AGENCY
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, and to adhere complaints handling
policy.
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 resolution of
the
complaint directly.
• 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.
Complainant’s are
requested to lodge complaints in writing, setting out matters particular and what
they
view as an appropriate resolution.
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.
All
complaints will remain open until resolved or until all efforts to resolve the
complaint have been
exhausted.
If you have a complaint, please complete the form below and this will be sent directly to the Licensee-in-charge.
