Complaints Policy
We’re focused on client outcomes; your success is our success. We are committed to delivering a low effort client experience, every time you use our product and service
If you are not satisfied or you do have immediate concerns, please reach out our Client Experience Team on 1300 871 251 and we will work with you every step of the way to achieve a better outcome.
- Property Lovers Complaints Process, What Steps to take and response time.
- And if you’re not satisfied with the outcome or our response time, the steps to take.
How to make a complaint?
Our complaint process
Your options
More information
We will:
- Strive for a timely resolution of your concerns
- Carefully review any information you provide
- Communicate with you in English, and in a clear and respectful way
- Provide regular updates during the investigation process, including when to expect a response or resolution
- Our complaint process is completely free and won’t cost you anything
The Process includes the following steps:
Online
If you would like to submit an online complaint, click here to submit your form and we’ll communicate and respond via email.Phone
If you would like to talk directly with us, please call one of our Client Experience Specialist between 9:00 – 5:00pm Monday – Friday AEST. If you can’t resolve your query at that time, we will escalate your complaints to our complaints team. Property Lovers Client Experience Team: 1300 871 251Our complaint process
Confirm receipt of your complaint and give you a complaint reference number within 24 hours approx.
Aim to resolve complaints within 14 days.
Note: shorter timeframes apply for complaints about financial hardship and debt collections, which we aim to resolve within 7 days.
In certain situations where we need more time to investigate your concerns, we’ll provide you an explanation and the expected date of our response. We’ll continue to provide you with updates and provide you contact details for an external dispute resolution service.
If you are not satisfied with our response or process to your complaint, you can contact the below government bodies in the state you reside in.
These are free external dispute resolution services, independent from Property Lovers and/or relative parties.
New South Wales
NSW Fair Trading can be contacted using the details below:
Website: https://www.fairtrading.nsw.gov.au/
Phone: 9895 0111
Mail: NSW Fair Trading
PO Box 972
Parramatta 2124
Queensland
QLD Fair Trading can be contacted using the details below:
Website: https://www.justice.qld.gov.au/about-us/services/fair-trading
Phone: 13 74 68
Email: mailbox@jusitice.qld.gov.au
Mail: QLD Fair Trading
GPO Box 149
BRISBANE QLD 4001
Victoria
VIC Consumer Affairs can be contacted using the details below:
Website: https://www.consumer.vic.gov.au/
Phone: 1300 55 81 81
Mail: VIC Fair Trading
Consumer Affairs Victoria
GPO Box 4567
Melbourne VIC 3001
South Australia
SA Ombudsman can be contacted using the details below:
Website: https://www.ombudsman.sa.gov.au/
Phone: (08) 8226 8699
Mail: SA Ombudsman
PO Box 3651
RUNDLE MALL SA 5000
Australian Capital Territory
ACT Fair Trading can be contacted using the details below:
Website: https://www.accesscanberra.act.gov.au/s/fair-trading-portal
Phone: 13 22 81
Mail: ACT Fair Trading
PO BOX 158
Canberra City ACT 2601
Tasmania
TAS CBOS can be contacted using the details below:
Website: https://www.cbos.tas.gov.au/home
Phone: 1300 654 499
Mail: Consumer, Building and Occupational Services
PO BOX 56
Rosny Park TAS 7018
Northern Territory
NT Consumer Affairs can be contacted using the details below:
Website: https://consumeraffairs.nt.gov.au/contact-us
Phone: 1800 019 319
Mail: Consumer Affairs – Darwin
1st Floor, The Met Building, 13 Scaturchio St, Casuarina NT 0810
PO Box 40946, CASUARINA NT 0811
Consumer Affairs – Alice Springs
Ground floor, Green Well Building, 50 Bath Street, Alice Springs NT 0870
PO Box 1745, ALICE SPRINGS NT 0871
Western Australia
WA Consumer Protection can be contacted using the details below:
Website: https://www.commerce.wa.gov.au/consumer-protection/
Phone: 1300 304 054
Email:consumer@dmirs.wa.gov.au
