Complaints Policy

Effective Date: 19 February 2026

Business Name: Onro Real Estate

Principal Agent: Kanika Rai

Land Agent Licence (SA): RLA 353658

Address: 3/44 Burton Road, Athelstone South Australia 5076

Email: info@onro.com.au

Phone: 0452410966

1. Our Commitment

Onro Real Estate is committed to providing high quality real estate services and maintaining professional standards in all our dealings with clients, buyers, sellers, landlords, tenants, and business partners.

If you are dissatisfied with any aspect of our service, we encourage you to inform us so that we can investigate and resolve the matter promptly and fairly.

2. How to Make a Complaint

Complaints should be submitted in writing with clear details of the issue. Please include:

• Your full name and contact details
• The property address or transaction involved (if applicable)
• A clear description of your concern
• Any supporting documents or evidence

Complaints can be sent to:

Email: info@onro.com.au
Address: 3/44 Burton Road, Athelstone South Australia 5076

3. Complaint Handling Process

Once we receive your complaint, the following steps will take place:

• Your complaint will be acknowledged within a reasonable timeframe.
• The matter will be reviewed by the Principal Agent or an authorised representative.
• Relevant information and documentation will be assessed.
• If necessary, we may contact you for additional information.

We aim to resolve complaints as quickly as possible and will keep you informed throughout the process.

4. Response Time

We will aim to provide a written response to your complaint within 30 days of receiving it.

If additional time is required due to the complexity of the matter, we will inform you and provide an updated timeframe.

5. Resolution

Where appropriate, we will work with you to find a fair and reasonable resolution. This may include clarification of information, correction of errors, or other appropriate actions.

6. External Complaint Options

If you are not satisfied with the outcome of our internal complaint process, you may lodge a complaint with the relevant regulatory authority.

Consumer and Business Services (CBS) South Australia
Website: www.cbs.sa.gov.au
Phone: 131 882

7. Confidentiality

All complaints will be handled confidentially and in accordance with our Privacy Policy. Personal information provided as part of a complaint will only be used for the purpose of resolving the matter.

8. Continuous Improvement

Onro Real Estate values feedback and uses complaints as an opportunity to improve our services and internal processes.