You can also ask them to give reasons for the delay. What if I need assistance to provide feedback? You can report fraud, misconduct or corruption through our feedback tab. 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. We will treat your complaint confidentially and seek your permission before telling the agency that we have received a complaint from you. Sydney NSW 2001. Applicants and tenants can appeal these decisions through the Housing Appeals Committee. 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. 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. Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. commence a formal maladministration investigation into your complaint. . We cannot handle complaints about legal services or courts. 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. We value all feedback, because it helps us improve our services. You can find descriptions of your fair housing rights in several languages other than English here. The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). Part 1: What is unreasonable conduct by a complainant? 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. 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: Its website should have information about complaints or you can ask its staff about how to make a complaint. You can find the address on our website. Updated on 22/03/2022. 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. Your rating will help us improve the website. Making a complaint is free. Sometimes we suggest what we think should happen to resolve your complaint. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. If the issue is between residents, owners, or the owner corporation, there are four general steps to resolving it: Talk about it Speak to the owners corporation Use Fair Trading's mediation service Go to the NSW Civil and Administrative Tribunal. Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. Any complaint we receive regarding another government agency will either be forwarded to that agency for their action and response or resolved directly by Service NSW. See Appealing a decision by FACS below. For all other complaints, please see the following information. Generally, as a first step you should contact the agency you want to complain about. universities based in other states or countries for example, University of Tasmania. This gives the agency a chance to fix the problem. Alternatively, complaints may be lodged in person at any of our branches or over the phone. Justice Health and Forensic Mental Health Network. what happens after you've made a complaint. If you are in Australia please call: 02 8074 8627. Please call the Police Assistance Line first to report vandalism before calling the Maintenance Line. We also have advice if you are having a problem with a neighbour. Please call us to discuss whether we can help resolve your complaint. . When you're ready, make your complaint online. Appeals. U.S. Department of Housing and Urban Development 451 7th Street, S.W., Washington, DC 20410 T: 202-708-1112 We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. We can also handle complaints about water services provided by local councils. Also, the Registrar does not handle appeals from decisions by registered community housing providers relating to an individuals eligibility, priority or entitlement to housing. not telling you the outcome of your complaint. corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. If you need help with your complaint, see Get help making a complaint. 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, IPART review of social and affordable housing rent models, Centralised Gas Hot Water Service Reimbursement Scheme Fact Sheet, Education and training initiatives for social housing clients, Priority housing: child protection caseworker factsheet, Rentstart: information for landlords and agents, Why you should not leave the Rent Deduction Scheme, Keeping your home cool in summer factsheet, Priority Housing for Stolen Generations Survivors, Priority Housing for clients who have experienced institutional child sexual abuse, Fire & Rescue NSW: fire safety in high rise buildings, Fire & Rescue NSW: home fire safety checklist, Fire & Rescue NSW: home fire escape plan checklist, Write to us: Locked Bag 4001, Ashfield BC 1800, Instructions about how to give us your feedback. Refer to our FAQ sheet, Complaints about other public sector agencies for information about the role of the NSW Ombudsman, information about the complaint handling process and how to make a complaint online. Make sure you have a pen ready to write down the job reference number for your maintenance request. We will give you reasons for our decisions. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. If you remain dissatisfied, you can appeal to the Housing Appeals Committee (HAC). Part 1: What is unreasonable conduct by a complainant? 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. Tenants have a right to the peaceful enjoyment of their home and an obligation to abide by the conditions of their tenancy agreement. These translations should be used as a guide only. If you want us to handle your complaint confidentially within the Department, please let us know. Keep a copy of emails or letters between you and the agency. please see our fact sheets in the top right of this webpage. This page tells you about the role of the NSW Ombudsman in handling social housing complaints. What matters are out of the Registrar's scope? Your rating will help us improve the website. The Housing Appeals Committee only deals with appeals about property modifications relating to disability and special needs - Appealable Issues. 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). Please ring the Maintenance Line back if the problem gets worse or you have not had a response to the request in the agreed timeframe. Enquiries and complaints can be made by telephone or in writing. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. If we can handle your complaint, continue to Step 3. We can handle complaints about community services run or funded by the government. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. 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. The Ombudsman does not have power to make binding and enforceable decisions. We promote awareness and understanding of the PID Act. seek further evidence from you or the organisation about what has happened. 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. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. about your disability, or what is your preferred language, and. What can I expect to achieve from making a complaint? Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. 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. 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. If possible, we will also give you an estimated timeframe for our response. provide you with further explanation of a decision that has been made. Anonymous complaints are only investigated in special circumstances. The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. This site also provides details of awarded contracts over $150,000 in value. State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. You may also consider seeking a referral of your complaint to mediation. If you are concerned that this could happen, please let us know. Find out how to make a complaint about custodial services. 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. We can help you make a complaint. A range of private rental assistance products and services available to help clients. Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. 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. You can do this by contacting the person you have been dealing with and making this request. Generally, we cannot deal with complaints about community housing providers because they are usually not within our jurisdiction. Contact the Commonwealth Ombudsman. You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. east. Alternatively, you can ask the NSW Ombudsman to review your complaint. Common complaints include: feeling unsafe. It could be a government agency, community service provider or a private company. We canhelp you make a complaint.
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