Complaints Policy - Centrepay

Centrepay complaints policy for Jurds Real Estate Property Management Pty Ltd

10 Allandale Road, Cessnock
www.jurds.com.au
rentals@jurds.com.au
Phone 02 4991 4000

About this policy
This complaint policy outlines how Jurds Real Estate Property Management will manage and handle feedback and complaints from Centrepay customers.

Accessing this policy
Our complaints policy can be accessed:

  • on our website jurds.com.au
  • on display in our office or at outlets
  • when you sign any forms with us to use Centrepay

We will also provide a copy of our policy within 5 business days upon request.

How a customer can make a complaint
You can make a complaint using any of these:

  • phone: 02 4991 4000
  • email: properties@jurds.com.au
  • in person at or in writing to our place of business: 10 Allandale Road, Cessnock
  • online: jurds.com.au

When you make a complaint, the following details will help us investigate and resolve the complaint:

  • the date or dates when the issue happened
  • your name and contact details
  • any supporting documents or information. For example, your account or reference number
  • details of the issue or concern, including amounts, location, staff you spoke to or when you contacted for help

You may choose to have an authorised third-party make a complaint on your behalf. This could include a financial counsellor, community lawyer, or a trusted friend or family member. We will accept established third party authority forms in these instances. In the absence of a form, we may seek confirmation from you that the person is authorised to act on your behalf.

How we’ll manage a customer complaint
What customers can expect from us when making a complaint.

Jurds Real Estate Property Management will:

  • respond in writing or verbally, if a written response isn’t possible
  • aim to resolve the complaint within 20 business days
  • review the complaint fairly and impartially, without discrimination or detriment
  • handle all complaints confidentially, and in accordance with privacy obligations
  • escalate serious or complex complaints to senior management

We will keep customers informed of progress as we investigate and resolve complaints. All correspondence will be documented.

How we’ll manage an unresolved customer complaint
When a customer complaint is serious, repeated or remains unresolved, we will refer the complaint in writing to Services Australia within 5 business days.

We may also refer the matter to a relevant ombudsman or consumer protection agency, where required.

These services can be contacted at any time about the outcome.

Services Australia can be contacted using any of the following:

  • by calling the feedback and complaints service on 1800 132 468
  • online via the Services Australia website or by using your Centrelink online account
  • in writing to the following address:

Centrelink and Medicare, Services Australia Complaints and Feedback
Reply Paid 7800
Canberra BC ACT 2610

  • in person at a Centrelink service centre.

If your complaint is related to other services, you can contact:

  • NSW Fair Trading
    Phone: 133 220
    In writing to: PO Box 972, Parramatta NSW 2124

Record keeping
Our recording keeping practices are: Jurds Real Estate Property Management maintains complaint records relating to Centrepay securely for a minimum of 7 years in accordance with privacy obligations. Information retained may include, but not limited to:

  • details of complainant
  • details of the complaint
  • actions taken
  • the outcome of the complaint
  • any referral or reports to relevant regulatory authorities, including information about dispute resolution schemes