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Feedback & Complaints Policy

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.


Tamworth Office
2 Brisbane Street, Tamworth NSW 2340
PO Box 444
02 6766 6006

Quirindi Office
186 George Street, Qurindi NSW 2343
02 6746 3462

Sydney Office
Lvl 14, 175 Pitt Street,
Sydney NSW 2000
02 9904 6666

Wauchope Office
Shop 1, 43 High Street, Wauchope NSW 2446
02 6585 2142

Kempsey Office
Shop 1, 10 Smith Street, Kempsey NSW 2440
02 6562 5475

After hours
0429 613 332

Office opening hours
We are open Monday to Friday 9am to 5pm (excluding public holidays)

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