BHC Tenant Handbook

28 BHC Tenant Handbook • Please state the issue clearly in writing, including a description of the incident or concern, dates, times and circumstances • BHC may need some time to address the matter and may need to speak with you and others who were witness to the incident and able to support your complaint • You may be involved in the process of resolution and your input on how you feel it is best to resolve the matter will be considered • Once BHC has gathered all the information, a decision will be made on the best course of action to deal with your complaint. BHC will respond in writing to formal written complaints Review of Complaint: If you are dissatisfied with the decision, you may request a review of your complaint. To request a review, please submit your complaint marked to the attention of the Tenancy Services Manager. A review of a complaint will be undertaken by someone who was not the original decision maker and is a senior member of staff. The Residential Tenancies Authority (RTA) can assist with information and processes around tenant rights and obligations. NDIS-related complaints If you are an NDIS participant and are not happy with the way we have handled your complaint you can contact the NDIS Quality and Safeguards Commission (see Important Contacts on page 31 in this booklet). A copy of the BHC Complaints and Feedback Policy may be obtained by emailing au or calling us on 3307 3000. Anonymous complaints Tenants are able to submit anonymous complaints and these will be investigated, though we may be limited in our ability to investigate or advise the complainant of any outcome. Privacy All applications for housing go through an approval process, which involves access to your personal information by BHC. Your personal information is collected in a fair, lawful and non-intrusive manner. Personal information is any information about your identity that is apparent or can be reasonably ascertained. Your information is collected by BHC if it directly relates to the administration of providing and managing housing for eligible households. Types of personal information that may be collected includes your name, contact details, household type and size, date of birth and income status. What we do with your personal information • Use it to carry out our responsibilities under funding agreements and relevant legislation • Inform statistical analysis to monitor and evaluate our services • Notify the State Government when your household is adequately housed BHC takes measures to detect and prevent the fraudulent use of your personal information.