Complaints

Complaints should be lodged in accordance with the relevant building’s documented procedure.

COMPLAINTS PROCEDURE GUIDELINE

Each building is required under the Property Agents and Motor Dealers (Resident Letting Agency Practice Code of Conduct) Regulations 2001 to have in place a Complaints Procedure. While the procedure may vary between members, the following has been recommended to ARAMA members as the basis of a suitable procedure.

Should this process not be acceptable or suitable, alternative available steps are described in Section 38 (8) of the Property Agents and Motor Dealers (Resident Letting Agency Practice Code of Conduct) Regulations 2001, copies of which are available from the GoPrint or at www.legislation.qld.gov.au.

  1. The resident manager has successfully completed the requirements set down in the Property Agents and Motor Dealers Act 2000 by the Office of Fair Trading. The manager holds a resident letting agent licence under that Act.

  2. Most complaints and concerns can be resolved verbally with the manager. Please advise the manager that you wish to discuss a problem and the manager will arrange a suitable time to meet with you.

  3. If the matter is not satisfactorily resolved in discussion, you may advise the manager that you are not satisfied. You should then provide written details of your complaint to the manager who will provide a written response within seven days of receiving your written complaint.

  4. Most likely, the matter will have been resolved by this process. If financial restitution is involved, the restitution will be made within seven days of your acceptance of the resolution.

  5. If the manager rejects the complaint, the manager must give reasons for the rejection in the written response.

  6. Should you wish to pursue an unresolved problem further, you may use ARAMA’s industry dispute resolution process. Participation in an industry dispute resolution scheme is voluntary. Provide written details to:

ARAMA Queensland Inc.
PO Box 2477
Fortitude Valley BC Qld 4006

Should this process not be acceptable or suitable, alternative available steps are described in Section 38 (8) of the Property Agents and Motor Dealers (Resident Letting Agency Practice Code of Conduct) Regulations 2001, copies of which are available from the GoPrint or at www.legislation.qld.gov.au.