Our customer complaints process explains how we manage feedback. if you would like your complaint to be handled confidentially. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. what you think should happen to resolve your complaint. If you work for the NSW public sector, see Making a public interest disclosure. Also, the Registrar does not handle appeals from decisions by registered community housing providers relating to an individuals eligibility, priority or entitlement to housing. If we can handle your complaint, continue to Step 3. We can handle complaints about homelessness services run or funded by the government, such as: People with a disability receiving services from NSW government agencies can complain to us about those agencies. For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. Community Services Enquiry, Feedback and Complaints Unit. For complaints aboutCorrective Services, pleasecontact Corrective Services. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. Appeals. 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 are Aboriginal or Torres Strait Islander and wish to speak to an Aboriginal operator, just choose the relevant menu option (available Monday to Friday 9am 5pm). This includes tenants, tenant advocates, and people who work with providers. Level 24, 580 George Street 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. Informed by lessons of the past,Department of Communities and Justiceis improving how we work with Aboriginal people and communities. When you're ready, make your complaint online. We will give you reasons for our decisions. 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. They should have a complaint process for you to follow. Noise complaints about tenants - lawaccess.nsw.gov.au We cannot handle complaints about legal services or courts. A contractor will contact you to make an appointment for an inspection and/or repair to take place. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. 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 can make inquiries with an agency if we consider there may be maladministration. 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 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. 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. First Home Buyer Choice. Part 1: What is unreasonable conduct by a complainant? We can handle complaints about community services run or funded by the government. east. The Registrar of Community Housing is within the Ombudsmans jurisdiction. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. Tenants will be referred to Community Justice Centres for assistance when required. You can choose to remain anonymous when you submit a complaint. 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. Complaints about community services - NSW Ombudsman If you need help contacting the agency, see Get help making a complaint. To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. If you are outside of Australia, please click here for overseas phone numbers. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. If your complaint is referred to another agency we will notify you of this transfer. If FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. If there is, we may suggest changes to policies or procedures. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. You can phone or visit any of our local DCJ offices. We assess each complaint we receive and decide whether to take action on a case by case basis. 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. Housing Appeals Committee - Frequently Asked Questions Just let us know: We cannot provide you with legal advice. Repairs, modifications and maintenance to a property | Family This page tells you about the role of the NSW Ombudsman in handling social housing complaints. 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. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. We also provide additional support for people with a disability to make a complaint. Requesting maintenance and reporting problems - Family & Community Services The Registrar of Community Housing is responsible for the registration and regulation of NSW community housing providers and may be able to assist you witha complaint about a community housing provider. Strata disputes | NSW Government Having the job reference number will make it easier to make a follow up call to the Maintenance Line. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. Contact the: We can handle employment complaints relating to public interest disclosures. Please note, the Registrar does not provide accommodation and is unable to assist with accommodation requests. For complaints about private health insurance, contact the Commonwealth Ombudsman. 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. We'll also ask you to upload documents to support your complaint. You can still access up-to-date, reliable information on the existing Department of Justice websites. All reports are treated seriously and managed in the strictest confidence. 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. File a Complaint - Main Page | HUD.gov / U.S. Department of Housing and Having the job reference number will make it easier to make a follow up call to the Maintenance Line. private correctional centres for example, Junee, Parklea and Clarence. When you're ready, make your complaint online. How will you protect the privacy or confidentiality of my complaint? Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. You dont have to tell us your name when you make a complaint. Includes Aboriginal people, families and communities, carers, disability and inclusion, seniors, youth, volunteering and advisory councils. 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. The following list of links that will help you find the right place to make a complaint. You can accessour apology to the Stolen Generations. To find out how to get in contact directly with someone from one of the justicedivisions of the Department of Communities andJusticecontact us. GPO Box 7057 The way we collect, store and use any of your personal information is regulated by law. 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. For a step-by-step guide to making a complaint, see How . If you contact us by phone we will endeavour to transfer your call to the relevant agency, or provide you with that agency's contact details. Check complaints we handle to see a list of who can handle your complaint if we cant. We cannot handle complaints about NDIS providers (registered or unregistered). Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. 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. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. We will need all the evidence you have to assess your complaint. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. Anonymous complaints are only investigated in special circumstances. 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 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. 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. Justice Health and Forensic Mental Health Network. You need to give them a chance to sort out any problems first. Home - NSW Ombudsman You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. Generally, as a first step you should contact the agency you want to complain about. You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. However, if the matter is urgent you can call the Ombudsman first to talk about the best thing to do. Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). Phone: (02) 9286 1000 You can report any contracting matter or escalate a contracting complaint to the NSW Ombudsman. 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. Alternatively, complaints may be lodged in person at any of our branches or over the phone. serious and substantial waste of public money. Read more about making a public interest disclosure (whistleblowing). We will treat your complaint confidentially and seek your permission before telling the agency that we have received a complaint from you. You can report fraud, misconduct or corruption through our feedback tab. Housing and property | Service NSW If you are in Australia please call: 02 8074 8627. Complaints and notifications are an important source of information and intelligence for the Registrar. being bullied by other residents. Housing Offices Coffs Harbour DCJ Housing Generally, we cannot deal with complaints about community housing providers because they are usually not within our jurisdiction. Enquiries and complaints can be made by telephone or in writing. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Contact the Commonwealth Ombudsman. Feedback and complaints - Communities and Justice 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. However, it will be harder for us to assess and resolve your complaint if we dont know who you are. put you in contact with the right person in the organisation who can respond to your complaint, contact the organisation about the problem and ask them for an explanation, or. contact information for other useful organisations. We also have advice if you are having a problem with a neighbour.
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