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Dispute Resolution Policy

Releaseit Pty Ltd ACN 647 154 096 (Releaseit) considers the resolution of complaints and disputes as vitally important in the smooth operation of the services offered on www.releaseit.com.au, www.releaseit.com or any of Releaseit’s associated applications (collectively, the Site).

Releaseit follows the fundamental principles of honesty and fairness at all times and it is these fundamental principles that will be the basis upon which Releaseit reviews, assess and responds to complaints and disputes. 

The purpose of this policy is to simplify the process for both:

  • disputes between P2P Owners and P2P Seekers on the Site; and
  • complaints lodged against Releaseit.

Disputes between P2P Owners and P2P Seekers

We appreciate that from time to time, there will be disputes between P2P Owners and P2P Seekers that are unable to be resolved between the parties. This may include:

  • disputes about leasing arrangements entered into between P2P Owners and P2P Seekers;
  • disputes about faults, damages and loss relating to goods leased through the Site;
  • disputes about the late delivery or return of a good;
  • disputes about fines, infringement notices and other penalties incurred in connection with a leasing arrangement; and
  • disputes about cancellations.

How to lodge a dispute

P2P Owners and P2P Seekers may lodge disputes by submitting the relevant information required here.

Dealing with disputes between P2P Owners and P2P Seekers

Acknowledging the dispute

We aim to acknowledge receipt of your dispute within 24 hours (or one business day) of receiving it, or as soon as practicable.  We may acknowledge the dispute verbally or in writing.  When working out how we will communicate with you, we will take into account the method you used to contact us and any preferences you may have expressed about communication methods.

Assessing disputes

Your dispute with a P2P Owner/ Seeker will be reviewed carefully and promptly upon receipt. 

We might be able to resolve your dispute right away. If not, we will commence the process of collecting all of the relevant information to assess the dispute. This will specifically include:

  • obtaining information and evidence from the P2P Owner/Seeker associated with the dispute to ensure that we have a full understanding of the circumstances that lead  to the dispute; 
  • obtaining additional information from you (if required); 
  • providing both you and the P2P Owner/ Seeker with an approximate timeframe for resolving the dispute (though this will often depend on how quickly you both provide the information requested); and
  • working with you and the P2P Owner/ Seeker to reach a fair resolution to the dispute 

Providing our decision

Once we have assessed all of the information associated with the dispute, Releaseit will then make a decision on how the dispute will be resolved and will provide a written decision if requested by the parties. 

What if you or the P2P Owner/ Seeker not satisfied with our final decision

If you or the P2P Owner/ Seeker are unsatisfied with the resolution/ decision made by Releaseit, then: 

  • Releaseit will refer you both for mediation of the dispute in an external forum; 
  • Releaseit will cease any involvement in the dispute thereafter; and
  • you and the P2P Owner/ Seeker agree to both subject yourselves to said mediation and to act in good faith to resolve the dispute.

Alternatively, if your dispute relates to a short-term rental accommodation in relation to a property that is located in New South Wales, you may lodge a NSW Fair Trading complaint about a P2P Owner, P2P Seeker or Good (in this case, the rental accommodation) by clicking here and following the steps for a ‘Short Term Rental Accommodation’ complaint. 


 

Complaints lodged against Releaseit

We pride ourselves on offering excellent service. However, a situation may arise where you are unsatisfied with the service you have received or you have an issue that you would like us to address. In these circumstances we invite you to contact our Customer Resolutions Team to discuss your concerns.

Releaseit will attempt to resolve your complaint at the first point of contact through our Internal Dispute Resolution processes. Our Customer Resolutions Team may be contacted by any of the following methods:

By Phone

Call 1800 945 299 to speak to one of our friendly and helpful Customer Resolutions Officers.

By Mail

Customer Resolutions Team

Releaseit Pty Ltd

Office 57, A1/35–39 Bourke Road

Alexandria NSW 2015

By Email

Email us at customerservice@releaseit.com.au 

Dealing with complaints against Releaseit

Acknowledging complaints

We aim to acknowledge receipt of your complaint within 5 business days of receiving it, or as soon as practicable.  We may acknowledge your complaint verbally or in writing.  When working out how we will communicate with you, we will take into account the method you used to contact us and any preferences you may have expressed about communication methods.

Assessing complaints

Your complaint will be promptly reviewed and assessed carefully upon receipt. We will explore resolution options as a matter of priority.

Providing a response

Once our investigation has completed, we will provide you with our ‘Internal Dispute Resolution (IDR) response’.  An ‘IDR response’ is a written communication to you, informing you of the final outcome of your complaint (either confirmation of our actions to fully resolve your complaint or reasons for rejection or partial rejection of your complaint) and your right to take the complaint to a separate regulatory authority. 

If we reject or partially reject the complaint, then our IDR response will clearly set out the reasons for the decision.

However, please be aware that we will not provide you with an IDR response if we close the complaint by the end of the 10th business day after receipt and we have:

  • resolved the complaint to your satisfaction; or 
  • given you an explanation and/or apology when we can take no further action to reasonably address the complaint.

Of course, we will still provide you with an IDR response even where the complaint is closed by the end of the fifth business day, if you have requested a written response.

Maximum Timeframe for an ‘IDR Response’

We will generally provide you with an IDR response within 30 days after receiving the complaint. 

If you’re not satisfied with our final decision

If you are not satisfied with our final decision or you feel that your complaint remains unresolved, we recommend you seek independent legal advice before taking any further steps.

Changes to this policy

We may change this policy from time to time or as the need arises, though these changes will only apply from the date that they are published – this means that the version of this policy that applies to a particular complaint or dispute is the version of the policy that was current at the time the complaint/ dispute was lodged.

We will post any changes to this policy on our website.

This policy was last updated on 1 October 2021.