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The Agency has zero-tolerance for an Agent's failure to comply with the Property, Stock and Business Agents Act, Property and Stock
Agents Regulation and other laws relevant to the conduct of Business and, as such, all complaints are addressed actively and in
compliance with relevant legislation, including privacy laws
The Agency expects all employees to take complaints handling seriously, adhere to the complaints-handling policy
Where a complaint relates to a financial transaction, it must be referred to the Licensee in charge as soon as practicable.
The Licensee in charge has exclusive carriage of the investigation and resolution of all complaints
The Agency classifies complaints as follows:
Feedback -This type of complaint is treated as input for the Agency's program of continuous improvement
Financial - Complaints of inappropriate and/or illegal behaviour in relation to a financial matter are treated most seriously by the Agency and will be actioned as a matter of utmost priority. These complaints must be reported to the Licensee in charge as soon as possible and the Licensee in charge will undertake an investigation and supervise their resolution of the complaint directly. If, upon investigation, it is determined that it is necessary to inform NSW Fair Trading, the Licensee in charge will do so immediately
Non-financial - Allegations of inappropriate and/or illegal behaviour in relation to a non-financial matter are treated seriously by the Agency and will be actioned as soon as practicable
Complainants are requested to lodge complaints in writing, setting out matters that they allege have breached appropriate Agent/client behaviour and/or amounts to illegal conduct. These complaints are then entered in the Complaints Register.
The Agency will acknowledge each complaint immediately and undertake to respond to the complainant in writing within five business days. In responding to the complaint, the Agency will specifically address each item set out in the complaint. The resolution will be recorded in the Resolving Complaints Checklist
All complaints will remain open until resolved or until all efforts to resolve the complaint have been exhausted.