Dispute Resolution

Last updated: January 2026

At Venko Property, we are committed to providing exceptional service. However, we recognize that disagreements or concerns may occasionally arise. This Dispute Resolution process outlines how we handle complaints and resolve disputes fairly and transparently.

1. Our Commitment

We are committed to:

  • Listening to your concerns with an open mind
  • Responding promptly and professionally
  • Investigating complaints thoroughly
  • Taking corrective action where appropriate
  • Communicating clearly throughout the process
  • Learning from feedback to improve our services

2. Types of Complaints

Common complaints we may receive include:

  • Communication issues (delays, lack of response)
  • Maintenance coordination concerns
  • Financial reporting or payment issues
  • Tenant placement or vetting disputes
  • Inspection quality or frequency concerns
  • Fee disputes
  • Service quality issues

3. Internal Complaint Process

Step 1: Contact Us Directly

If you have a concern or complaint, please contact us first:

  • Email: hello [at] venkoproperty.co.nz
  • Phone: [See Contact Page]
  • Subject line: “Complaint” or “Dispute”

Please provide:

  • Your name and property address
  • A clear description of the issue
  • Any relevant dates, documentation, or evidence
  • What outcome you are seeking

Step 2: Acknowledgment

We will acknowledge your complaint within 2 working days and provide:

  • Confirmation that we received your complaint
  • A reference number for tracking
  • The name of the person handling your complaint
  • An estimated timeframe for resolution (usually 10 working days for straightforward matters)

Step 3: Investigation

We will investigate your complaint by:

  • Reviewing relevant documentation (communications, reports, financial records)
  • Speaking with any staff involved
  • Gathering additional information if needed
  • Assessing whether our service met the standards outlined in our Terms of Engagement

Step 4: Response

Within 10 working days (or the timeframe communicated), we will provide a written response that includes:

  • A summary of the complaint
  • Our findings from the investigation
  • An explanation of our position
  • Any corrective action we will take
  • Proposed resolution

For complex complaints requiring more time, we will update you on progress every 5 working days.

Step 5: Resolution

If you accept our proposed resolution:

  • We will implement the agreed solution
  • We will follow up to ensure the issue is resolved
  • We will update our systems or processes if needed to prevent recurrence

If you do not accept our proposed resolution, proceed to Step 6.

Step 6: Escalation to Director

If you are not satisfied with our initial response, you may request escalation to the Director:

  • Email: [See specific contact details]
  • Subject line: “Escalated Complaint – [Reference Number]”

The Director will:

  • Review the original complaint and our response
  • Conduct an independent assessment
  • Speak with you directly if appropriate
  • Provide a final internal decision within 10 working days

4. External Dispute Resolution

If you remain dissatisfied after exhausting our internal process, you have the following external options:

4.1 Tenancy Tribunal (for tenancy-related disputes)

If the dispute relates to a tenancy matter (bond, rent, property damage), either party may apply to the Tenancy Tribunal:

Tenancy Services
Website: www.tenancy.govt.nz
Phone: 0800 836 262

The Tribunal provides binding decisions on tenancy disputes.

4.2 Disputes Tribunal (for financial disputes under $30,000)

For financial disputes not related to tenancies (e.g., fee disputes), you may apply to the Disputes Tribunal:

Disputes Tribunal
Website: www.disputestribunal.govt.nz
Phone: 0800 268 787

The Disputes Tribunal provides informal, binding resolutions for claims under $30,000 (or $20,000 if both parties don’t agree to the higher limit).

4.3 Commerce Commission (for breaches of consumer law)

If you believe we have breached the Fair Trading Act or other consumer protection laws:

Commerce Commission
Website: www.comcom.govt.nz
Phone: 0800 943 600

4.4 Privacy Commissioner (for privacy concerns)

If your complaint relates to privacy or data protection:

Office of the Privacy Commissioner
Website: www.privacy.org.nz
Phone: 0800 803 909
Email:

4.5 Mediation (voluntary)

Before proceeding to tribunal or court, both parties may agree to independent mediation. Mediation costs are typically shared equally.

We are willing to participate in mediation for disputes that cannot be resolved through our internal process.

5. Complaint Handling Principles

Throughout the complaint process, we will:

  • Treat you with respect and professionalism
  • Act impartially and investigate thoroughly
  • Keep your complaint confidential (shared only with those involved in resolution)
  • Not penalize you for making a complaint
  • Continue providing normal services during the complaint process
  • Document all steps taken and outcomes

6. Timeframes Summary

  • Acknowledgment of complaint: 2 working days
  • Initial investigation and response: 10 working days
  • Director review (if escalated): 10 working days
  • Updates on complex complaints: Every 5 working days

If we cannot meet these timeframes, we will notify you and provide a revised timeframe.

7. Continuous Improvement

We review all complaints to identify opportunities for improvement. Feedback helps us:

  • Improve our processes and systems
  • Train our team more effectively
  • Enhance communication with clients
  • Prevent similar issues in the future

Quarterly, we analyze complaint trends and implement systemic improvements where needed.

8. What We Need From You

To help us resolve your complaint effectively, please:

  • Contact us as soon as an issue arises (early communication prevents escalation)
  • Provide clear, specific information about the problem
  • Include relevant documentation or evidence
  • Communicate respectfully with our team
  • Give us a reasonable opportunity to investigate and respond
  • Be clear about what outcome you’re seeking

9. What You Can Expect From Us

When you raise a complaint, you can expect:

  • A timely response and acknowledgment
  • A thorough, fair investigation
  • Clear communication throughout the process
  • A written explanation of our findings and proposed resolution
  • Respect and professionalism at all times
  • Corrective action where we have fallen short
  • No retaliation or penalty for making a complaint

10. Record Keeping

We maintain confidential records of all complaints for:

  • Internal quality improvement
  • Compliance with regulatory requirements
  • Reference in case of future related issues

Complaint records are kept separately from your property management file and are not shared externally except where required by law or with your consent.

11. Contact Information

To make a complaint or for questions about this process:

Venko Property
Email: hello [at] venkoproperty.co.nz
Phone: [Your phone number]
Address: [Your business address]

We value your feedback and are committed to resolving any concerns fairly and promptly.

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