How to make a complaint?
Provide in writing as much detail as possible about your complaint, including the outcome you would like in order to resolve the complaint.
How we handle your complaint?
Francis or another staff member appointed by him will oversee the complaints process. They are responsible for liaising with you and any relevant agency staff to ensure that the issues you have raised are properly examined, and that the complaint is handled in accordance with this process.
The process and all details of the complaint are treated in strict confidence. If we need to discuss any issues arising from the complaint with an outside party, we will obtain consent first.
We will always try to offer you a fair opportunity to explain your case. We may need to meet with you in person to discuss your complaint and try to reach a resolution.
How long will it take?
We will endeavour to resolve complaints as promptly as possible. The time taken will depend on the nature and complexity of issues raised.
You will receive an acknowledgement of receipt of the complaint from us within 2 business days. We will provide an estimate of how long it may take to deal with the complaint however we will endeavour to finalise the matter within five business days.
What action will we take in response to your complaint?
If we decide your complaint is justified, we will then decide what action we should take in response. We will always try to match our response to the nature of the complaint and your desired outcome, this is not always possible. Some of the things we might include;
a. Take steps to rectify the problem or issue.
b. Provide additional information or advice so you can understand what happened and/or how we dealt with it.
c. Take steps to change our policies or procedures if your complaint identifies a problem in the way we do things.
Still not satisfied?
Sometimes it’s not possible to resolve a complaint to everyone’s satisfaction, you may wish to contact your legal representative or Consumer Affairs Victoria for further information.
Attention complaints in writing to:
Francis Van Gulick
284 Blackburn Road, Doncaster East. Vic. 3109
Also See: REIV - Real Estate Institute of Victoria
