@home Property Management Pty Ltd has developed the following policy for handling complaints:
We will oversee the complaints process. We are responsible for working with you and relevant agency staff to ensure that the issues you raise are fully examined and your complaint is handled in accordance with this process.
We will treat the process, and all the details of your complaint, in strict confidence. If we need to discuss any issues arising from your complaint with someone outside the agency, we will obtain your consent first.
We will always try to give you a fair opportunity to explain your case. You should make your initial complaint as clear as possible. Sometimes we may want to meet you in person to discuss your concerns and try to find a satisfactory solution.
We will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised.
We will send you acknowledgment of receipt of the complaint within seven business days.
If we discover that the complaint is justified, we will work towards an amicable solution in order to resolve the issue. We will always try to match our response to the nature of your complaint and your desired outcome where possible.
Some of the things we might do include:
It is very rare, however sometimes it will not be possible to resolve a complaint to satisfy all parties. In this case you can choose to escalate the matter to the Property Agents Board Tasmania. A complaints form can be found on the website www.propertyagentsboard.com.au.