Yelle Property

Complaints Policy

The Complaints Policy outlines the process for making a complaint and our procedures for handling your complaint.

The policy outlines, how to make a complaint, how we will handle your complaint, and what to do if you are not satisfied with our response.

We acknowledge the importance of an efficient and effective complaint handling process and adopt a customer-focused approach. You can make a complaint to us through telephone, email or writing and should provide details of the issue, how you wish to be contacted, and what you hope to achieve by making the complaint.

If you need help making a complaint, we can provide an interpreter or help with completing forms.

Once we receive your complaint, we will acknowledge it and try to resolve it as soon as possible. If it cannot be resolved immediately, we may need time to investigate the issue and may ask for additional information.

Within 30 calendar days (for standard complaints), 45 calendar days (for complicated financial matters), we will provide a written response to your complaint. Our response will explain our decision and your right to escalate the complaint to the Australian Financial Complaints Authority (AFCA) if you are not satisfied with our response.

If we are unable to provide a response within the specified time, we will explain the reason for the delay and inform you of your right to escalate the complaint to AFCA. If you are not satisfied with our response to your complaint, you can escalate the complaint to AFCA, a free and independent dispute resolution service for financial complaints.

You can contact AFCA using the following details:
Phone: 1800 931 678 (or +61 1800 931 678 if calling from overseas)
Mail: GPO Box 3, Melbourne, VIC, 3001