Policies

At BHC, we recognise that clear, consistent policies and procedures are essential to delivering high quality services.

Maintaining trust with tenants, stakeholders and staff is paramount and our approach is grounded in transparency, accountability and continuous improvement.

Our policies provide the overarching framework for decision-making, guide day-to-day operations and support compliance with legislative and regulatory requirements. They also help ensure that risks are identified and managed proactively, enabling us to achieve strategic and operational goals with confidence.

Your Privacy

Brisbane Housing Company Limited (BHC) respects your privacy and is committed to keeping your personal information safe. We handle your personal information in accordance with the Privacy Act 1988 (Cth) (Privacy Act).

We collect and use your personal information so we can:

• Provide housing and related services;
• Manage our properties and support tenants/residents;
• Meet our legal, funding and reporting requirements; and
• Improve the quality and safety of our services.

We only collect information that is necessary for these purposes.

Sometimes, we may need to share your personal information with other organisations. We will only do this if:

• You have given us permission;
• It is needed to provide services or support to you; or
• The law allows or requires us to do so.

It is unlikely that your personal information will be stored overseas; however, in some limited situations BHC may use secure service providers (such as cloud storage) that store data outside Australia. If this happens, BHC takes reasonable steps to ensure your personal information is protected in line with Australian privacy laws.

If you choose not to provide certain personal information, this may affect our ability to provide services or support to you.

More information

You can find more information about how we manage your personal information in BHC’s privacy policy, including the kinds of personal information and sensitive information we collect and hold, how that information is being collected and held, how to access or correct your details, and how to make a privacy complaint.

Video Surveillance at BHC Properties

Some BHC properties use video surveillance (such as CCTV) to help keep tenants/residents, visitors, staff and service providers, and properties safe.  Any recorded CCTV footage is handled in accordance with Australian privacy laws (including the Privacy Act) and BHC policies (accessible here).

Video surveillance is used for purposes such as:

• Improving safety and security;
• Preventing or investigating incidents, damage, or unlawful behaviour; and
• Supporting property management and legal requirements.

Cameras are only installed in common areas (for example, entrances, car parks, or shared spaces). They are not installed inside tenants/residents’ homes or in private areas.

At some BHC properties, BHC also uses Facial Recognition Technology (FRT) to collect input facial images and biometric information (which can be used to create biometric templates) (Biometric Data). Biometric Data is a type of ‘sensitive information’ under the Privacy Act.

You will know that FRT is being used as a feature to a CCTV system at a BHC property because there will be a CCTV notice that expressly indicates that FRT is being used.  Before FRT is enabled at any property, a site-specific privacy impact assessment will be conducted to determine the necessity and appropriateness of its use and clear signage will be displayed on site.

The collection of Biometric Data through FRT is only used by BHC in situations that comply with the Australian Privacy Principles (APPs), such as where it is necessary to prevent serious threats to safety or to address unlawful activities.

Access to footage is limited to authorised staff and may only be shared with third parties (such as police or emergency services) when legally required or permitted.

You can find more information about how we manage surveillance cameras, in BHC’s CCTV Privacy Collection Statement below.

Complaints and Feedback

BHC recognises that errors, misunderstandings and dissatisfaction can occur in the delivery of its services. Complaints may arise when individuals feel that decisions, behaviours or actions are unreasonable, inconsistent with BHC policies, or interfere with their rights. Consistent with its values, BHC encourages a positive approach to complaints handling as an opportunity for learning and continuous improvement and also welcomes compliments to promote excellence within the organisation.

Additionally, BHC’s Retirement Village residents are covered by our Retirement Villages Complaints and Feedback Policy which operates in line with the Retirement Living Code of Conduct.

Our policies, accessible below, set out how BHC manages complaints, reviews its decisions, and responds to feedback about service delivery.

Online complaints can be lodged here.

Whistleblower

If you see or experience something that doesn’t feel right, we encourage you to speak up. Our whistleblower process provides a safe and confidential way to report concerns, see below for more info.

Pets

At BHC, we recognise the importance of pets, and we are supportive of tenants wishing to have a pet, where we can. See this page for additional information and requirements.