If the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. For general enquiries, call DCJ Housing Contact Centre on 1800 422 322. Check complaints we handle to see a list of who can handle your complaint if we cant. If you work for the NSW public sector, see Making a public interest disclosure. For a list of offices and contact numbers go to www.housing. 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. Urgent help phone numbers Domestic Violence Line 1800 656 463 Link2home Homelessness 1800 152 152 Link2Home Veterans and Ex-Service 1800 326 989 Child Protection Helpline 13 2111 Quick access Apply for housing assistance Apply for Rentstart Bond Loan Update your circumstances on an approved application Expected waiting times eRepair We promote awareness and understanding of the PID Act. 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. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. The way we collect, store and use any of your personal information is regulated by law. 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). However, if you find it hard to work out how you can make a complaint to the agency, you can contact us and we will help you - see Get help making a complaint. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. Part 1: What is unreasonable conduct by a complainant? If you work for the government (including local government), you can report serious wrongdoing in your workplace. We can handle complaints about most NSW government agencies, including: For a step-by-step guide to making a complaint, see How to make a complaint. One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. You may also consider seeking a referral of your complaint to mediation. about your disability, or what is your preferred language, and. 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. 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. Registry staff in courts and tribunals can explain appeal procedures. You can ask someone such as a family member, friend, or community worker to help you or to submit the complaint form for you. 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. If this is the case, we will contact you to discuss the issue, before taking further action. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. We review the information you give us and decide what action to take. Contact the: We can handle employment complaints relating to public interest disclosures. When you're ready, make your complaint online. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. 1800 000 164(9am to 4.30pm Monday to Friday)complaints@facs.nsw.gov.auPost:Reply Paid 63437, Complaints Unit, Locked Bag 4028, Ashfield NSW 2131. make payments to accounts. Alternatively, you can contact your localCommunity Services Centreto make a complaint. not knowing what support is available. If you are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services. This includes tenants, tenant advocates, and people who work with providers. what you think should happen to resolve your complaint. 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. We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. In NSW, government-owned and managed social housing is provided by the Department of Family and If you have a complaint that is serious or complex, it is generally best to put it in writing. State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. You dont have to tell us your name when you make a complaint. We handle complaints about agencies that provide services to Aboriginal communities, such as: We have Aboriginal staff who assist to handle complaints we receive from Aboriginal people s . a preset menu that will direct your enquiry to the service you need including. The Housing Appeals Committee only deals with appeals about property modifications relating to disability and special needs - Appealable Issues. For further information. Information and Privacy Commission website, Managing Complaints and Feedback Policy (PDF, 341kb), set out the principles and objectives in complaints handling which reflect our commitment to managing complaints promptly, fairly and effectively, ensure that complaints and feedback received are being managed in line with these complaints handling principles and objectives, and. Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. Generally, as a first step you should contact the agency you want to complain about. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. Western Region. 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. 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. Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. If you are in Australia please call: 02 8074 8627. 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 law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. If you need help contacting the agency, see Get help making a complaint. Community Services Enquiry, Feedback and Complaints Unit. This may include appealing a FACS decision that you disagree with. DCJ Housing will investigate complaints against tenants where there is an alleged breach of the tenancy agreement. You can choose to remain anonymous when you submit a complaint. Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. 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). DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. However, your complaint about a decision might include a matter that we can assist you with. For information please see the During a Tenancy Policy. You may need to show this to us if your complaint is not resolved. 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. However, if the matter is urgent you can call the Ombudsman first to talk about the best thing to do. 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. Your complaint will then be escalated internally to an appropriate person for review and response. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. 4 Parramatta Square, 12 Darcy St, Parramatta, NSW 2150 Map. If your feedback is about an agency which is not part of the NSW Department of Communities andJustice, you should provide your feedback directly to the agency concerned. We cannot handle complaints about child support. We can also handle complaints about water services provided by local councils. For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. There are some services we cannot help you with for example, Centrelink, banks and legal services. They're also able to make decisions on the spot about what needs to be done. You can complain to us about community services for children and young people, such as: out-of-home care, including foster care, kinship care and intensive therapeutic care (ITC) leaving care and aftercare. If you are still not satisfied you may wish to contact: Chief Executive Officer, Service NSW 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, Centralised Gas Hot Water System Reimbursement Scheme, Modifications for people with disabilities or the elderly, Occupational therapist assessment overview, Requesting maintenance and reporting problems, Swimming pools in public housing properties. 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. For all other complaints, please see the following information. You will need to give as many details as possible about the problem that needs repairing when you call. 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.
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