Complaints Handling & Dispute Resolution

Our commitment

Novora is committed to managing concerns promptly, fairly, and respectfully. We aim to resolve issues early and directly, with clear communication and practical outcomes.

Where a matter cannot be resolved informally, we follow a structured complaints process and, where relevant, the Queensland tenancy dispute resolution pathway through the Residential Tenancies Authority (RTA) and the Queensland Civil and Administrative Tribunal (QCAT).

Step 1: Raise the issue with us first

In most cases, issues are resolved quickly by speaking with your property manager.

Please contact us with:

the property address
a brief summary of the issue
any relevant dates, photos, invoices, or messages
the outcome you are seeking

If the matter is urgent, such as issues relating to safety, security, or essential services, we will prioritise it and provide updates as it progresses.

Step 2: Make a formal complaint

If the issue is not resolved, you may lodge a formal complaint for review by the business owner.

We recommend complaints be made in writing and include the key details outlined above.

Your complaint will be:

acknowledged promptly
assessed against the tenancy agreement, applicable legislation, and our internal records responded to in writing, with any actions and timeframes outlined

We will advise if further information is required to progress the matter.

Step 3: Escalation and review

Where appropriate, complaints are escalated for review by senior management. This ensures the matter is assessed independently and consistently, and that decisions align with our service standards and obligations.

Tenancy disputes (RTA and QCAT)

If a dispute relates to a residential tenancy matter and cannot be resolved directly, the Residential Tenancies Authority (RTA) provides a free and confidential dispute resolution service to help parties reach agreement without formal proceedings.

A party may request this service using the RTA Dispute Resolution Request (Form 16).

If a matter remains unresolved after RTA dispute resolution, it may be eligible to proceed to the Queensland Civil and Administrative Tribunal (QCAT). Certain urgent tenancy disputes may be brought directly to QCAT without first going through RTA dispute resolution.

Concerns about agent conduct

If your concern relates to the conduct of a licensed real estate agent, you may also contact the Queensland Office of Fair Trading (OFT) for guidance on the appropriate complaints process.

Fairness, privacy, and no disadvantage

We handle complaints confidentially and respectfully. Making a complaint will not result in unfair treatment of a tenant or landlord.

Appropriate records are kept so concerns can be assessed objectively and opportunities for improvement identified.

General information only

This information is general in nature and does not constitute legal advice. For independent guidance, you may wish to contact the RTA or seek legal advice relevant to your circumstances.