COMPLAINTS AND DISPUTES POLICY
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How to make a complaint
Wintersun Properties aims to make it easy for you to bring any problems or complaints to our attention. You should first raise your issue by completing a Complaint Form. Please provide as much detail as possible about the nature of your complaint including the outcome you would like. If you need assistance in describing or making a complaint or if you would like to discuss your concerns informally first please feel free to contact us. How we will handle your complaint Our Complaints Officer will oversee the complaints process. This person is responsible for liaising with you to ensure that the issues you have raised are fully examined and that 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 of our organisation 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. How long will it take We will endeavour to resolve your complaint as soon as possible. However the length of time will depend on the nature and complexity of the issues you have raised. You will receive acknowledgment of receipt of the complaint from us within two business days. We will give you an estimate of how long it may take us to deal with the matter and we will endeavour to finalise the matter within five business days. |
What action will we take in response to your complaint
If we decide that your complaint is justified we will then decide what action we should take in response. We will always try to match our response to the nature of your complaint and your desired outcome but this may not always be possible. Some of the things we might do include
What if you are still unhappy Sometimes it will not be possible to resolve a complaint to everyone's satisfaction and you might want to escalate the matter. If you believe the owner/agent has breached your tenancy agreement, you can write a letter or use a Notice of breach of agreement by Lessor Form (23). The Department recommends you keep a copy of any letters or breach notices you send as you may need to provide details later in court. Form 23 is also available from the Department of Commerce or phone the Consumer Protection Advice Line 1300 30 40 54 for a copy. It is important to complete all details, including your name (as the tenant), the address of the property, the date the rental agreement was signed, and the nature of the breach. You can seek:
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