Will my complaint be treated as confidential?
All correspondence received is treated confidentially and shared only between the complainant and the Club/Property. In the event that an expert opinion is required,...
Read moreWhat can I do if I am dissatisfied with the decision made by the Ombudsman’s office?
The Office makes a provisional determination after its investigation and, should you be dissatisfied with this determination, you may respond with concerns, after which...
Read moreCan your office give me financial advice?
No, financial advice is not given by our office, which deals solely with the resolution of disputes.
Read moreCan I assist or act on behalf of a friend or family member with their complaint?
Yes, but permission to do so, from the complainant (listed on the form), must be submitted to us in writing on a signed mandate....
Read moreHow often will I receive feedback regarding the status of my complaint?
Receipt of your complaint will be acknowledged within 10 (ten) business days. Thereafter, you will be updated on any changes to the status of...
Read moreMay I submit more than one complaint?
Yes. Whether other complaints have been resolved or not, you may complain about a different matter.
Read moreShould or can I stop paying fees/levies while my complaint is being investigated?
No, fees/levies must be paid unless the other party has agreed for your membership to end.
Read moreOnce my complaint has been lodged with your office must all correspondence about my complaint be sent to your office also?
Yes, and should you correspond directly with the other party, we must be copied into such correspondence.
Read moreMust I continue to deal with the Club/Property once my complaint has been lodged with your office?
No, once a matter has been submitted to our office you should only correspond with us, unless we inform you otherwise.
Read moreCan I go to the press to complain while my complaint is under investigation by the Ombudsman?
No, there is a clause within our Rules which binds involved parties to confidentiality.
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