We are committed to providing you with professional customer service at all times. If however you feel we have not met our obligations in accordance with Rule 12 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012 the following complaint process applies:

Complaints and Dispute Resolution Process

• In the first instance, contact the person whom you are wishing to raise a complaint about and advise them of your complaint and concerns.

• If you feel that your complaint has not been resolved adequately contact the person’s Manager and provide as much detail as possible ensuring you advise the Manager what it is that you are complaining about, what your concerns are and how you would like your complaint to be resolved.

• Upon receiving your detailed written complaint we will conduct a full investigation into the matter and will revert back to you within 10 working days with a written response to your complaint.

• If you agree to the complaint resolution proposed, the agreed action will be enacted and the complaint shall be deemed to be resolved and no further action will be taken.

• If you do not accept or agree to the suggested outcome or resolution please advise in writing within 5 working days and provide us with your preferred resolution. After giving your suggested resolution due consideration we will revert back to you in writing within 10 working days with our response.

• If in the unlikely event you are not satisfied with the response or outcome you receive you may wish to direct your complaint to the Real Estate Agents Authority.