If you have a complaint about your contract or your dealings with us, you should contact us to see if your complaint can be resolved simply and quickly.
How do I lodge a complaint?
You can provide us with details of your complaint in any of the following ways:
- By telephone: 1300 999 599
- By Fax: (02) 9475 0995
- By email: info@rentandkeepit.com.au
- By letter to: Customer Feedback
Rent & Keep It Pty Ltd
Suite 560/41, 464-480 Kent St
Sydney, NSW, 2000
Initial Resolution
We will endeavour to resolve your complaint by the end of the business day after the complaint is received.
What happens if my complaint is not resolved?
If your complaint is not resolved by the end of the business day after it is received then the complaint will be referred to the Rent & Keep It Pty Ltd Disputes Manager for review.
When will I receive the details of the outcome of my complaint?
Complaints will be addressed within 14 days of receipt by Rent & Keep It Pty Ltd or where the complaint involves a default notice within 7 days.
We will notify you in writing both at the time the complaint is referred and once a determination of the complaint has been made. Where either financial or non-financial redress is offered shall be disclosed in the determination letter.
Rent & Keep It Pty Ltd aims to settle all complaints fairly and promptly. Should your complaint could not be resolved in your favour, you will be provided with details of the basis upon which Rent & Keep It Pty Ltd came to its decision and your rights regarding the decision.
What if I am not happy with the decision?
If your complaint has gone through the Rent & Keep It Pty Ltd complaint procedure and has not been resolved to your satisfaction you have the right to take your complaint to an External Dispute Resolution (EDR) Scheme.
Rent & Keep It Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA), they are independent EDR Schemes approved by the Australian Securities and Investments Commission.
Your complaint must be lodged with AFCA within three (3) months of our decision.
AFCA can be contacted by:
- Telephone on 1800 931 678 (9.00am – 5.00pm, Monday to Friday, Sydney time);
- By email to info@afca.org.au; or
- By submitting your complaint online at www.afca.org.au
