection Helpline 13 2111 Quick access Apply for housing assistance Apply for Rentstart Bond Loan Update your circumstances on an approved application Expected waiting times eRepair Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. 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. 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. Alternatively, you can contact your localCommunity Services Centreto make a complaint. NSW Ombudsman* 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. 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. If you need help with your complaint, see Get help making a complaint. You can still access up-to-date, reliable information on the existing Department of Justice websites. guide the standard of behaviour for DCJ employees who are managing complaints. Home - NSW Ombudsman Alternatively, you can contact your local DCJ Housing office launch. For more information on FaCS Housing NSW policies, see the Housing NSW website. 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. We can finalise most complaints within 30 days. You can call us for advice about whether your issue is something we can help with. You can find descriptions of your fair housing rights in several languages other than English here. if you would like your complaint to be handled confidentially. You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. The Registrar of Community Housing is within the Ombudsmans jurisdiction. For a step-by-step guide to making a complaint, seeHow to make a complaint. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. 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. However we can get information from these authorities that may better explain the decision for you. 1800 422 322(9.00am to 4.30pm Monday to Friday)feedback@facs.nsw.gov.auPost:Client Feedback Unit, Locked Bag 7150, Liverpool BC 1871. 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, Changes to your tenancy: tenant factsheet, Privacy and personal information notification. 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. The Ombudsman does not have power to make binding and enforceable decisions. In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. Go to www. Sometimes we suggest what we think should happen to resolve your complaint. We can support people with disability and Aboriginal peoples, and have information in easy English and other languages, see Information in other languages. It takes about 15 minutes. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. Common complaints include: feeling unsafe. 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. 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. For information please see the During a Tenancy Policy. 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. east. More information is available on the Commission's website atwww.judcom.nsw.gov.au. 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 . 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 we can handle your complaint, continue to Step 3. If they are unable to sort out the problem, you can complain to FACS. Housing and homelessness launch. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. Please call us to discuss whether we can help resolve your complaint. This gives the agency a chance to fix the problem. what you think should happen to resolve your complaint. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. 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. The Registrars role is to ensure that registered community housing providers comply with the National Regulatory Code. Western Region. Talk about it Most issues can be resolved by talking it out with the other party. You can do this by contacting the person you have been dealing with and making this request. 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. Please note, the Registrar does not provide accommodation and is unable to assist with accommodation requests. We cannot handle complaints about legal services or courts. promise to improve our policies, procedures or systems. 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. Only in the most serious cases will FACS consider applying to the NCAT to evict a tenant. You may need to show this to us if your complaint is not resolved. Visit their website or call them to find out how to complain to them. An online form is available where the provider is registered under the NRSCH. If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. The following list of links that will help you find the right place to make a complaint. Complaints and notifications are an important source of information and intelligence for the Registrar. For a step-by-step guide to making a complaint, see How . You should firstly contact the staff member you were dealing with, or the staff member's supervisor. Information and Privacy Commission website, Managing Complaints and Feedback Policy (PDF, 341kb), set out the principles and objectives in complaints handling which reflect our commitment to managing complaints promptly, fairly and effectively, ensure that complaints and feedback received are being managed in line with these complaints handling principles and objectives, and. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. When you're ready, make your complaint online. seek further evidence from you or the organisation about what has happened. 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. 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. child protection services. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. You can choose to remain anonymous when you submit a complaint. Justice Health and Forensic Mental Health Network. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). Customer complaints | Service NSW The Judicial Commission of NSW receives complaints about judicial officers. DCJ Housing | Service NSW Requesting maintenance and reporting problems - Family & Community Services Call 1300 652 488 to arrange a translator to speak in the language you need.
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