How long does it take to resolve a complaint?

Morro aims to provide an initial response to complaints within 5 working days.

Some complaints are straightforward and can be resolved quickly. Others may need more time, especially if the team needs to review records, speak to different people, inspect something in the building or gather further information before giving a full answer.

Where more investigation is needed, Morro will still keep you updated. In all cases, the team aims to provide a full response as quickly as possible, and within 4 weeks where the issue is more complex.

What can affect the timeline?

• The complexity of the issue and how much needs to be reviewed.
• Whether evidence is available, such as photos, app messages or emails.
• Whether contractors or third parties need to provide information.
• Whether access to your home or shared areas is needed.

If there is a delay, the team will let you know and explain why. If you have not received an update within the expected timeframe, contact your General Manager, use the Morro App or get in touch through bymorro.com.