The first and critical point to understand regarding your agreement with Rello is our role vs your agency's role:
Rello is a payment & finance service provider that your agency recommends to assist property owners in paying or otherwise funding marketing costs
Rello is not the service provider for your marketing services, nor in partnership to deliver those services or otherwise assist in selling your property
Rello has an agreement directly with you, the agency is not party to this agreement, and in most cases nothing they do or say will affect your agreement (or your & our) obligations under that agreement
This is important to understand so as to direct your complaint to the right person, but also to engage in the appropriate dispute resolution process - this will be different depending on the nature of your dispute.
When is it an "agency/other" issue?
If your house has not sold, or you're unhappy with the agency's service or performance, or unhappy with a marketing or maintenance service supplier's service ... you need to engage the supplier of those services, these are not disputes with Rello.
Your rights regarding the agreements you have with those suppliers should be protected by law, and you should engage with the local Fair Trading authority in your state or territory for advice if necessary.
While you may have a legitimate dispute with a service provider, if Rello has funded that service, you are still required to meet the obligations of your Rello agreement - this means either making full repayment on time, paying for extension fees or an alternative arrangement. You may seek to recover the cost of additional fees paid to Rello as part of your dispute resolution, but Rello's agreement is not affected by such a dispute.
As an analogy only ...
If you were to buy a product from a shop using your credit card and the product was faulty - you would raise your dispute with the shop, not your credit card provider or bank.
In this analogy, your agency/supplier is the shop, and Rello is your card provider.
While you may dispute the quality of the product/service, you still need to pay your credit card bill ... but hopefully the shop will provide a refund for you and compensate for any additional costs you have incurred during the dispute.
Do not register financial service complaints with Rello in these cases, as neither the regulators nor Rello can resolve such a complaint, and you may incur further costs and frustration.
If you are not sure on who you should raise your dispute with, contact our support team.
When is it a "Rello" issue?
If you're unhappy with Rello's service specifically in processing a payment or providing funding for your marketing costs, you should first submit a complaint in writing to our support team.
Include the following:
Your agreement reference (looks like "PR-1234-5678")
Your name, mobile, email, property address, agency
Details about your complaint/dispute, where you think we've gone wrong and how you'd like us to resolve it
We strongly recommend reviewing the terms of your agreement first, to make sure you understand your and our rights/obligations under the agreement are. You can view the terms of your agreement via the vendor portal - contact our support team if you have any issues accessing it.