Complaints Handling Process

1. Introduction

US Market, operated by Affordable Housing Pty Ltd (ABN 20 096 407 260), is committed to providing high-quality services and addressing customer concerns efficiently and fairly. This Complaints Handling Process outlines how we manage complaints from our subscribers and website users. By using our services, you agree to this process.


2. Lodging a Complaint

If you are dissatisfied with any aspect of our service, you may lodge a complaint through the following channels:

  • Email: Send your complaint to us via email.
  • Online Form: Complete the complaint form available on our website.


To help us resolve your complaint quickly, please include:

  • Your full name and contact details.
  • A description of the issue and relevant supporting information.
  • The outcome you are seeking.


3. Acknowledgment of Complaint

Once we receive your complaint, we will:

  • Acknowledge receipt as soon as possible within standard business hours.
  • Inform you of the expected time frame for resolution.


4. Complaint Resolution Process

We aim to resolve complaints promptly. Our process includes:

  • Investigation: We will assess the details of your complaint and may request further information if necessary.
  • Response: We will provide an initial response as soon as possible, outlining the steps taken and any potential resolution.
  • Final Decision: A final decision will be communicated within 30 days, including any corrective actions or reasons if the complaint cannot be resolved.


5. Escalation of Complaints

If you are not satisfied with the outcome, you may escalate your complaint to an external dispute resolution body:

  • Australian Financial Complaints Authority (AFCA): If your complaint relates to financial services, you can contact AFCA at www.afca.org.au or call 1800 931 678.
  • Australian Securities and Investments Commission (ASIC): For regulatory concerns, visit www.asic.gov.au.


6. Confidentiality and Record-Keeping

All complaints are handled confidentially, and records are maintained securely to monitor trends and improve our services.


7. Contact Us

For further inquiries regarding our Complaints Handling Process, please contact us.