Legal & compliance
Complaints
How to raise a complaint with Rent Direct Hub, what we can and cannot resolve, and where to escalate if you are not satisfied.
Draft document — not yet legally reviewed
This document is a working draft and has not yet been reviewed by a South African legal or compliance professional. Publishing these pages does not on its own make the business compliant with POPIA, PAIA, ECTA or the CPA.
1. What we can act on
- Listings that appear misleading, fraudulent, duplicated or unlawful.
- Conduct on the platform: abusive messages, harassment, discrimination or spam.
- Misuse of the verification badges or false claims about a property or business.
- Billing, advertising and subscription queries relating to what you paid us.
- Privacy complaints about how we handle your personal information.
2. What we cannot resolve
Rent Direct Hub supplies technology services only. We are not an estate agency, managing agent, adjudicator or debt collector, and we cannot decide disputes between a landlord and a tenant. Rent, deposits, lease breaches, evictions, maintenance obligations and the quality of a contractor's work are matters between those parties.
- Rental disputes: the Rental Housing Tribunal in your province, or a court.
- Estate agency conduct: the Property Practitioners Regulatory Authority.
- Consumer complaints about a supplier: the National Consumer Commission.
- Privacy complaints: the Information Regulator.
3. How to complain
- Rentdirecthub@hmrprop.co.za
- Subject line
- Complaint — [listing reference or account email]
- Responsible party
- HMR PROPERTY SOLUTIONS (PTY) LTD
- Information Officer
- Hayden Delport
- Telephone
- ADMIN PLACEHOLDER — complaints telephone number
You can also report an individual listing directly from the listing page using the report link.
4. What happens next
- We aim to acknowledge a complaint within 5 business days.
- We aim to give an outcome within 30 days, or tell you why we need longer.
- We may suspend or remove a listing, account or advert while we investigate.
- We keep a record of complaints and outcomes for audit and legal purposes.
5. Escalation
Privacy and access-to-information complaints may be taken to the Information Regulator (South Africa): complaints.IR@justice.gov.za (POPIA) or PAIAComplaints@justice.gov.za (PAIA), https://inforegulator.org.za. For privacy requests specifically, start with Privacy & Data Requests.