Complaints Resolution Process
Why do we have a Complaint Resolution process?
BC Housing is committed to working with its many stakeholders
and partners to provide housing and services for British Columbians
in greatest need, with the highest standard of service
available.
BC Housing takes complaints seriously and is committed to
receiving, handling, and resolving complaints in a consistent,
objective, fair, and timely fashion.
Effective complaint resolution involves the careful examination
of each complaint and a resolution offered on the basis of that
analysis within policy, budget, and resource parameters, with a
view to continuously improving service to you and our stakeholders
and partners.
The Complaint Resolution process starts when you express
dissatisfaction with BC Housing, on any
level.
The Complaint Resolution process is not available to you if
other appropriate legislation can resolve your concern.
Examples include, but are not limited
to:
-
Ministry of Social Development (Ministry responsible for employment and assistance benefits, also known as income assistance)
If one of these complaint resolution processes, or another
complaint resolution process, is available to you, you will be
redirected to that resource when you contact us.
Step 1 – Local Review
You are strongly encouraged to resolve the complaint informally
with BC Housing employees and the appropriate manager, as needed.
Where resolution is not achieved, the complaint
resolution process is available to:
-
Applicants for housing and tenants in BC Housing’s directly managed public housing stock.
-
Applicants and recipients of the Rental Assistant Program (RAP) or the Shelter Aid for Elderly Renters Program (SAFER) in areas where the complaint process is not defined by SAFER legislation.
-
Stakeholders, partners, suppliers, and/or clients who do not feel they have been treated fairly and/or are not satisfied with the service they have experienced.
Step 2 – Formal Review
If you are not satisfied with the decision made by the BC
Housing manager, a formal review by the Complaint Resolution
Committee may be requested by completing the
Complaint Resolution form
(
locked .dot file - may take a few minutes to
download.)
Please complete the form, attach any supporting documentation,
and forward by mail, fax, or e-mail to:
Complaint Resolution Committee
#1705, 4555 Kingsway
Burnaby BC V5H 4V8
Attention: Director, Business Support Services
Fax: 604 439-4722
Email: ComplaintResolution@bchousing.org
#1705, 4555 Kingsway
Burnaby BC V5H 4V8
Attention: Director, Business Support Services
Fax: 604 439-4722
Email: ComplaintResolution@bchousing.org
The Committee will review all of the relevant
information you have provided in the form and supporting
documentation, and seek information from any or all parties named
in your complaint to ensure that the process is fair and
transparent for all concerned.
The Complaint Resolution Committee will
investigate and advise you of its decision within thirty (30)
business days.
If you are still not satisfied, you can request
an independent review by making a complaint to the Office of the BC
Ombudsperson.
The Office of the BC Ombudsperson receives
inquiries and complaints about the practices and services provided
by public agencies. Their role is to impartially
investigate complaints to determine whether public agencies have
acted fairly and reasonably.
If you bypass the Complaint Resolution process
and proceed directly to the Office of the BC Ombudsperson, you will
not be eligible to have your complaint reviewed by the Complaint
Resolution Committee.