Complaints

1. What you can complain about

An advert that appears false, misleading, duplicated, unlawful or placed without a mandate.

The conduct of an estate agent or property professional you contacted through the platform.

Advertising fees, a payment, a subscription or advert limits.

The way your personal information has been collected, used, shared or stored, including unwanted contact after a buyer request.

Any other aspect of the platform, including accessibility or availability.

2. How to complain

Send your complaint to rentdirecthub@hmrprop.co.za, or use the Contact page, with "Complaint" in the subject line.

Please include: your name and contact details, what happened and when, the advert, agent, reference number or account involved, and what outcome you are looking for. Attach screenshots or correspondence where you can.

Privacy complaints may be sent directly to the Information Officer at [ADMIN PLACEHOLDER — Information Officer email address].

3. What we will do

We acknowledge complaints as soon as reasonably possible and aim to respond substantively within 15 business days. Complex matters may take longer, and we will tell you if that is the case.

We may contact the agent or other party involved, request further information, pause or remove an advert, restrict an account, or correct or delete information while we investigate.

We keep a record of complaints and their outcomes for quality, dispute-handling and compliance purposes.

4. Escalating a complaint

Personal information and PAIA complaints: the Information Regulator (South Africa) — complaints.IR@inforegulator.org.za (POPIA) or PAIAComplaints@inforegulator.org.za (PAIA), https://inforegulator.org.za.

Estate agent conduct: the Property Practitioners Regulatory Authority.

Consumer complaints: the National Consumer Commission, a provincial consumer protection authority or an accredited consumer ombud.

You may also approach a court. Nothing on this page limits your legal rights.

5. Complaints about another user's content

If content on the platform infringes your rights — for example your photographs, your property or your personal information — tell us what the content is, where it appears and why it is unlawful, and we will act promptly once we are satisfied the complaint is valid.