Complaints Handling Policy

1. Our approach

We welcome feedback and take complaints seriously. You will not be disadvantaged for making a complaint in good faith. We aim to handle concerns fairly, respectfully, confidentially and without unnecessary delay.

2. How to complain

You can contact us by email, phone or post using the details below. Please include your name and contact details, the property or service involved, what happened, relevant dates and documents, and the outcome you are seeking. Tell us if you need communication assistance or an accessible format.

3. What we will do

We will acknowledge your complaint promptly, identify the person responsible for reviewing it, assess the issues impartially, request further information if needed and keep you informed about material progress. We will explain our response and any action proposed. Complex matters may take longer, and we will advise you if that occurs.

4. Privacy and records

Complaint information will be shared only with people who need it to review or resolve the matter, or where disclosure is authorised or required by law. We keep appropriate records to support accountability and service improvement.

5. If you remain dissatisfied

You may ask for an internal review by a more senior person who was not responsible for the original decision where practicable. Depending on the issue, external options may include NSW Fair Trading, the NSW Civil and Administrative Tribunal, the Office of the Australian Information Commissioner for eligible privacy complaints, or independent legal advice.

Using our internal process does not remove any right you may have to contact a regulator or seek another remedy.