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NSW Ombudsman* What if I am dissatisfied with the handling of my complaint? 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. To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. Keep a copy of emails or letters between you and the agency. Contact the Telecommunications Industry Ombudsman. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. To find out how to get in contact directly with someone from one of the justicedivisions of the Department of Communities andJusticecontact us. 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. 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'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. You may also consider seeking a referral of your complaint to mediation. Anyone who has concerns about whether a registered community housing provider is meeting its responsibilities under the National Regulatory Code can notify us of their concerns or make a complaint. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). More information is available on the Commission's website atwww.judcom.nsw.gov.au. Contact the NDIS Quality and Safeguards Commission. 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. Understand what housing help you may be eligible for, including social housing and private rental assistance. See Advocacy and Legal Services below. 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. Submitting a complaint You can submit a complaint or provide feedback by using one of the following methods: Via the online feedback form Email info@service.nsw.gov.au Phone 13 77 88 In person at any Service NSW Service Centre Write to: Customer Resolution Coordinator GPO Box 7057 Sydney NSW 2001 Complaints about our services The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. phone the Housing Contact Centre on 1800 422 322, 24 hours a day, seven days a week When reporting antisocial behaviour, it is important to include all relevant information. In NSW, government-owned and managed social housing is provided by the Department of Family and Community Services (FACS), including the Aboriginal Housing Office (AHO). Your rating will help us improve the website. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. 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 on1800 422 322. eTendering - Transport for NSW (Roads and Maritime Projects) - Current For a step-by-step guide to making a complaint, see How . Registry of Births, Deaths and Marriages. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. How to contact DCJ Housing Last published 01 Jun 2020 You can contact us a number of ways: Visit our website at www.dcj.nsw.gov.au Phone 1800 422 322 Email feedback@facs.nsw.gov.au Visit your local DCJ office Write to us: Locked Bag 4001, Ashfield BC 1800 DCJ Housing website https://www.facs.nsw.gov.au/housing Our website has: Sydney NSW 2000 Contact the Commonwealth Ombudsman. The Registrar of Community Housing can be contacted on: Locked Bag 4001, Ashfield BC 1800 Free call: 1800 330 940 Facsimile: 02 8741 2522 Email: registrar@facs.nsw.gov.au Web: www.rch.nsw.gov.au. private universities for example, Australian Catholic University and University of Notre Dame. 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. Your rating will help us improve the website. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. what happened after you contacted the agency. For a step-by-step guide to making a complaint, seeHow to make a complaint. 4 Parramatta Square, 12 Darcy St, Parramatta, NSW 2150 Map. You can accessour apology to the Stolen Generations. Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. Contact us - Communities and Justice 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. Our customer complaints process explains how we manage feedback. You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. 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 cannot determine liability, order payment of compensation or change a decision made by NCAT. If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. Generally, as a first step you should contact the agency you want to complain about. Applicants and tenants can appeal these decisions through the Housing Appeals Committee. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. We cannot handle complaints about the NSW Police Force or a member of the NSW Police Force. nsw.gov.au or ring 1300 HOUSING (1300 468 746). For complaints about private health insurance, contact the Commonwealth Ombudsman. Direct a complaint about a DCJ funded contract to the relevant DCJ contract manager. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. 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: An online form is available where the provider is registered under the NRSCH. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). The Police Assistance Line will give you an event number for your report, make sure you write this down. 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. Read more aboutwhat we do with your complaint. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. The NSW Ombudsman oversees the operation of the Public Interest Disclosures Act (PID Act) across the NSW public sector. We value all feedback, because it helps us improve our services. . If there is, we may suggest changes to policies or procedures. An appeal can be made if you feel we have not followed . If a complaint is within the Registrar's jurisdiction: the staff member will attempt to resolve the issue at the initial point of contact, where a complaint cannot be resolved at the initial point of contact, a plan to investigate the complaint will be formulated and the Registrar will notify the community housing provider involved and seek a response, the Registrar's office will analyse the community housing provider's response and any evidence that has been received in relation to the complaint to determine if the community housing provider has met its legislative responsibilities, All complaints are investigated and handled in an objective manner, using procedural fairness and the principles of natural justice, All staff involved in complaints management treat all information as confidential to the extent possible given the need to investigate the matter. Justice Health and Forensic Mental Health Network. If you have a disability, or if you do not understand English well, we can assist you with providing feedback or making a complaint. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. Contact theHealth Care Complaints Commissioner. You can report any contracting matter or escalate a contracting complaint to the NSW Ombudsman. We will use your rating to help improve the site. . If this is the case, we will contact you to discuss the issue, before taking further action. For all other complaints, please see the following information. guide the standard of behaviour for DCJ employees who are managing complaints. E-mail: customersupport@jaggaer.com. Our website uses an automatic service to translate our content into different languages. Find out how to make a complaint about custodial services. If we can handle your complaint, continue to Step 3. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. You can choose to remain anonymous when you submit a complaint. Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. Select a department Select an agency. Types of Complaints Investigated by FHEO. prioritising delayed actions or decisions. Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. Western Region. Social housing-related complaint Housing Contact Centre (client feedback option) 1800 422 322 launch (9.00am to 4.30pm Monday to Friday) feedback@facs.nsw.gov.au launch Post: Client Feedback Unit, Locked Bag 7150, Liverpool BC 1871. Go to www. We cannot handle complaints about phone and internet companies for example, Telstra, Vodafone and Optus. Housing Offices Coffs Harbour DCJ Housing We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. U.S. Department of Housing and Urban Development 451 7th Street, S.W., Washington, DC 20410 T: 202-708-1112 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. When examining your complaint, it may be necessary for us to seek information about your concerns from other staff members and other areas of the Department. Alternatively, complaints may be lodged in person at any of our branches or over the phone. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. Service NSW is committed to providing excellent customer service. 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. However please note that not all complaints will be suitable for mediation.