Complaints Policy 

Complaints & Dispute Resolution Policy

Our Commitment

@home Property Management is committed to providing professional, respectful and transparent services to all clients, tenants and stakeholders. We recognise that from time to time concerns or complaints may arise, and we view feedback as an opportunity to improve our services.

This policy outlines how complaints are received, assessed and managed to ensure they are handled fairly, promptly and consistently.

What is a Complaint?

A complaint is an expression of dissatisfaction about:

1. Our service delivery or conduct
2. The actions or decisions of our team
3. The management of a tenancy or property

This policy does not apply to:

1. Routine service requests or maintenance issues
2. Matters already determined by a court or tribunal
3. Matters where legal proceedings have commenced

How to Lodge a Complaint

Complaints should be submitted in writing to ensure clarity and an accurate record.

Please include:

• Your full name and contact details
• The property address (if applicable)
• A clear description of the issue
• Relevant dates, correspondence or supporting documents
• The outcome you are seeking

Email: michelle@homepm.com.au

Subject line: Complaint – [Property Address / Reference]

Our Complaints Handling Process

Step 1: Acknowledgement

We will acknowledge receipt of your complaint within 3 business days.

Step 2: Review and Assessment

Your complaint will be reviewed by a senior team member or director who has not been directly involved where possible.

We may contact you to clarify information or request further details.

Step 3: Outcome

A written response will be provided within 10 business days, unless the matter is complex or requires external advice.

If additional time is required, you will be informed of the reasons and expected timeframe.

Possible Outcomes

Outcomes may include:

Explanation or clarification of actions taken

Apology where appropriate

Correction of an error or process improvement

Confirmation of our position where no further action is warranted

Please note that while we consider all complaints carefully, we may not always be able to provide the outcome requested.

Escalation Options

If you are not satisfied with our response, you may escalate the matter externally to the relevant authority, including:

Office of Consumer Affairs and Fair Trading (Tasmania)

Residential Tenancy Commissioner (Tasmania) (for tenancy-related matters)

Property Agents Board (for complaints in relation to agent conduct)

Contact details for these organisations are available on their respective websites.

Vexatious or Unreasonable Complaints

@home Property Management reserves the right to limit or cease correspondence where complaints are:

• Repetitive and raise no new issues
• Unreasonable, abusive or threatening
• Continued after the matter has been reasonably addressed and closed

Confidentiality

All complaints are handled confidentially and in accordance with privacy legislation. Information will only be shared where necessary to properly assess and respond to the complaint.

Policy Review

This policy is reviewed periodically to ensure it remains fair, compliant and aligned with industry best practice.

Last reviewed: November 2025