Complaints
How to make a complaint
You can make a complaint by any of the following methods:
- Email: sales@unitedresorts.com.au
- Phone: (03) 9867 2511
- Post: Complaints Officer, Traralgon Capital Pty Ltd, Suite 12.02, Level 12, 484 St Kilda Road, Melbourne VIC 3004
To help us investigate, please include:
- Your name and contact details
- A clear description of the complaint
- What outcome you are seeking
- Any relevant documents, dates or evidence
Our complaints process
Step 1
Acknowledgement
We will acknowledge receipt of your complaint within 5 business days.
Step 2
Investigation
A senior staff member will review your complaint, gather relevant information, and may contact you for additional details. We aim to investigate complaints fairly, objectively and confidentially.
Step 3
Response
We will provide a written response within 30 calendar days of receiving your complaint. The response will explain our findings, the reasons for our decision, and any proposed resolution. If we need more time, we will let you know.
Step 4
Escalation
If you are not satisfied with our response, you can escalate the complaint to the appropriate external body listed below.
External escalation pathways
Privacy complaints
If your complaint relates to how we handled your personal information and you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC):
- Website: www.oaic.gov.au
- Phone: 1300 363 992
Consumer law complaints (advertising, misleading conduct, product issues)
For complaints under the Australian Consumer Law (including misleading or deceptive conduct), you can contact:
- Consumer Affairs Victoria (CAV) — for Victorian consumer matters
- Website: www.consumer.vic.gov.au
- Phone: 1300 558 181
- Australian Competition and Consumer Commission (ACCC) — for national consumer matters
- Website: www.accc.gov.au
- Phone: 1300 302 502
Residential park / land lease community complaints
If your complaint relates to your rights as a resident or prospective resident of a Victorian residential park or land lease community, contact:
- Consumer Affairs Victoria (CAV) — Residential Tenancies
- Website: www.consumer.vic.gov.au/housing/renting
- Phone: 1300 558 181
- Victorian Civil and Administrative Tribunal (VCAT)
- Website: www.vcat.vic.gov.au
- Phone: 1300 018 228
Confidentiality
We treat all complaints confidentially. Information about your complaint will only be shared with people who need to know in order to investigate and respond, or where required by law.
Continuous improvement
We record and review all complaints to identify trends and improve our processes, products and services.