Step 1 of 3: Create an account

Who can create an account?

1. Main or joint tenants
2. Former tenants
3. Main applicants
4. Rentstart Bond Loan

Who is a main/joint tenant?

This is someone who lives in a Department of Communities and Justice (DCJ) Housing or Aboriginal Housing Office (AHO) property and has their name listed on the tenancy agreement. This is the person who signed the lease.

This does not include additional people living in the property.

Who is a former tenant?

A former tenant is someone who was previously a main social housing tenant (either with DCJ or a community housing provider participating under Housing Pathways).

Who is a main applicant?

This is someone who has applied for social housing assistance (either with DCJ or a community housing provider participating under Housing Pathways) and have their name listed as the main person on the application.

This does not include and people on the main applicant’s application.

Who is a main Rentstart bond loan client?

This is someone who applied for, and has been approved for, a private rental Bond Loan and is currently paying it back.

This does not include other people included on their application.

What information do I need to create an account?

You need your:

1. DCJ Housing CRN, PRN or ARN (see below for details)
2. Active email account

What is a Client Reference Number (CRN)?

This is a unique number issued to you when you apply for housing assistance. It is not your Centrelink Customer Number.

You can find your CRN on letters that may have been sent to you by a social housing provider.

What is an Application Reference Number (ARN)?

This is the reference number given to you when you were approved to be listed on the NSW Housing Register. You may have it on older letters that may have been sent to you by a social housing provider.

What is a Payment Reference Number (PRN)?

This is the number given to a DCJ Housing tenant or to a client approved for a DCJ Bond Loan. The PRN is the number of your account which you pay your rent or Bond Loan into. It is also the number on your quarterly statement. You will need this number if you are going to make online payments to your accounts.

Help with your login information

It says my personal details do not match. What does this mean?

Check if you have entered the information correctly. If you have not made a mistake, this could mean the Last Name or Date of Birth you gave do not match our records.

You will need to use the personal details you used when you first registered with MyHousing. You can do this by checking letter or emails we have sent you, or a copy of your application if you kept it.

If you are still having trouble you will need to call 1800 422 322 so you can check your housing record.

Need help creating your account?

It says the username/email address has already been used, but I have never registered for MyHousing. What do I do?

Do you share an email address with anyone? You will need to check whether someone else (e.g. family member/friend) has used your email address. If you are unsure you can call 1800 422 322 for help.

It says my username/email address is invalid. What does this mean?

The email address you gave is not an address that we are able to send an email to.

The email address you provide must:

• not have spaces
• only have one '@'
• not start or end with '@'
• have at least one full stop
• have at least one full stop after the '@'
• not start or end with a full stop.

It says my password is invalid. What does this mean?

The password you have chosen does not:

• have at least eight character’s and at least one upper case letter
• include at least one lower case letter
• include a number.

Am I able to make up my own security question?

No. You must choose from the options provided.

Step 2 of 3: Confirm your details

Need help confirming your details?

What if details on this screen are not correct? What do I do?

If any details are incorrect, click on the ‘Back’ button to go back to the previous screen where you can update this information.

It says I’m unable to register for a MyHousing account. What does this mean?

This could mean that the information you have entered does not match our records or that you do not meet the access rules to register.

To be able to register for the website, you will need to be either a:

• main tenant, - the person who signed the DCJ lease
• main applicant, - the person who submitted an application for housing assistance and were told you are on the waiting list
• main Rentstart Bond Loan client, - the person who signed the application and DCJ has loaned you money towards your private rental bond
• former main tenant, - a person who has previously lived in a public housing property.

The email address on this screen is incorrect. How do I change it?

You will need to restart the registration process and register using the correct email address. Return to the login page and click on ‘Create an Account’ and follow the steps.

It says I have to activate the registration link within 24 hours. What happens if I don’t?

The link will expire, and you will need to restart the registration process.

If this happens, return to the MyHousing login page and click ‘Create an Account’. Follow the steps, using the email address you used previously.

It’s been 15 minutes and I haven’t received the email with the activation link. What do I do?

You should receive the email within a few minutes. If you are in a poor network area, it may take a little longer. Firstly, check your spam or junk folder or try refreshing your email inbox. If you do not receive the email, you can call 1800 422 322 for help.

Step 3 of 3: Verify your account

Need help logging in?

The activation link button in the email doesn’t work. What do I do?

Copy and paste the URL into a browser which will take you to the registration page. You must verify your account within 24 hours, or it will no longer work. If this happens you will need to restart again. If you continue to have problems, you can call 1800 422 322 for help.

The Dashboard is the first screen you see when you log in. It should have a series of tiles with information you can access listed on them.

I’m an applicant but I can’t see any information about my application. What does this mean?

You must be listed on the NSW Housing Register for your details to be there. You should have received a letter to confirm you were approved to be listed on the NSW Housing Register.

If your application is currently being assessed or is suspended, your application information will not be available on MyHousing. If you believe your application details should be there, please call 1800 422 322 for help.

I’m a current community housing tenant, but the My Accounts icon does not appear. Why can’t I see it?

The my Housing Accounts icon is only available to DCJ tenants.

What is Check my Messages? 

Check my Messages is where we put all messages we send you via MyHousing only. This does not include messages or notifications you may receive from DCJ Housing such as letters, SMS and email.

Can I delete messages within the Check my Messages section?

No, you cannot currently delete any messages that appear on this page. Most recent messages will always appear at the top of the page.

Where do I go to send a message to DCJ?

Currently, you cannot send messages to DCJ via MyHousing

To contact DCJ Housing, you will need to either call or visit a DCJ Housing office or call the DCJ Housing Contact Centre on 1800 422 322.

What is the message at the top of the screen?

This is a message that we have sent you about your account. A copy of each message will appear on the Check my Messages page.

What is the View Account button for?

This is where you can view your account transaction history, for the account. It will show transactions for the past 24months

What is a water account?

This the water account for DCJ Housing tenants.

I have a Bond Loan with DCJ. What happens with my account when I pay it off?

If you have paid off this debt, your account balance will display at $0.00.

It shows a miscellaneous account, but I’ve never seen/heard of this before. What is it?

This account is set up for charges that do not relate to DCJ rent, water, tenant damage or former tenancy charges. We use this account for charges that relate to things including bank dishonour fees if you are paying by direct debit and the deduction has been rejected. It also includes other charges such as fob key replacement costs.

What is the former tenancy debt account?

This account includes any charges from a previous DCJ Housing tenancy which you are responsible for. It may include things like unpaid rent and water charges or for the costs of repairs that you were responsible for. If you have paid off this debt, your account balance will display at $0.00

What is the Repairs account for?

This account is for any repair charges that you are responsible to pay.

The Payment Reference Number is next to the Make a Payment Button. Which account does this relate to?

The Payment Reference Number is the number for your Rent account. You will be given the opportunity to select which account you wish to pay when you are in the epay screen.

My detailed account (rent, water, miscellaneous, repairs, bond loan, former tenancy debt)

What is ‘Download PDF’ for?

This will allow you to download a copy of your transaction history in a PDF format.

If I make a payment using the Make a Payment button, will it show straight away in my account?

No. It may take up to 3 business days for the payment to appear in the relevant account.

The amount of time it takes for payments to appear will depend on the day of week and time of day and how you make a payment.

If I use the Sort & Filter to select All Transactions and click view, how far back will it go?

If you select All Transactions, the last 24 months will appear.

What is the fastest way to get back to the Account Summary page?

Simply click on ‘Accounts’ on the main navigation bar to return to the Account Summary page or click the back to accounts button on the top of the page.

What does the negative sign e.g. -$53.61 mean?

This means your account is in debit or arrears.

What does ‘Charges’ refer to?

This is where your account has been billed for things such as Rent, Water, and Repairs etc.

What does ‘Payments’ refer to?

This is where your account has been billed for things such as Rent, Water, and Repairs etc.

What is the ‘Load More’ button for?

This is so you can see more transactions. Each time you click on the load more you will see another 25 transactions. This button is at the bottom of the transactions list. If there is 25 or less transaction you will not see this button.

When I click Load More, how many transactions will appear?

If you click on Load More, the next 25 transactions will display at a time.

Account transactions are listed in MyHousing look different from my quarterly statement shouldn’t this be the same?

Transactions in MyHousing are listed from newest to oldest, whereas transactions in your quarterly statement appear from oldest to newest.

To make it easier to read some of the descriptions for charges and payments have been simplified. While the descriptions may be different the amounts and dates will be identical.

There are no details within some of the contact detail fields. What does this mean?

This means DCJ Housing does not currently have this information. You can provide this information by entering the details on the page and clicking on the update button.

I need to update my mobile number only. Does that mean I have to update every field on the page?

No, you can just update the mobile number field, and click update at the bottom of the page.

If my emergency contact is the same person, do I still have to enter their name twice for both landline and mobile?

Yes, even if the emergency contact is the same person, you still have to enter their name in both fields and the relevant emergency contact number.

If I update my contact details on this page, will this update my records straight away?

If you update your contact details on the Contact Details page, it will update DCJ Housing records immediately.

If I update my email address here, will that change my username/email address login?

Yes. Please ensure you remember the email address you updated.

I’ve forgotten my login details. What do I do?

You log in using your email address. If you can’t remember your email address you will need to call 1800 422 322 for help. If you have forgotten your password, click on the Forgot Password link on the login page and follow the steps.

Login

It says my email address/password is not valid. What does this mean?

This means the email address and/or password format is not correct or you have entered the information incorrectly. Check to make sure you have not made an error typing in the information or see if you have caps lock on. Try re-entering your details again. If this does not work call 1800 422 322 for help.

My account is locked. What do I do now?

If your account is locked, you will need to call 1800 422 322 for help.

How do I know if I have successfully logged in?

The MyHousing Dashboard will appear, similar to the below.

I was able to login previously, but now it won’t allow me to log back in. What happened?

Something may have changed on your account since you last logged in, or you may have logged in with incorrect information. If you still cannot login, call 1800 422 322 for help.

My Login Details

If I only want to change my username/email address, what do I do?

You can change your email address by entering this into the email field on the Login Details page, then click on Update. Note: When you change your email address, this will change your login details.

If I only want to change my password, do I have to complete every field on the page?

No, if you only want to change your password, you just complete the Current Password and New Password fields.

You can check that you have typed the new password correctly by clicking on the Show button.

If I update my email address here, how long will it take to update my login username?

If you update your email address here, it will update immediately, and you will need to use the new email address to login next time you need to access MyHousing.

Can I create my own secret question?

No this is not currently possible. You must choose from the available options.

Log out

How do I know if I have successfully logged out of MyHousing?

After you have clicked on the Log Out button, a new screen will display advising you that you have logged out successfully

What if I forget to logout?

After 20 minutes the system will log you out automatically.

Forgotten password

I’ve forgotten my password, what do I do?

If you have forgotten your password, go to the MyHousing login page and click on ‘Forgot password?’ to reset it. You will be asked to re-enter your email address and you will have to answer the secret question you have previously chosen. You will then be sent an email with a link with instructions on resetting your password.

I didn’t receive the email with the link. What do I do?

Check your spam or junk folder or try refreshing your email inbox. If possible, wait a few minutes just in case it may be due to internet connection issues or poor coverage. Otherwise, call 1800 422 322 for help.

Password reset

How do I reset my password?

If you have forgotten your password, go to the MyHousing login page and click on ‘Forgot password?’ to reset it. You will be asked to re-enter your email address and you will have to answer the secret question you have previously chosen. You will then be sent an email with a link with instructions on resetting your password.

Forgotten email address / username

I’ve forgotten which email address I used. What do I do?

You can try your different email addresses.

If you are having trouble you can call 1800 422 322 for help.

I can’t remember the answer to my secret question?

You will have three attempts to answer your secret question. If you cannot remember you will need to call the support team on 1800 422 322 who will need to reset your account.

You will be asked to confirm some details before they will be able to do this.

What information can I access on this page?

On this page you will be able to access the following information:

• your Application Reference Number
• the type of application you submitted
• if approved, the date you have been listed on the NSW Housing Register
• the names of other people included on your application
• the allocation zone you have been approved for
• the minimum number of bedrooms you have been listed for.

My details are incorrect on this page. How do I get this changed?

If the details are incorrect or your circumstances have changed, you will need to complete a change of circumstances form. You can also call 1800 422 322 for help.

What is the ‘MyHousing circumstances have changed’ button for?

This button will take you to the change of circumstances form that will allow you to provide updated information about the things that have changed regarding your housing needs. For example, to let us know that you have a new family member, or your income has changed.

What is the Application Registration Date?

This is the date you lodged your application for housing assistance. If you think this date is incorrect, you can call 1800 422 322 for help.

Will I be notified about my application status here?

No. If a social housing provider needs to discuss your application they will call you, send you an email or a letter.

Can I apply for housing assistance through the application section of the webpage?

No. The application’s page only provides you with information for applications you have been approved for.

There is a link to the application for housing assistance in the useful links section at the bottom of the page.

Terms of use

These terms of use describe your rights and responsibilities as a user of the MyHousing Portal (the Website). By downloading and/or accessing the Website, you agree to be bound by these Terms and Conditions. The Website is operated by DCJ Housing.

Lawful Purposes

The Website must only be used for lawful purposes and in a manner that does not infringe the rights of or restrict or inhibit the use and enjoyment of this site by any third party. This includes conduct which is unlawful, or which may harass or cause distress or inconvenience to any person, the transmission of obscene or offensive content or disruption to the site. You must not post or transmit via this site any unlawful, defamatory, obscene, offensive or scandalous material, or any material that constitutes or encourages conduct that would contravene any law.

These Terms and Conditions

When you download any material from, or access other services via, the Website you may be required to accept and comply with separate terms of use for that service in addition to these Terms and Conditions. Not all services have separate terms of use. Any terms you are required to agree to and accept via other means are in addition to these Terms and Conditions and in the event of a direct conflict, these Terms and Conditions prevail to the extent of any inconsistency.

Disclaimer

To the maximum extent permitted by law:

• DCJ Housing does not accept liability to any person for loss or damages incurred as a result of reliance upon material contained within the Website.
• DCJ Housing accepts no responsibility for checking the accuracy or completeness of data, programs or any materials accessed through the Website.
• By accessing the Website, you will be assuming all risks associated with use of the site, including risk of your computer, software or data being damaged by any virus which might be transmitted or activated via the Website or your access to it.

By accessing the Website, you will be deemed to have released and discharged DCJ Housing from all liability which might arise as a result of your use of the Website and any information you provide through, upload to, or download from, the Website, including liability in respect of any defamatory material or in respect of any dealings with any work (including software) in which you hold any copyright or other intellectual property right.

DCJ Housing cannot warrant and does not represent that the websites to which links are provided on the Website are complete, current, reliable and/or free from error. DCJ Housing cannot accept responsibility or liability for any loss, damage, cost or expense you might incur as a result of the use of or reliance upon the materials which appear at the linked sites.

DCJ Housing does not necessarily endorse or support the views, opinions, standards or information expressed at the linked sites. Similarly, you should not interpret the absence of a link from the Website to any particular third-party site as a criticism or comment by DCJ Housing on the provider or content of that site.

Some links which appear within the Website have been set up as an information source only.

As such, you should appreciate that despite the efforts of DCJ Housing to review and assess the suitability of the linked sites, some material which appears at those sites may cause offence or upset to some visitors. DCJ Housing regrets any such offence or upset caused.

MyHousing App Terms & Conditions

MyHousing App Terms of Use – iPhone

This license is for the provision of the mobile app available for free download from the App Store under the name "MyHousing" (App) between the person who downloads the App (You) and the Department of Communities and Justice for and on behalf of the State of New South Wales ABN 36 433 875 185 (DCJ).

The App is the only official app for the MyHousing online services (MyHousing). DCJ does not endorse any other mobile apps. Customers who download non-DCJ approved mobile apps do so at their own risk.

1. License terms: The App is licensed, not sold, by DCJ to You for use only under the terms of this license. You acknowledge that You also agree to the MyHousing terms and conditions (available at https://www.facs.nsw.gov.au/housing/myhousing/account-information/chapters/terms-and-conditions) and that such terms apply in addition to the terms of this license.

2. License parties: DCJ and You acknowledge that this license is concluded between DCJ and You only, and not with Apple or any other person. Subject to the terms and conditions of this license, DCJ, not Apple, is solely responsible for the App and the content thereof. DCJ reserves all rights not expressly granted to You.

3. Description of App: The service provided by the App allows You to: (i) apply for housing assistance; (ii) manage and access your information (including your contact details, account balances, transaction history, rent and income details, household member details and main application details); (iii) make online payments; (iv) access “AskIzzy”; (v) access “Link2Home”; (vi) lodge maintenance requests; and (vii) provide feedback to DCJ (collectively, the Services). Although every effort has been made to ensure the accuracy of information included in the App, DCJ does not accept liability to any person for loss or damages incurred as a result of reliance upon material contained within the App and DCJ accepts no responsibility for checking the accuracy or completeness of data, programs or any materials accessed through the App. You acknowledge that: (i) the App may not be compatible with certain devices and operating systems; and (ii) while DCJ endeavours to ensure that the App is free from viruses and other harmful code, this cannot be guaranteed.

4. Scope of license: This license granted to You for the App by DCJ is limited to a non-exclusive non-transferable license to use the App on any iPhone that You own or control and as permitted by the usage rules set forth in the App Store Terms of Service (Usage Rules). You may only use the App for Your personal, non-commercial purposes and You may not use or copy the App for any other purpose unless You obtain DCJ’s prior written consent. You may incur charges from Your mobile service provider for downloading and using the App.

5. License restrictions: This license does not allow You to: (i) use the App on any device that You do not own or control; (ii) distribute or make the App available over a network where it could be used by multiple devices at the same time; (iii) rent, lease, lend, sell, redistribute or sublicense the App; (iv) copy (except as expressly permitted by this license and the Usage Rules), decompile, reverse engineer, disassemble, attempt to derive the source code of, modify, or create derivative works of the App, any updates, or any part thereof (except to the extent any foregoing restriction is prohibited by law); (v) violate any applicable laws or access or use the App for any unlawful purpose; (vi) distribute viruses, spyware, corrupted files or any other similar software or programs that may damage the operation of any computer hardware or software; or (vii) collect or store personal data about other users of the App.

6. Username and password: You must keep all usernames, passwords, personal identification numbers and answers to security questions confidential and must not disclose this information to any person. DCJ is not responsible for any loss suffered as a result of You disclosing any such information to another person. You should lock Your device and take all reasonable steps to stop unauthorised use of the App or disclosure of Your details.

7. Privacy: You agree that DCJ may collect and use your personal information in providing the Services. DCJ will handle personal information that we collect in relation to You in accordance with our privacy policy (MyHousing Privacy Policy). You may update any personal information that we have about You by contacting us by way of the contact details stated in the MyHousing Privacy Policy.

8. Location data: The App makes use of location data to enhance the Services that DCJ provides to you. You can turn off this functionality at any time by turning off the location services settings for the App on Your device. If You use the App, You consent to us collecting, processing and using Your location data and queries to provide and improve location-based services. You may withdraw this consent at any time by turning off the location services settings.

9. App functionality: The App may make use of Your device’s camera, photo gallery and calendar to enhance the Services that DCJ provides to you, including to add Your appointments to Your calendar and allow You to share information with us via the App. You can turn this functionality off at any time by turning off the camera, photo gallery and/or calendar permissions for the App on Your device. The App also permits use of Your device’s native microphone functionality (if any), such as speech-to-text. If we collect any personal information from You using Your device’s camera, photo gallery, calendar or microphone, we will handle that personal information in accordance with our MyHousing Privacy Policy.

10. Third party content: The App may display, include or make available content, data, information, applications or materials from third parties or provide links to certain third party sites. To the maximum extent permitted by applicable law, DCJ does not warrant or endorse and will not have any liability to You or any other person for any third party services, content or sites which are provided solely as a convenience to You.

11. Intellectual property: DCJ is the owner or the licensee of the intellectual property rights in the App, including the layout, all graphic design elements, underlying code and any text, graphics, photographs, images, sounds, video, illustrations, data, files, other information and software. You agree that the App contains proprietary content, information and material that is protected by intellectual property laws and that You will not use such proprietary content, information or materials in any way whatsoever except for the permitted use of the Services.

12. Upgrades: DCJ may from time to time upgrade the App. The terms of this license will govern any upgrades that replace and/or supplement the original App, unless such upgrade is accompanied by a separate license in which case the terms of that license will govern. You acknowledge that, in the event that DCJ upgrades the App, earlier versions of the App may no longer be downloaded or supported.

13. Maintenance and support: DCJ and You acknowledge that Apple has no obligation whatsoever to furnish any maintenance and support services with respect to the App. You may, however, report issues in respect of the App to DCJ by contacting the Housing Contact Centre on 1800 422 322. DCJ will endeavour to address material issues that we determine have a substantial impact on the operation of the App for all users.

14. Liability: You acknowledge and agree that, to the maximum extent permitted by applicable law, use of the App is at Your sole risk and that, subject to clause 15: (i) DCJ disclaims all conditions, warranties, guarantees and rights with respect to the App; (ii) DCJ does not warrant against interference with Your enjoyment of the App, that the App will meet Your requirements, that the operation of the App will be uninterrupted or error-free, or that defects in the App will be corrected; (iii) DCJ disclaims all liability in respect of any claims arising in connection with this license; and (iv) DCJ is not liable for any indirect, consequential or economic damages or any loss of profits, revenue, goodwill or anticipated savings, whether the claim or liability arises in contract, tort (including negligence), equity, under statute or on any other basis. DCJ’s liability to You is reduced to the extent that Your acts or omissions (or those of a third party) contributed to or caused the relevant loss or damage.

15. Non-Excludable Provisions: Nothing in this license excludes anything imposed by any legislation (such as the Australian Consumer Law which contains guarantees that protect the purchasers of goods and services in certain circumstances) that cannot be lawfully excluded or limited (Non-Excludable Provision). If we are able to limit Your remedy for a breach of a Non-Excludable Provision, then our liability for such a breach is limited to one or more of the following at our option: (i) supplying the Services again; or (ii) the payment of the cost of having the Services supplied again.

16. Notification to Apple: In the event of any failure of the App to conform to any applicable warranty, You may notify Apple, and Apple will refund the purchase price (if any) for the App to You. To the maximum extent permitted by applicable law, Apple will have no other warranty obligation whatsoever with respect to the App, and any other claims, losses, liabilities, damages, costs or expenses attributable to any failure to conform to any warranty will be DCJ’s sole responsibility.

17. Claims: DCJ and You acknowledge that: (i) DCJ, not Apple, are responsible for addressing any claims of You or any third party relating to the App or Your possession and/or use of the App, including: (A) product liability claims; (B) any claim that the App fails to conform to any applicable legal or regulatory requirement; and (C) any claims arising under consumer protection, privacy or similar legislation; and (ii) in the event of any third party claim that the App or Your possession and use of it infringes a third party’s intellectual property rights, DCJ, not Apple, will be solely responsible for the investigation, defence, settlement and discharge of any such intellectual property infringement claim.

18. Representations and warranties: You represent and warrant that: (i) You are not located in a country that is subject to a U.S. Government embargo, or that has been designated by the U.S. Government as a “terrorist supporting” country; and (ii) You are not listed on any U.S. Government list of prohibited or restricted parties.

19. Suspension: DCJ and its licensors reserve the right to change, suspend, remove or disable access to the App or any element of the Services at any time without notice. In no event will DCJ be liable for the removal of or disabling of access to the App or any such element of the Services. DCJ may also impose limits on the use of or access to certain elements of the App or Services, in any case and without notice or liability.

20. Termination: The license is effective until terminated by You or DCJ. Your rights under this license will terminate automatically without notice from DCJ if You fail to comply with any term(s) of this license. Upon termination of the license, You must cease all use of the App.

21. Third party beneficiary: DCJ and You acknowledge and agree that Apple, and Apple’s subsidiaries, are third party beneficiaries of this license, and that, upon Your acceptance of the terms and conditions of this license, Apple will have the right (and will be deemed to have accepted the right) to enforce this license against You as a third party beneficiary thereof.

22. Third Party Terms of Agreement: You must comply with any applicable third party terms of agreement when using the App (e.g. You must not be in violation of any agreement with your mobile provider when using the App).

23. Amendments: DCJ may at any time change these App Terms of Use. We will notify You of any material changes via the App Store. By using the App after any changes are published, You agree to be bound by the changes.

24. Contacting DCJ: You may direct Your compliments, suggestions or complaints with respect to Housing Services at the address Client Feedback Unit, Locked Bag 7150, Liverpool BC 1871, by email at feedback@facs.nsw.gov.au or calling 1800 422 322.

25. Unenforceability: If any part of this license is held to be unenforceable, the unenforceable part is to be severed and the remainder will remain in full force and effect.

26. Governing law: The laws of New South Wales, Australia, govern this license and Your use of the App and You submit to the non-exclusive jurisdiction of the courts of New South Wales, Australia. Your use of the App may also be subject to other local, state, national or international laws.

MyHousing App Terms of use – Android

This license is for the provision of the mobile app available for free download from the Google Play Store under the name "MyHousing" (App) between the person who downloads the App (You) and the Department of Communities and Justice for and on behalf of the State of New South Wales ABN 36 433 875 185 (DCJ).

The App is the only official app for the MyHousing online services (MyHousing). DCJ does not endorse any other mobile apps. Customers who download non-DCJ approved mobile apps do so at their own risk.

1. License terms: The App is licensed, not sold, by DCJ to You for use only under the terms of this license. You acknowledge that You also agree to the MyHousing terms and conditions (available at https://www.facs.nsw.gov.au/housing/myhousing/account-information/chapters/terms-and-conditions) and that such terms apply in addition to the terms of this license.

2. Description of App: The service provided by the App allows You to: (i) apply for housing assistance; (ii) manage and access your information (including your contact details, account balances, transaction history, rent and income details, household member details and main application details); (iii) make online payments; (iv) access “AskIzzy”; (v) access “Link2Home”; (vi) lodge maintenance requests; and (vii) provide feedback to DCJ (collectively, the Services). Although every effort has been made to ensure the accuracy of information included in the App, DCJ does not accept liability to any person for loss or damages incurred as a result of reliance upon material contained within the App and DCJ accepts no responsibility for checking the accuracy or completeness of data, programs or any materials accessed through the App. You acknowledge that: (i) the App may not be compatible with certain devices and operating systems; and (ii) while DCJ endeavours to ensure that the App is free from viruses and other harmful code, this cannot be guaranteed.

3. Scope of license: This license granted to You for the App by DCJ is limited to a non-exclusive, non-transferable, worldwide and perpetual license to perform, display and use the App on any Android device that You own or control and as permitted by any applicable Google terms governing Your use of the App (including the Google Play Terms of Service). You may only use the App for Your personal, non-commercial purposes and You may not use or copy the App for any other purpose unless You obtain DCJ’s prior written consent. You may incur charges from Your mobile service provider for downloading and using the App.

4. License restrictions: This license does not allow You to: (i) use the App on any device that You do not own or control; (ii) distribute or make the App available over a network where it could be used by multiple devices at the same time; (iii) rent, lease, lend, sell, redistribute or sublicense the App; (iv) copy (except as expressly permitted by this license), decompile, reverse engineer, disassemble, attempt to derive the source code of, modify, or create derivative works of the App, any updates, or any part thereof (except to the extent any foregoing restriction is prohibited by law); (v) violate any applicable laws or access or use the App for any unlawful purpose; (vi) distribute viruses, spyware, corrupted files or any other similar software or programs that may damage the operation of any computer hardware or software; or (vii) collect or store personal data about other users of the App.

5. Username and password: You must keep all usernames, passwords, personal identification numbers and answers to security questions confidential and must not disclose this information to any person. DCJ is not responsible for any loss suffered as a result of You disclosing any such information to another person. You should lock Your device and take all reasonable steps to stop unauthorised use of the App or disclosure of Your details.

6. Privacy: You agree that DCJ may collect and use your personal information in providing the Services. DCJ will handle personal information that we collect in relation to You in accordance with our privacy policy (MyHousing Privacy Policy). You may update any personal information that we have about You by contacting us by way of the contact details stated in the MyHousing Privacy Policy. You acknowledge that Your use of the App through any Android device may also be subject to additional terms and privacy policies of third parties (including the Google Play Terms of Service), which DCJ is not responsible for.

7. Location data: The App makes use of location data to enhance the Services that DCJ provides to you. You can turn off this functionality at any time by turning off the location services settings for the App on Your device. If You use the App, You consent to us collecting, processing and using Your location data and queries to provide and improve location-based services. You may withdraw this consent at any time by turning off the location services settings.

8. App functionality: The App may make use of Your device’s camera, photo gallery and calendar to enhance the Services that DCJ provides to you, including to add Your appointments to Your calendar and allow You to share information with us via the App. You can turn this functionality off at any time by turning off the camera, photo gallery and/or calendar permissions for the App on Your device. The App also permits use of Your device’s native microphone functionality (if any), such as speech-to-text. If we collect any personal information from You using Your device’s camera, photo gallery, calendar or microphone, we will handle that personal information in accordance with our MyHousing Privacy Policy.

9. Third party content: The App may display, include or make available content, data, information, applications or materials from third parties or provide links to certain third party sites. To the maximum extent permitted by applicable law, DCJ does not warrant or endorse and will not have any liability to You or any other person for any third party services, content or sites which are provided solely as a convenience to You.

10. Intellectual property: DCJ is the owner or the licensee of the intellectual property rights in the App, including the layout, all graphic design elements, underlying code and any text, graphics, photographs, images, sounds, video, illustrations, data, files, other information and software. You agree that the App contains proprietary content, information and material that is protected by intellectual property laws and that You will not use such proprietary content, information or materials in any way whatsoever except for the permitted use of the Services.

11. Upgrades: DCJ may from time to time upgrade the App. The terms of this license will govern any upgrades that replace and/or supplement the original App, unless such upgrade is accompanied by a separate license in which case the terms of that license will govern. You acknowledge that, in the event that DCJ upgrades the App, earlier versions of the App may no longer be downloaded or supported.

12. Maintenance and support: You may report issues in respect of the App to DCJ by contacting the Housing Contact Centre on 1800 422 322. DCJ will endeavour to address material issues that we determine have a substantial impact on the operation of the App for all users.

13. Liability: You acknowledge and agree that, to the maximum extent permitted by applicable law, use of the App is at Your sole risk and that, subject to clause 14: (i) DCJ disclaims all conditions, warranties, guarantees and rights with respect to the App; (ii) DCJ does not warrant against interference with Your enjoyment of the App, that the App will meet Your requirements, that the operation of the App will be uninterrupted or error-free, or that defects in the App will be corrected; (iii) DCJ disclaims all lability in respect of any claims arising in connection with this licence; and (iv) DCJ is not liable for any indirect, consequential or economic damages or any loss of profits, revenue, goodwill or anticipated savings, whether the claim or liability arises in contract, tort (including negligence), equity, under statute or on any other basis. DCJ’s liability to You is reduced to the extent that Your acts or omissions (or those of a third party) contributed to or caused the relevant loss or damage.

14. Non-Excludable Provisions: Nothing in this license excludes anything imposed by any legislation (such as the Australian Consumer Law which contains guarantees that protect the purchasers of goods and services in certain circumstances) that cannot be lawfully excluded or limited (Non-Excludable Provision). If we are able to limit Your remedy for a breach of a Non-Excludable Provision, then our liability for such a breach is limited to one or more of the following at our option: (i) supplying the Services again; or (ii) the payment of the cost of having the Services supplied again.

15. Suspension: DCJ and its licensors reserve the right to change, suspend, remove or disable access to the App or any element of the Services at any time without notice. In no event will DCJ be liable for the removal of or disabling of access to the App or any such element of the Services. DCJ may also impose limits on the use of or access to certain elements of the App or Services, in any case and without notice or liability.

16. Termination: The license is effective until terminated by You or DCJ. Your rights under this license will terminate automatically without notice from DCJ if You fail to comply with any term(s) of this license. Upon termination of the license, You must cease all use of the App.

17. Amendments: DCJ may at any time change these App Terms of Use. We will notify You of any material changes via the Google Play store. By using the App after any changes are published, You agree to be bound by the changes.

18. Contacting DCJ: You may direct Your compliments, suggestions or complaints with respect to Housing Services at the address Client Feedback Unit, Locked Bag 7150, Liverpool BC 1871, by email at feedback@facs.nsw.gov.au or calling 1800 422 322.

19. Unenforceability: If any part of this license is held to be unenforceable, the unenforceable part is to be severed and the remainder will remain in full force and effect.

20. Governing law: The laws of New South Wales, Australia, govern this license and Your use of the App and You submit to the non-exclusive jurisdiction of the courts of New South Wales, Australia. Your use of the App may also be subject to other local, state, national or international laws.

What is this notice about?

1.1 This privacy notice applies to the Department of Communities and Justice, also known as DCJ (the Department), which consists of the following entities:

• Community Services
• DCJ Housing
• Strategy and Policy
• Corporate Services
• Home Care Service,

(collectively, we or us).

1.2 This privacy notice describes how we manage the personal information and health information that we collect about you. The NSW Government’s privacy practices in collecting, storing, using and disclosing personal information and health information are regulated by the Privacy and Personal Information Protection Act 1998 (NSW), the Privacy Code of Practice (General) 2003 (NSW) and the Health Records and Information Privacy Act 2002 (NSW) (together the NSW Privacy Laws). These laws have privacy principles that tell us things like:

• what information we can collect and how we collect it;
• how we should store and protect your personal information and health information;
• how you can find out what personal information or health information we hold about you and correct it if it is wrong;
• how we can use and disclose your personal information and health information; and
• how you can complain about breaches of your privacy.

1.3 We comply with the requirements of the NSW Privacy Laws with respect to the collection, management and disclosure of your personal information and health information. Further information on our privacy policies can be found:

• on our website
• in our DCJ factsheet for clients and external stakeholders; or
• by calling 02 9377 6000 or TTY 02 9377 6167.

You can also access the easy English version of this privacy notice

What information do we collect?

2.1 When used in this notice, the terms “personal information” and “health information” have the meanings given to them in the NSW Privacy Laws. In general terms, personal information means any information or an opinion that is about you. This may include your name, address, telephone number or email address. If the information we collect personally identifies you, or you are reasonably identifiable from it, the information will be considered personal information.

2.2 Similarly, health information broadly means personal information that is information or an opinion about your physical or mental health, any disabilities you may have, your express wishes about the provision of future health services, or about health services provided to you or that are to be provided to you.

2.3 We collect personal information from you in the course of your use of the MyHousing portal by way of the MyHousing Website and/or associated mobile applications (together, the Portal). This information includes:

• your contact details, including telephone numbers, email address, postal address and emergency contact details;
• information about your use of the Portal which is automatically recorded by us and identifies, for each page on the Portal that you access:
  • the IP (Internet Protocol) address of the machine used to access that page;
  • the IP address of your server;
  • the date and time of your visit;
  • the pages accessed and documents downloaded from the Portal;
  • the previous site that you visited; and
  • the type of browser and/or operating system that you have used to access the Portal.

2.4 We may also collect other types of personal information and health information about you via the Portal in connection with MyHousing services. These services include the submission and assessment of housing applications, making online payments, accessing “AskIzzy” and “Link2Home”, lodging maintenance requests and providing feedback to DCJ.

2.5 The Portal will provide notification of the information we are seeking to collect in connection with MyHousing services. For example, if you use a MyHousing mobile application to progress an application for housing, we may ask you to provide information via the app to support your application. This may include personal information and health information such as proof of income, proof of identity, information about your health needs and information about your current housing circumstances. The full list of information we might request in connection with a housing application can be downloaded here.

How and why do we collect your personal information and health information?

3.1 We may collect your personal information and heath information when you use the Portal, when you communicate with us and when information is submitted to us via the Portal in connection with MyHousing.

3.2 If you use the Portal to respond to a request for information from us (e.g. to progress a housing application), you may find that the Portal does not restrict you in the type of documents that you can upload in response to that request. However, we only solicit the information that we expressly ask you to provide (e.g. proof of income or proof of identity). Any other information you provide via the Portal, whether on purpose or accidentally, will be treated as unsolicited.

3.3 We will usually collect personal information or health information that relates to you directly from you. However, we may also collect this information from third parties in accordance with, and in circumstances permitted by, the NSW Privacy Laws or other applicable legislation.

3.4 It is very important that you take note of the following requirements before submitting personal information or health information to us:

• Confidentiality: Consider whether any information you are planning to submit to us is the subject of any confidentiality obligations. For example, if you are about to submit a copy of a contract, check to make sure that the terms of the contract allow you to show us a copy of it. You should only provide us with information via the Portal if you have all necessary rights to do so.
• Information about people aged under 16: If you are under the age of 16, we ask that information about you be provided on your behalf by your parent or guardian. If that is not possible under the circumstances, we ask that the agency or organisation assisting with your application provide information to us on your behalf.
• Information about other people: You must only provide us with information about a person aged over 16 (like your emergency contact or any other person listed on a housing application) if that person has authorised you to give us that information. You must also show that person this notice in advance so that they understand how their information may be used.
• Tax file numbers: The Department does not require, and does not solicit the collection of, your tax file number. In some cases, you may be asked to provide us with a copy of a tax notice of assessment, for example if we need to ask you to verify your income as part of a housing application. If you are planning to submit a document to us that contains your tax file number, please redact the number from the document in advance. Any tax file numbers that we receive will be treated as unsolicited information.
• If you are providing information to us to obtain housing support in relation to the commission or possible commission of a domestic violence offence, please take particular note of the following:
  • If you are providing information to us:
    • about an apprehended violence order that has been sought or made for your protection; or
    • that relates to a charge for a domestic violence offence against you,
  and that information identifies the alleged perpetrator, you do not need to tell that person in advance or obtain their consent before providing us with the information for the purposes of seeking housing support.
  • If you are planning to provide information:
    • about an apprehended violence order or a charge for a domestic violence offence and you are not the person in whose favour the order was sought or made, or the person alleged to be the victim of the offence; or
    • about personal or domestic violence that does not involve an apprehended violence order (whether sought or made) or a charge for a domestic violence offence,

  please ensure that all details that may identify the alleged perpetrator (e.g. their name, their photograph etc) are removed in advance.

  3.5 Individuals who lack capacity to provide information: If an individual lacks the capacity to provide information that we need in order to provide services (like housing assistance) to that individual, we may collect the information from certain other people, like the individual’s guardian, attorney or spouse. Under these circumstances, we have responsibilities under the NSW Privacy Laws to consult those third parties before taking certain steps in the use or disclosure of the individual’s personal information. We are also responsible for making certain records available to those third parties.

How will we use your personal information and health information?

4.1 We collect your personal information and health information for the following purposes:

• in respect of personal information or health information about you in connection with our MyHousing services:
  • to manage our relationship with you and to contact you;
  • to update our records and keep your details up to date;
  • to assess applications for housing assistance;
  • in connection with the provision of other MyHousing services, including the assessment of an individual’s suitability for those services; and
  • to comply with any information collection, management and disclosure requirements we are required to abide by, including requirements at law; and
• in respect of personal information about your use of the Portal:
  • within the Department as a whole to plan, coordinate and improve the way we provide services;
  • for aggregation with other similar logged information and for publication in reports in order for DCJ to identify patterns of usage of the Portal; and
  • to assist us in improving the Portal and the services offered on it.

4.2 We may also use the information we collect from you as permitted by applicable laws.

Who will we disclose your personal information and health information to?

5.1 The personal information and health information we collect about you will be held by the entity within the Department that collects it.

5.2 We may disclose your personal information:

• to DCJ employees where required in the normal course of their duties and in accordance with applicable laws;
• to external organisations and agencies where there is a lawful reason or basis to do so, such as:
  • where authorised under the NSW Privacy Laws or other applicable laws or codes;
  • where a direction has been made by the NSW Information Commissioner; or
  • where there is a current signed authority of disclosure;
• to another person or body where we are otherwise legally authorised to do so, including where:
  • the disclosure is directly related to the purpose for which the personal information or health information was collected and DCJ has no reason to believe that you would object to that disclosure;
  • you are reasonably likely to have been made aware (including via this notice) that the information is usually disclosed to that person or body;
  • DCJ believes, on reasonable grounds, that the disclosure is necessary to prevent or lessen a serious and imminent threat to the life or health of a person; or
  • you have given us your consent to the disclosure.

5.3 When personal information or health information about you is submitted to us in connection with MyHousing services, we may disclose that information to other agencies, including for the purposes of assessing an application for services or coordinating service delivery.

5.4 We will not disclose your personal information or health information to members of the public unless there is a lawful reason for us to do so.

5.5 DCJ collects information relating to your use of the Portal on its own computers. Access to the raw data is restricted to a limited number of officers in DCJ for the purpose of analysis and to report on the success of DCJ in meeting its communication and access objectives.

5.6 By using the Portal, you agree that staff may disclose information relating to your use of the Portal in joint meetings with other agencies where a Service Agreement, Memorandum of Understanding or similar document is in place and the NSW Privacy Laws permit that disclosure, or when seeking the professional opinion of another staff member. DCJ staff members will not disclose personal information about you where that information is not relevant to the matter being discussed.

When might we collect, use and disclose information more extensively?

6.1 Without limiting any of our rights under applicable laws, DCJ will collect, use and disclose information more extensively if there are:

• unauthorised attempts to access files which are not published DCJ pages;
• unauthorised tampering or interference with files published on the Portal;
• unauthorised attempts to index the contents of the Portal;
• attempts to intercept messages of other users of the Portal;
• communications which are defamatory, abusive, which vilify individuals or groups or which give rise to a suspicion that an offence is being committed; or
• attempts to otherwise compromise the security of the Portal’s web server, breach the laws of the State of New South Wales or the Commonwealth of Australia or interfere with the enjoyment of the Portal by other users.

6.2 For example, DCJ reserves the right to make disclosures to relevant authorities where the use of the Portal raises a suspicion that an offence is being, or has been, committed. In the event of an investigation, DCJ will also provide access to data to any law enforcement agency that may exercise a warrant to inspect our logs.

What happens if you do not provide your personal information or health information?

7.1 You do not have to provide us with your personal information or health information. However, if you choose not to provide us with the personal information or health information that we request, we may not be able to provide the services or assistance that you may seek. For example, you may not be able to use the Portal if you do not provide us with certain personal information that we request. We may also be unable to provide you with other services, like housing assistance, or assess your suitability for those services.

Accuracy of your personal information and health information

8.1 We are required to take reasonable care to ensure that your personal information and health information is relevant, accurate, up-to-date, complete and not misleading.

8.2 From time to time, we may ask that you refresh any personal information or health information you have previously provided us. This is to ensure that the information we hold about you remains current.

8.3 Before you provide us with personal information or health information, we require that you also ensure that the information is relevant, accurate, up-to-date, complete and not misleading. If you need to correct information that you have already submitted to us, you can do so in accordance with clauses 11 and 12 of this notice.

Storage and security of your personal information and health information

9.1 Personal information and health information that we collect is stored in an appropriately secure format by taking such security safeguards as are reasonable in the circumstances against loss and unauthorised access, use, modification, disclosure or other misuse.

Google Analytics and Firebase

10.1 The Portal uses Google Analytics (for the MyHousing Website) and Firebase (for the associated mobile applications). These are services which transmit Portal traffic data to Google servers in the United States. Google Analytics and Firebase do not identify individual users or associate individual IP addresses with any other data held by Google.

10.2 For more information about this, see Google’s Privacy Policy.

10.3 We use reports provided by Google Analytics and Firebase to help us understand Portal traffic and usage. The information collected during each visit is aggregated with similar logged information and published in reports so that DCJ can identify patterns of usage of the Portal. This assists us in improving the site and the services offered on it.

10.4 DCJ will not disclose or publish information that identifies individual machines, or potentially identifies sub-groupings of addresses, without consent and otherwise will act in accordance with NSW Privacy Laws in respect of that information.

Access and correction of your personal information and health information

11.1 At your request, we will provide you with access to the personal information or health information that we hold about you in connection with your use of the Portal. We will provide you with that access without undue delay or expense. We may require some proof of identity before we provide you with access.

11.2 At your request, we will make appropriate amendments to the personal information or health information that we hold about you to ensure that it is accurate, relevant, up-to-date, complete and not misleading. If we are not prepared to amend your information, we will (if you request it) take such steps as are reasonable to attach to the information a statement provided by you explaining the amendment that you have sought.

Contact details

12.1 The Department of Communities and Justice collects and holds your personal information and health information. You may contact us at:

• Phone: 02 9377 6000 or TTY 02 9377 6167
• Address: 223-239 Liverpool Road, Ashfield NSW 2131.

Will this privacy notice be updated over time?

13.1 Due to the developing nature of privacy principles for online communication, this notice may be modified or expanded in light of new developments and issues that may arise from time to time. Please check this notice regularly for updates.

Copyright in the material which appears within this website (the Website) is, subject to the operation of the Copyright Act 1968 (Cth), vested in the Crown in the right of the State of New South Wales.

You are welcome to reproduce the material which appears within the Website for personal, educational, in-house or non-commercial use, without formal permission or charge.

No content from the Website may be used, reproduced, altered, stored or transmitted for commercial or for non-sanctioned purposes, without the prior written permission of the Secretary of DCJ.

Please note that this copyright notice applies only to materials appearing at the Website. Copyright in materials appearing at Internet sites which are linked to from the Website are not subject to this copyright notice or licence.

DCJ Housing cannot and does not grant any permission or authority in respect of the copyright in the materials appearing at third-party Internet sites, and strongly recommends that you refer to the copyright statements at those sites before making use of the materials.

To the maximum extent permitted by law:

• DCJ Housing does not accept liability to any person for loss or damages incurred as a result of reliance upon material contained within the MyHousing Portal (the Website).
• DCJ Housing accepts no responsibility for checking the accuracy or completeness of data, programs or any materials accessed through the Website.
• By accessing the Website, you will be assuming all risks associated with use of the site, including risk of your computer, software or data being damaged by any virus which might be transmitted or activated via the Website or your access to it.

By accessing the Website, you will be deemed to have released and discharged DCJ Housing from all liability which might arise as a result of your use of the Website and any information you provide through, upload to, or download from, the Website, including liability in respect of any defamatory material or in respect of any dealings with any work (including software) in which you hold any copyright or other intellectual property right.

DCJ Housing cannot warrant and does not represent that the websites to which links are provided on the Website are complete, current, reliable and/or free from error. DCJ Housing cannot accept responsibility or liability for any loss, damage, cost or expense you might incur as a result of the use of or reliance upon the materials which appear at the linked sites.

DCJ Housing does not necessarily endorse or support the views, opinions, standards or information expressed at the linked sites. Similarly, you should not interpret the absence of a link from the Website to any particular third-party site as a criticism or comment by DCJ Housing on the provider or content of that site.

Some links which appear within the Website have been set up as an information source only.

As such, you should appreciate that despite the efforts of DCJ Housing to review and assess the suitability of the linked sites, some material which appears at those sites may cause offence or upset to some visitors. DCJ Housing regrets any such offence or upset caused.

Payment disclaimer

It can take up to 3 business days for your financial institution to process your payment.

DCJ Housing is working towards improving the experience of the MyHousing Account and Information website and conforming to the W3C’s Web Content Accessibility Guidelines (WCAG).

The DCJ accessibility policy and standard is available on the DCJ Housing website.