For all other complaints, please see the following information. serious and substantial waste of public money. We also provide additional support for people with a disability to make a complaint. You can phone or visit any of our local DCJ offices. For complaints about alleged corrupt conduct of councillors or council staff, contact the Independent Commission Against Corruption (ICAC). DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. In NSW, government-owned and managed social housing is provided by the Department of Family and If you remain dissatisfied, you can appeal to the Housing Appeals Committee (HAC). We cannot determine liability, order payment of compensation or change a decision made by NCAT. Alternatively, you can ask the NSW Ombudsman to review your complaint. a preset menu that will direct your enquiry to the service you need including. 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. 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 Enquiries and complaints can be made by telephone or in writing. The Police Assistance Line will give you an event number for your report, make sure you write this down. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. what happens after you've made a complaint. You can report any contracting matter or escalate a contracting complaint to the NSW Ombudsman. HUD also provides a Spanish language version of the online housing complaint form. Contact the Telecommunications Industry Ombudsman. If you work for the government (including local government), you can report serious wrongdoing in your workplace. 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. You can also write to your local DCJ office. The Judicial Commission of NSW receives complaints about judicial officers. 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. Community Housing Innovation Fund (CHIF) Find funding programs to help deliver social and affordable housing across NSW. In these instances you will be kept updated on the progress of your complaint. NSW Ombudsman* National Relay Service 133 677Telephone Interpreter Service (TIS): 131 450We can arrange an interpreter through TIS or you can contact TIS yourself before speaking to us. prioritising delayed actions or decisions. If you'd like to apply for social housing in NSW, or are an existing social housing resident with a question or concern, please visit the Department of Communities and Justice Tenancy Hub. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. 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. If a complaint is within the Registrar's jurisdiction: the staff member will attempt to resolve the issue at the initial point of contact, where a complaint cannot be resolved at the initial point of contact, a plan to investigate the complaint will be formulated and the Registrar will notify the community housing provider involved and seek a response, the Registrar's office will analyse the community housing provider's response and any evidence that has been received in relation to the complaint to determine if the community housing provider has met its legislative responsibilities, All complaints are investigated and handled in an objective manner, using procedural fairness and the principles of natural justice, All staff involved in complaints management treat all information as confidential to the extent possible given the need to investigate the matter. The Registrars role is to ensure that registered community housing providers comply with the National Regulatory Code. provide you with further explanation of a decision that has been made. Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. 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. We can handle complaints about community services run or funded by the government. Alternatively, you can contact your localDCJ Housing office. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Registry of Births, Deaths and Marriages. 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. 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. You first need to appeal to FACS. Further information regarding the privacy of your information can be viewed on the Privacy page. When you're ready, make your complaint online. Contact theHealth Care Complaints Commissioner. We will use your rating to help improve the site. commence a formal maladministration investigation into your complaint. Complaints and notifications are an important source of information and intelligence for the Registrar. You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. 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 also cannot handle complaints about private health services and providers. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. For information please see the During a Tenancy Policy. These translations should be used as a guide only. We review the information you give us and decide what action to take. what happened after you contacted the agency. 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 there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. 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. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. 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. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. You can do this by contacting the person you have been dealing with and making this request. They're also able to make decisions on the spot about what needs to be done. 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. You can accessour apology to the Stolen Generations. Contact us Includes general enquiries, crisis numbers, media, helplines and feedback. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. However Registry staff cannot give you legal advice or recommend what action you should take. An appeal can be made if you feel we have not followed . Email:AssistedBoardingHouses@facs.nsw.gov.au. When can I expect a response to my complaint? nsw.gov.au or ring 1300 HOUSING (1300 468 746). Anonymous complaints will be registered and referred to the relevant area for review. 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: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. Also, the Registrar does not handle appeals from decisions by registered community housing providers relating to an individuals eligibility, priority or entitlement to housing. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. Alternatively you may wish towrite to the relevant Minister. Sydney NSW 2000 If this is the case, we will contact you to discuss the issue, before taking further action. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. 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 If possible, we will also give you an estimated timeframe for our response. 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. For a step-by-step guide to making a complaint, seeHow to make a complaint. Check complaints we handle to see a list of who can handle your complaint if we cant. You can also call FACS or go to your local office for assistance. Registry staff in courts and tribunals can explain appeal procedures. You can call us to discuss your particular case. 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. Sometimes we suggest what we think should happen to resolve your complaint. The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. Phone: (02) 9286 1000 U.S. Department of Housing and Urban Development 451 7th Street, S.W., Washington, DC 20410 T: 202-708-1112 The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. 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. This may include appealing a FACS decision that you disagree with. Tenancy Hub Welcome to the DCJ Housing Tenancy Hub. 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'll also ask you to upload documents to support your complaint. Courts and tribunals are separate from Government. You may need to show this to us if your complaint is not resolved. if you would like your complaint to be handled confidentially. For more information on FaCS Housing NSW policies, see the Housing NSW website. Closed COVID-19 support programs statistics. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. private correctional centres for example, Junee, Parklea and Clarence. seek further evidence from you or the organisation about what has happened. If you want us to handle your complaint confidentially within the Department, please let us know. We can help you make a complaint. You dont have to tell us your name when you make a complaint. However please note that not all complaints will be suitable for mediation. The MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Service NSW is committed to providing excellent customer service. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. Just let us know: We cannot provide you with legal advice. universities based in other states or countries for example, University of Tasmania. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. 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). Understand what housing help you may be eligible for, including social housing and private rental assistance. You can find the address on our website. This includes tenants, tenant advocates, and people who work with providers. Your rating will help us improve the website. Housing and homelessness launch. You can call us for advice about whether your issue is something we can help with. make payments to accounts. If you are in Australia please call: 02 8074 8627. 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HAC is independent and can review FACSs decisions and recommend changes. 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. tenants.org.au to find a service near you or call Law Access on 1300 888 529 for an appropriate referral.