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What to do if you have a complaint

If you’re unhappy with a decision or service from FACS or your non-government agency, the best person to speak to is your caseworker or their manager. Most issues are resolved faster at this level.

If the complaint remains unresolved, contact a more senior manager, such as a manager of client services or the operations manager for your agency.

The FACS Complaints Unit

If you are a FACS carer and you’re still dissatisfied, contact the FACS Complaints Unit. The Complaints Unit will listen to your complaint and is often able to resolve the issue promptly. If not, they will refer it to the right person. They will let you know what they are going to do with your complaint and the timeframes for getting back to you. Your options are to:

  • call the Complaints Unit on 1800 000 164 to talk directly with a complaints officer
  • email the Complaints Unit at complaints@community.nsw.gov.au
  • complete the complaint form available on the FACS website and fax it to (02) 9716 2196
  • complete the complaint form and post it to:
    Reply Paid 63437
    Complaints Manager
    Family and Community Services
    Locked Bag 4028
    Ashfield NSW 2131.

If you are a carer with a non-government agency, the resolution of your complaint may be supported by either an internal or external unit.

The NSW Ombudsman

If you remain unhappy with the response you have received, you can take your complaint to the NSW Ombudsman’s Office. The Ombudsman is an independent body that oversees a range of agencies in NSW, including those that deliver services to children. The Ombudsman is responsible for making sure that agencies are aware of their responsibilities to the public and act reasonably as well as lawfully.

My Forever Family NSW

My Forever Family NSW provides peer support and advocacy for carers across the state. The organisation can play a role in helping resolve matters between carers and agencies.

  • The Code of Conduct: What carers can expect from FACS

    Information support, training, respect and participation

    Read more
  • Carer support organisations

    Contacts for groups providing carers with support, training and advocacy

    Read more
  • Carer responsibilities

    Providing the environments, routines and relationships that meet the physical and emotional needs of kids in care

    Read more