Note: A complaint is not the same as a repair request. Repair requests can be emailed by clicking here, or phoned through where the matter is an emergency.

Should any of the clients or customers of TwentyToOne ever have cause to complain about the service provided, they are invited to forward details of their complaint in writing via our Contact Page, or in writing to the address listed.

A written response will be sent back within seven days of receipt of the written complaint.

• Should a complaint be accepted in a written response, steps will be taken to immediately rectify the matter
• Should more time be required to investigate a complaint, the written response will offer an explanation as to why
• Should a complaint be rejected in a written response, the complainant is entitled to pursue the matter further through mediation or by seeking legal remedy. The following offers more detail on where your complaint might be appropriately directed, and website addresses for all relevant authorities and entities are provided on the links page.

Any tenants who have complaints relating to matters under the Residential Tenancies Act can forward a Form 16 Dispute Resolution Request to the Residential Tenancies Authority to request mediation, or possibly proceed to the Small Claims Tribunal.

Breaches of the Residential Tenancies Act can be reported to the Legal Investigations section of the Residential Tenancies Authority.

The Tenants Advisory Service and/or Tenant’s Union Qld can also further assist you with information regarding your rights and available legal remedies.

For any complaints that relate to breaches of the Property Agents and Motor Dealers Act, and that have not been dealt with to your satisfaction, further enquiries can be made with the Office of Fair Trading. Mediation could be obtained through the Qld Department of Justice.

Alternatively, you could contact your own legal advisor for advice on whether a civil action could potentially be pursued.

In some instances, there are time restrictions on how long after an event a complaint can be pursued through available legal channels.

I certainly hope this is information you never have cause to need.