1. Knowledge Base
  2. Provide feedback to Yabonza

How do I provide feedback to Yabonza?

We want to improve our customer experience through your feedback.

Yabonza wants to make it easy for you to provide feedback about your customer experience.

 

Whether you are a Landlord, Tenant, or a Partner within the Yabonza community, we want to hear from you about both positive and negative experiences so we can keep learning and providing an even better customer experience.

 

You can provide feedback directly to Yabonza management, by completing our Feedback Form

 

Please complete all questions in the form. 

How customer feedback will be handled and what action will be taken?

 

A management team member will review the feedback.

Based on the type of feedback, we will respond accordingly. We will always try to match our response to the nature of your feedback and your desired outcome.

 

Positive Feedback

 

Nothing is more satisfying than providing a positive experience for our customers. When we receive Positive Feedback we will ensure to pass this on to the relevant team members and may ask you more about what we did right, so we can take learnings to our broader business.

 

Negative Feedback

 

While customer experience intentions are always good, we understand that there is always room for improvement.

If it is negative feedback, our management team member will work with you and the relevant Yabonza staff, to ensure that the issues you raise are fully examined and that your feedback is handled thoroughly. 

We will treat the process, and all the details of your feedback, in strict confidence. If we need to discuss any issues arising from your feedback with someone outside of Yabonza, we will obtain your consent first.

 

Please provide as many details as possible to help us address the issues. We may also seek to set up a call to discuss your concerns and try to find a satisfactory solution.

 

Some of the details we will include in our response to your feedback:

  • Steps taken to investigate the problem or issue you have raised

  • Additional information, so you can understand what happened

  • Next steps to solve the problem

  • In the case of not being able to deliver the desired outcome, we will provide a transparent and clear response explaining the Yabonza’s position

How long will it take to get a response to my feedback?

 

We will aim to address your feedback as soon as possible. The length of response will depend on the nature and complexity of the issues you have raised.

 

We will confirm receipt of the feedback within two business days. We will give you an estimate of how long it may take us to deal with the matter and we will aim to finalise the matter within five business days.

 

What happens if I am not satisfied with the outcome of my feedback?

 

If you are not satisfied with the outcome of the feedback process, you have the following State Government agencies which can provide further assistance:

Details are below:

NSW 

Office of Fair Trading by telephoning 13 32 20

QLD

Office of Fair Trading by telephoning 13 74 68

Western Australia
Commissioner for Consumer Protection by telephoning 1300 304 054

Tasmania

Consumer, Building and Occupational Services by telephoning 1300 654 499

Victoria
Consumer Affairs by telephoning 1300 73 70 30

Australian Capital Territory
Access Canberra by telephoning 13 22 81

South Australia
Consumer and Business Services by telephoning 131 882

Northern Territory
Consumer Affairs by telephoning 1800 019 319