Service providers can make contracting complaints to DCJ about DCJ or about the services or management practices of an organisation funded by DCJ. 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. However please note that not all complaints will be suitable for mediation. Just let us know: We cannot provide you with legal advice. Noise complaints about tenants - lawaccess.nsw.gov.au Tenants are best contacting their tenancy manager of their housing provider. We will need all the evidence you have to assess your complaint. What if I need assistance to provide feedback? There are some services we cannot help you with for example, Centrelink, banks and legal services. 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. 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. We can also handle complaints about water services provided by local councils. refuges for women, children, men and families. For example, you may be unable to appeal a decision to HAC because of delays by FACS, or perhaps FACS has not explained the reasons for its decision. Feedback and complaints | Housing.vic.gov.au Alternatively, you can contact your localDCJ Housing office. The grounds for complaint we can consider relate to: We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. 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. We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. 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. Anonymous complaints will be registered and referred to the relevant area for review. You can call us for advice about whether your issue is something we can help with. If possible, we will also give you an estimated timeframe for our response. 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. All parties must ensure that information is restricted to those who genuinely need to know. To help us assess a complaint, we generally require you to provide some evidence to support your complaint. 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. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Tenants have a right to the peaceful enjoyment of their home and an obligation to abide by the conditions of their tenancy agreement. The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. 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. 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. The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). All reports are treated seriously and managed in the strictest confidence. Alternatively you may wish towrite to the relevant Minister. If there is, we may suggest changes to policies or procedures. 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). 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 handle complaints about child support. prioritising delayed actions or decisions. The Registrar of Community Housing is within the Ombudsmans jurisdiction. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. Complainants who remain anonymous are not afforded feedback regarding the outcome of the investigation into the matter raised. If you are concerned that this could happen, please let us know. For a step-by-step guide to making a complaint, seeHow to make a complaint. Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. For information please see the During a Tenancy Policy. PDF Community housing related complaints (general) Fact sheet For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. If the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. You should firstly contact the staff member you were dealing with, or the staff member's supervisor. Find out how to make a complaint about custodial services. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. They should have a complaint process for you to follow. If we can handle your complaint, continue to Step 3. 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. 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. 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. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. The MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. We can handle complaints about community services run or funded by the government. what happened after you contacted the agency. We can only handle complaints about Sydney Water and WaterNSW. Our website uses an automatic service to translate our content into different languages. Part 1: What is unreasonable conduct by a complainant? nsw.gov.au or ring 1300 HOUSING (1300 468 746). See Appealing a decision by FACS below. In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. Make sure you have a pen ready to write down the job reference number for your maintenance request. The Registrar does not have power to resolve disputes between individual tenants and their providers, such as disputes involving: These types of disputes are usually dealt with by the NSW Civil and Administrative Tribunal (NCAT). Contact the: We can handle employment complaints relating to public interest disclosures. We cannot handle complaints about the NSW Police Force or a member of the NSW Police Force. 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. You will need their permission to do this. For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). An online form is available where the provider is registered under the NRSCH. eTendering - Transport for NSW (Roads and Maritime Projects) - Current You can do this by contacting the person you have been dealing with and making this request. Contact us | NSW Land and Housing Corporation If you are outside of Australia, please click here for overseas phone numbers. . Housing Complaints, Appeals & Feedback: Home In Place When you're ready, make your complaint online. You can also complain to us directly if you dont feel safe making a complaint to the agency. The Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. 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. a preset menu that will direct your enquiry to the service you need including. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. Justice Health and Forensic Mental Health Network. We cannot handle complaints about legal services or courts. 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.