Complaints Handling & Resolution Policy

We encourage concerns to be raised with your Podium Property Manager in the first instance, as they will often be able to resolve the issue quickly.

If the matter is not resolved, or you would prefer to make a formal complaint, you can:

• email hello@podiumpm.com.au
• submit a complaint through the Contact Us / Complaints section of our website
• contact your relevant Podium State Leader
• write to Podium Property Management at 431/24 Lonsdale st Braddon ACT 2612

Please provide your name and contact details, the property address where relevant, a brief description of your concern, any supporting information and what you believe would help resolve the matter.

There is no fee to make a complaint.

1. Listen and acknowledge
   We will treat complaints respectfully and without judgement. Formal complaints will be acknowledged as soon as practicable, generally within two business days.
2. Review
   The complaint will be reviewed by the appropriate Property Manager, State Leader or Podium representative. Where necessary, we may ask for additional information and review relevant correspondence, records or documentation.
3. Resolve
   Where possible, we aim to resolve complaints promptly and practically. More complex matters may require additional investigation or consultation with the owner, tenant, tradesperson, insurer or another relevant party.
4. Communicate
   We will keep the complainant informed of progress and provide an outcome or response once our review is complete. We aim to resolve formal complaints within 10 business days wherever reasonably possible. If more time is required, we will let you know.
5. Escalate
   If a complaint cannot be resolved by the Property Manager, it will be escalated to the relevant State Leader and, where appropriate, Podium’s senior management.

We always encourage concerns to be raised directly with Podium first so we have the opportunity to resolve them.

If a complaint cannot be resolved internally, the complainant may contact the relevant consumer affairs, fair trading, tenancy authority, tribunal or other dispute resolution body in the state or territory where the property is located.

Podium will cooperate with any lawful complaint, mediation, conciliation, tribunal or regulatory process.

Podium is not currently a member of a separate industry dispute resolution scheme. This does not limit a person’s right to access the relevant statutory consumer protection, tenancy or tribunal processes available in their state or territory.

Formal complaints and their outcomes will be recorded by Podium. Where a complaint identifies a recurring issue, service gap, compliance risk or opportunity for improvement, appropriate action will be taken.

Complaints will be handled confidentially and information will only be shared where reasonably necessary to investigate or resolve the matter, meet our legal obligations or protect the rights of the parties involved.

Our goal isn’t to avoid complaints – it’s to handle them well.

We will be respectful, responsive and solution-focused, and use feedback to continually improve the experience we provide to owners, tenants and everyone who works with Podium.