We listen. We review. We respond.

What can you raise?

You can contact us if you believe there is an issue with any aspect of the consultancy or project coordination service agreed with you.

This may include concerns about:

• the agreed scope of a consultancy service;
• the information or documents we have reviewed;
• the clarity of a written summary, review or action plan;
• communication relating to an agreed service;
• the expected delivery of an agreed consultancy output;
• administrative handling of project information; or
• another aspect of our service that you believe requires review.

Matters outside our direct service

ORSA HOME LTD provides consultancy, planning and project coordination support. We do not provide physical construction, installation or specialist building work.

Where a project involves an independent contractor or other specialist professional, that party remains responsible for the work they have been engaged to carry out.

A complaint about the workmanship, conduct, pricing, certification or technical decisions of an independent contractor should normally be raised directly with the relevant contractor or professional.

How to make a complaint

Complaints should preferably be submitted in writing so that we have an accurate record of the concern and the information needed to review it.

Please include, where relevant:

• your full name and contact details;
• the property or project involved;
• the service concerned;
• the date or period when the issue occurred;
• a clear description of the concern;
• any relevant documents or correspondence; and
• the outcome you would like us to consider.

Complaints can be sent to: orsahomeservices@hotmail.com

What happens after a complaint?

We use a straightforward review process designed to establish what was agreed, what information was available and what happened during delivery.

If a complaint requires additional information or a more detailed review, we will explain this and provide an updated expected response timeframe.

What we consider

Depending on the nature of the complaint, our review may consider:

• the service originally requested;
• the scope and requirements agreed with the client;
• information supplied to us;
• documents or quotations made available for review;
• communications between the parties;
• the agreed or stated delivery timeframe;
• the output or information supplied by ORSA HOME LTD; and
• any relevant circumstances affecting the service.

We will consider the information available at the time rather than assuming responsibility for matters outside the agreed scope of our service.

Our response

Following our review, we will explain our findings and, where appropriate, identify any practical action that can be taken in relation to our service.

Depending on the circumstances, this may include clarification of information, correction of an administrative error, further explanation of an agreed deliverable, or another appropriate service response.

Any remedy or adjustment will be considered in accordance with the applicable agreement, the nature of the service and applicable legal requirements.

Providing documents

Where a complaint relates to a quotation review, project action plan, material or finish review, coordination record or another document-based service, we may need to review the relevant information before responding.

Please provide documents that are directly relevant to the complaint and avoid sending unnecessary personal information.

If additional information is required, we may contact you before completing the review.

Complaints involving other professionals

Residential improvement projects can involve builders, tradespeople, installers, designers, engineers, surveyors and other independent professionals.

ORSA HOME LTD does not control the work carried out by those independent parties.

Where our service included coordination or communication support, we can review the part of the coordination service that we provided. This does not transfer responsibility for the third party’s own work to ORSA HOME LTD.

If you remain dissatisfied

If you remain dissatisfied after receiving our response, please explain the specific aspect of the response that you would like us to reconsider.

We will review the additional information provided and, where appropriate, reconsider the matter.

This internal review process does not remove or limit any statutory rights or other remedies that may apply to the circumstances.

Personal information in complaints

Information supplied as part of a complaint will be handled for the purpose of reviewing, responding to and managing the complaint.

Personal information will be handled in accordance with our Privacy Policy and applicable data protection requirements.

We may retain complaint-related correspondence and supporting records for an appropriate period where necessary for administration, record keeping, legal obligations or the establishment, exercise or defence of legal claims.

What this policy covers

This policy applies to complaints concerning services supplied directly by ORSA HOME LTD.

It should be read together with our Service Delivery Policy, Service Cancellation Policy, Terms & Conditions and Privacy Policy.

Nothing in this policy is intended to exclude, restrict or otherwise alter rights that cannot lawfully be excluded or restricted.