Raising a complaint
Who you can complain about, how quickly you should hear back, and the rules that stop a case being closed quietly.
Who you can complain about
A complaint names what it is about. Domicium itself is on the list on purpose: if you cannot complain about the platform, the only complaints on record are the ones that suit the platform.
- A landlord or property manager
- A tenant
- A contractor
- A listing
- A payment or deposit
- A repair or maintenance issue
- Domicium itself
How long you should wait
Each category carries its own response time, measured in working days, so a threatened eviction does not sit in the same queue position as a slow repair.
- One working day — threatened or illegal eviction, harassment or intimidation, agent posing as a landlord
- Two working days — a deposit not returned
- Three working days — a listing that does not match the property, charges not in the agreement, repairs not carried out, a disputed rent or arrears, a problem with Domicium
- Five working days — poor workmanship, damage to the property, anything else
The clock measures Domicium answering you. It stops at the first reply from staff, not when the case closes — otherwise the incentive is to close cases to clear a number.
Raising one
Complaints are raised from your dashboard, whichever role your account holds.
- 1Open Complaints from your dashboard.
- 2Choose who or what it is about. The categories offered change to match, so the form cannot pair nonsense.
- 3Describe what happened. A short line is not enough — the form asks for real detail.
- 4Submit. You are given a reference, and the case appears in your list.
The report form on the public Report abuse page is a demonstration and is not wired to the case queue. Use the dashboard route, which is.
What happens next
The case gets a written history from the moment it is opened: raised, assigned, replied to, escalated, closed. Every entry records who did it and when. The history is append-only in the database, so it cannot be edited or deleted afterwards.
You see that history minus internal handling notes. Staff need somewhere to think out loud without it reading as a statement to you.
Escalation and closing
A case can be escalated up to three internal levels: standard, priority, serious, then final. Escalation only ever goes up, because quietly de-escalating a case to make a queue look healthier is exactly the failure the rule exists to prevent. Beyond the final level, a party may take the matter outside Domicium.
A case can be closed as resolved, meaning something was done, or dismissed, meaning no action is being taken. Both require an outcome in writing before the system will accept them: dismissed with no reason is indistinguishable from ignored.
Closed is closed. A resolved or dismissed case cannot be reopened, edited or re-escalated. If the problem continues, raise a new complaint — that way the history of the dispute cannot be rewritten after the fact.
Still stuck?
Email info@domicium.com or WhatsApp +233 54 012 8220. To report a listing or a person, use complaints in your dashboard.
Read next
- If a complaint is raised about youYou are not confronted with an allegation automatically. Disclosure is a deliberate, recorded decision, and it comes with a right of reply.
- The records nobody can editAudit log, complaint history and enforcement records are append-only at the database level, and that includes administrators.
- Spotting an agent posing as a landlordWhat the platform checks for you, what it cannot see, and the signs worth acting on before you pay anyone.
- How fraud signals work, and what they never doScoring orders a queue and argues for attention. It does not suspend, reject or penalise anyone.