Information for Tenants

WE TAKE COMPLAINTS SERIOUSLY

4walls has formal policies and procedures for dealing with complaints by all people who have business with the company - applicants, tenants, lessors, contractors, other services. 

Strict protocol is followed on receipt of a formal complaint to ensure we adhere to these policies and procedures.

Your complaint will be acknowledged within 3 working days and we will investigate and conclude the investigation, with a response to you, within 14 days, unless an extension of time is negotiated.

Tenants will not be penalised for making a complaint or appealing a decision and will continue to receive respectful service from 4walls staff.

If you would like a copy of the policy and procedures they are available at our office or we will mail you one on request or you can download and print them off from the links below.

 

We welcome complaints - it gives us the opportunity to improve our business.

What is a complaint?

A written formal concern about any aspect of the organisation's work or conduct.

A complaint can be made about:

  • the conduct or behaviour of an employee,
  • any service provided by 4walls;
  • any action, or lack of action, undertaken by 4walls;
  • policy, procedure or organisational practice.

 

What can you do if you have a complaint?

  • Firstly, try and talk to the person concerned about your complaint;
  • If that is not satisfactory, ask to speak to that person’s supervisor;
  • Put your complaint in writing to the organisation.  If you have difficulty expressing the issue in writing 4walls will make reasonable efforts to refer you for independent assistance.
  • Any person who is not satisfied with the outcome of their complaint may seek to have the matter referred for mediation through the Dispute Resolution Centre.

 

If your complaint is tenancy related you may like to call the following services for support and advice:

Any TAAS service - Tenancy Advice and Advocacy Service.  Listed in the White Pages under “Tenancy”

Residential Tenancies Authority,
Phone: 1300 366 311
Web:   www.rta.qld.gov.au

Disputes Resolution Centre
Level 1,
Brisbane Magistrates Court,
363 George Street,
Brisbane
Phone: 3239 6269