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Complaints Handling Policy

As of 20 May 2020

This page provides preliminary information for people who are considering complaining to The Urban Developer about material published on our platform and is guided by the Complaints Handling Guidelines outlined by the Australian Press Council.

All complaints will be assessed against The Urban Developer Editorial Charter which clearly establishes the expectations of journalists and editors employed or contracted by the organisation. For any systems, advertising or events related feedback, complaints or questions please visit our contact us form.

All editorial complaints and feedback can be submitted to The Urban Developer’s complaints email address (complaints@theurbandeveloper.com) or through the contact form on the website.

If the complaint is about a specific article, please state the title and reason for the complaint within the email and mark the subject line “Complaint for Editorial Director - <article name>.”

All complaints will be acknowledged by a member of The Urban Developer editorial staff within 48 hours.

Should the complaint require an action, a response in relation to that action will be provided within a further three working days.

All complaints will be directed and reviewed by the Editorial Director who is also responsible for responding to the complaint. Depending on the nature of the complaint, the author of the article may be responsible for responding.

For matters of the highest level of importance, the complaint may be also reviewed by the CEO of The Urban Developer.

Upon receiving and acknowledging the complaint, the Editorial Director will investigate the events surrounding the complaint and determine if a correction, amendment or any other response is required.

It is entirely at the discretion of the Editorial Director to respond to the complaint and a formal response is not guaranteed by The Urban Developer.

Should the matter remain unresolved, the complainant can direct their complaint to the Australian Press Council for investigation and adjudication.

The Urban Developer intends to become a member of the Australian Press Club and has submitted an application for membership which is currently pending.

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