Making a complaint

• We will acknowledge all complaints within 5 calendar days of the complaint initiation date*.
• We will investigate your concerns and send a response which details our proposed pathway to resolution within 10 calendar days of the complaint initiation date*. This should explain how we plan to resolve the issue, along with the next steps.
• We will send a full complaint assessment response by no later than 30 calendar days. If the complaint has been resolved, this will confirm what steps were taken.
• Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.

• In the very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint initiation date*, we will send a further response to provide information on what are the next steps. We will also keep you updated no less than every 30 days until the matter is resolved.
• We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to the Consumer Code for Housebuilders. 

* The complaints initiation date is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the complaints initiation date is the following Tuesday.  If a complaint is received on a Saturday, the complaints initiation date will be the following Monday (excluding public holidays and the period between Christmas and New Year).