Sometimes we suggest what we think should happen to resolve your complaint. You should firstly contact the staff member you were dealing with, or the staff member's supervisor. 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. Go to www. 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. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. Customer complaints | Service NSW Registrar of Community Housing Locked Bag 4001 Ashfield BC 1800 Our email is registrar@facs.nsw.gov.au Our telephone number is 1800 330 940 How we handle complaints and enquiries We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529. We handle complaints about most NSW government departments and agencies, local councils in NSW and community service providers. There are some services we cannot help you with for example, Centrelink, banks and legal services. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . Contact the NDIS Quality and Safeguards Commission. Call 1300 652 488 to arrange a translator to speak in the language you need. You can also complain to the AHO directly by contacting one of their offices or by visiting their . 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. please see our fact sheets in the top right of this webpage. Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. Types of Complaints Investigated by FHEO. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. We assess each complaint we receive and decide whether to take action on a case by case basis. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. What matters are out of the Registrar's scope? Tenants have a right to the peaceful enjoyment of their home and an obligation to abide by the conditions of their tenancy agreement. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing. We can finalise most complaints within 30 days. Social housing Complaints about social housing Fact Sheet The term 'social housing' refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. How to contact DCJ Housing | Family & Community Services If you are seeking any of these outcomes, you can seek legal advice. Your report is confidential and we treat it seriously. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. Justice Health and Forensic Mental Health Network. 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. Further information regarding the privacy of your information can be viewed on the Privacy page. Complaints we handle - NSW Ombudsman The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). 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. If you are still not satisfied you may wish to contact: Chief Executive Officer, Service NSW We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. A community housing organisation, housing association or housing provider: you need to contact them directly. You can ask someone such as a family member, friend, or community worker to help you or to submit the complaint form for you. Please call the Police Assistance Line first to report vandalism before calling the Maintenance Line. 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. Make your complaint online. However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. It takes about 15 minutes. For information please see the During a Tenancy Policy. if you would like your complaint to be handled confidentially. For all other complaints, please see the following information. An appeal can be made if you feel we have not followed . If a complainant wishes to remain confidential or anonymous this request will be respected and the complaint investigated to the full extent possible, however the complainant will be advised that a confidential or completely anonymous complaint could at times inhibit the effective investigation of their complaint. Neighbours | Family & Community Services provide you with further explanation of a decision that has been made. You can also complain to the AHO directly by contacting one of their offices or by visiting their website: unreasonable delay in taking action or making a decision, failure to contact you or reply to your correspondence, emails or phone calls, failure to adequately respond to a maintenance request, failure to comply with work orders, technical inspection orders or orders by the NSW Civil and Administrative Tribunal (NCAT), failure to comply with other undertakings, not providing reasons for a decision that affects you. Complaints about community housing providers should be made directly to the provider. The Registrar has a staff member designated for receiving and documenting all information, enquiries and complaints received, Information, enquiries and complaints can be provided verbally or in writing, Verbal complaints are written down by the staff member taking them, Written complaints are responded to as soon as possible, Complainants may get an advocate to help them when making a complaint, All complaints about community housing providers made to the Registrar's office are assessed and actioned accordingly, If the information or complaint falls outside the Registrar's jurisdiction, an appropriate referral will be made. The grounds for complaint we can consider relate to: seek further evidence from you or the organisation about what has happened. 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. For a step-by-step guide to making a complaint, seeHow to make a complaint. Registry staff in courts and tribunals can explain appeal procedures. You can choose to remain anonymous when you submit a complaint. Contact us Includes general enquiries, crisis numbers, media, helplines and feedback. We can handle complaints about community services run or funded by the government. The AHO respects the right of our clients to complain if they receive poor service. Antisocial behaviour in public housing - Family & Community Services Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. How to make a complaint - NSW Ombudsman We cannot handle complaints about legal services or courts. Contact theHealth Care Complaints Commissioner. If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. 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. 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), Public interest disclosures (whistleblowing), Children, young people and family services. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. 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. MyHousing mobile app | Service NSW If FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. An online form is available where the provider is registered under the NRSCH. Community Services Enquiry, Feedback and Complaints Unit. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Please refer to the Housing Trust Complaints Policy for more information. 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. Only in the most serious cases will FACS consider applying to the NCAT to evict a tenant. What if I need assistance to provide feedback? You can submit a complaint or provide feedback by using one of the following methods: Service NSW is committed to providing excellent customer service and every attempt is made to deal with complaints on the spot, however, if you would like to submit a complaint we would like to assure you that we will act in an open and honest manner, and within clear timeframes. Tenancy Hub Welcome to the DCJ Housing Tenancy Hub. If you're an eligible first home buyer, you have the choice to pay an annual property tax instead of stamp duty. Read more about making a public interest disclosure (whistleblowing). For further information. For complaints about private health insurance, contact the Commonwealth Ombudsman. If you are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services.
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