Complaints and Appeals Policy

This policy outlines the requirements for dealing with:

• complaints about the services provided by Birribee Housing and its staff
• appeals against decisions made by Birribee Housing about housing and tenancy issues.

The objectives are to ensure:

• tenants, other household members, and applicants have a clear pathway for making complaints and appeals
• Birribee meet its obligations under the NSW Residential Tenancies Act 2010 and the National Regulatory Code for Community Housing
• Birribee reviews and improves its services by regularly reflecting on the nature of complaints and appeals, and their outcomes.

This policy applies to:

• All Birribee Housing staff and Board members
• Support partners
• Maintenance and repair contractors
• Tenants and the members of their household
• Applicants for tenancy
• Community members The Chief Executive Officer is responsible for administration, revision, interpretation and application of this policy. Birribee staff are responsible for implementing the policy. The policy shall be reviewed regularly.