COMPLAINT POLICY & PROCEDURE
We are always striving to be Excellent so any feedback you have, even if it’s bad will help us to improve our service and ensure we’re delivering on our promises so please don’t be shy.
1) How to Make a Complaint
In the first instance, we recommend you take your concern up with your property manager or point of contact in our office. If you have done this and your matter was not resolved or you were not happy with how your matter was resolved, please submit your complaint in writing to: firstname.lastname@example.org and address your email to: The Principal
2) How We Will Handle Your Complaint
As per our general communications policy, we will respond to your complaint within 1 business day of receiving the complaint. Depending on your complaint, we may need a few more days to investigate the complaint and obtain all of the relevant information however, if this is the case, we will still respond within 1 business day and will provide you with a new timeframe in which we will be back in contact. Once we are ready to address your complaint, we will get in contact with you via phone or if you’re local and have time, we will arrange a face to face meeting so that we can communicate more effectively. At the end of our meeting, we will detail the outcome verbally and will also provide a written response via email to your complaint within 1 business of completing our meeting.
3) What if you’re Not Happy with the Outcome?
We’re not always able to resolve everyone’s complaint to their satisfaction. If this is the case, it is your right the take the complaint further with the appropriate industry body. The relevant contact details are as follows:
The Residential Tenancies Authority deal with enquiries and complaints from tenants. Please go to their website for more information: https://www.rta.qld.gov.au/Disputes
For Owners & Other Consumers:
The Office of Fair Trading handle enquiries and complaints about real estate agents from Landlords and other consumers. For more information, please go to https://www.qld.gov.au/law/your-rights/consumer-rights-complaints-and-scams