Complaints policy

How to complain

Email legal@rentsignal.co.za with your account email, the relevant listing/application/reference, what happened, the outcome you seek, and supporting information that you may lawfully share. Privacy and access requests should also copy privacy@rentsignal.co.za.

Response process

RentSignal aims to acknowledge a complaint within five business days. We may ask for identity verification or further information. We aim to provide an outcome or progress update within 15 business days, although complex safety, evidence, privacy or legal matters may take longer.

Possible outcomes

Outcomes may include an explanation, correction, access restriction, content moderation, refund or billing correction, account action, referral to the correct landlord or tenant, or confirmation that no platform action is appropriate. A moderation decision does not decide a lease, debt, eviction or damages dispute.

External remedies

Depending on the issue, users may approach the Information Regulator, National Consumer Commission, a provincial Rental Housing Tribunal, the Property Practitioners Regulatory Authority, the police, or a court. RentSignal does not require a user to give up a statutory remedy. See the PAIA page for information-access requests.

Urgent safety and fraud

Do not rely on ordinary support for an emergency. Contact the South African Police Service or appropriate emergency service where there is immediate danger, fraud, violence or suspected criminal conduct, then notify RentSignal so relevant account or listing evidence can be preserved where lawful.