Alora Holiday Homes

Complaints Policy

Introduction

The Three Amigos Project Pty Ltd trading as Alora Holiday Homes is committed to providing high-quality services to our clients. We understand that from time to time, things may not go as planned, and our clients may wish to make a complaint. This policy outlines our process for managing complaints and resolving any issues that may arise.

Types of Complaints

We encourage clients to bring to our attention any concerns or complaints they may have about our services. Complaints may relate to a range of issues, including:

The quality of our services;
Our communication with clients;
Our fees and charges; and
Any other issues related to our services.

Making a Complaint

Clients may make a complaint by contacting us in writing, via email, letter, or our website. We may also accept verbal complaints, but we encourage clients to provide their complaints in writing to ensure we have a clear understanding of the issue and can respond accordingly.

Handling Complaints

Once we receive a complaint, we will:

Acknowledge receipt of the complaint within 2 business days;
Investigate the complaint and seek any necessary information or clarification from the client or other parties involved;
Respond to the complaint in writing within 14 business days, providing an explanation of our findings and any actions we propose to take to resolve the issue;
Provide updates to the client during the investigation and resolution process; and
Maintain records of the complaint and our response.

Escalating Complaints

If a client is not satisfied with our response to their complaint, they may escalate the matter by:

Requesting a review by a senior staff member not previously involved in the matter; or
Referring the matter to an external dispute resolution scheme, such as the Queensland Civil and Administrative Tribunal (QCAT) or the Real Estate Institute of Queensland (REIQ).

Confidentiality and Privacy

We respect our clients’ privacy and will keep all complaints confidential. We will only disclose information about a complaint to third parties where necessary to investigate and resolve the issue or where required by law.

Continuous Improvement

We are committed to using feedback from complaints to improve our services and prevent similar issues from arising in the future. We will regularly review our complaints handling process to ensure it remains effective and efficient.

Contact Us

If you have any questions or concerns about our complaints policy, or wish to make a complaint, please contact us:

Alora Holiday Homes
(P) 0499 812 215
(E) admin@alora.au