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The FACS Complaints and Feedback Management Policy aims to:

  • 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
  • guide the standard of behaviour for FACS employees who are managing complaints.

Social housing-related complaint

Housing Contact Centre (client feedback option)

1800 422 322 (8.30am to 4.30pm Monday to Friday)
feedback@facs.nsw.gov.au

Post: Client Feedback Unit, Locked Bag 7150, Liverpool BC 1871.

Alternatively, you can contact your local FACS Housing office. If you are deaf, or have a hearing impairment or speech impairment, contact us through the National Relay Service.

Child protection-related complaint

Enquiry, Feedback and Complaints Unit

1800 000 164 (9am to 4.30pm Monday to Friday)
complaints@facs.nsw.gov.au

Post: Reply Paid 63437, Complaints Unit, Locked Bag 4028, Ashfield NSW 2131.

Alternatively, you can contact your local Community Services Centre.

Funded contract related complaints

Service providers can make contracting complaints to FACS about FACS or about the services or management practices of an organisation funded by FACS.

Direct a complaint about a FACS funded contract to the relevant FACS contract manager. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint.

Complaints about organisations contracted by FACS

Complaints about an organisation funded by FACS to provide services on its behalf, in relation to accessing a service, service delivery, or the organisation’s management practices can be made directly to the organisation in question, or to FACS via the FACS Your Feedback widget.

Assisted Boarding houses

Make a comment, enquiry, complaint or provide positive feedback about boarding houses using our online form.

Privacy complaint

If you wish to make a privacy complaint about how FACS has handled your personal information please email privacy@facs.nsw.gov.au or fill in the privacy form.

Post: Privacy Unit - FACS Legal, Locked Bag 4028, Ashfield NSW 2131.

If you wish to access or amend your personal information please fill in either the Access application form or the Amendment application form.

All Other Complaints

To make a complaint or provide feedback on any other matter relating to FACS, please submit your feedback using the Your Feedback widget on this page.

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Last updated: 04 Jul 2019
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