Complaint Handling and Dispute Resolution Policy
How to make a complaint
Our agency is committed to providing exceptional customer service however every now and then, a disagreement, miscommunication or misunderstanding may occur. Colac to Coast Real Estate aims to make it easy for you to bring any problems or complaints to our attention. We suggest you first raise your issue with the agent, representative or property manager who is handling your business.
If you are not satisfied with the outcome, the Directors, Rebecca Graham and Andrea Ivermee welcome your call on 0419 547 899 and 0400 319 328. You may also make contact to submit your complaint as per the details below;
- telephone (during business hours): (03) 52313 288 Ask to speak with Rebecca Graham or Andrea Ivermee
- email: rebecca@colactocoast.com.au or andrea@colactocoast.com.au
- fax: (03) 5231 3273 Attention Rebecca or Andrea
- post: 7 Dennis Street COLAC VIC 3250
Please provide as much detail as possible about your complaint, including the outcome you would like. This will enable our team to discuss and make contact with you with a proposed resolution strategy. If you need help to describe or send your complaint, or if you would like to discuss your concerns informally first, please feel free to contact Andrea on 0400 319 328.
How we will handle your complaint
Our complaints officers (Rebecca/Andrea) will oversee the complaints process. This person is responsible for working with you and relevant agency staff, to ensure that the issues you raise are fully examined and that your complaint is handled in accordance with this process. We will treat the process, and all the details of your complaint, in strict confidence. If we need to discuss any issues arising from your complaint with someone outside of the agency, we will obtain your consent first.
We will always try to give you a fair opportunity to explain your case. You should make your initial complaint as clear as possible. Sometimes we may want to meet you in person to discuss your concerns and try to find a satisfactory solution.
How long will it take?
We will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised.
We will send you acknowledgment of receipt of the complaint within 24 hours. We will give you an estimate of how long it may take us to deal with the matter and we will try to finalise the matter within the shortest period of time possible.
What action will we take in response to your complaint?
If we decide that 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 your complaint and your desired outcome, but this may not always be possible. Some of the things we might do include:
- take steps to rectify the problem or issue you have raised
- give you additional information or advice so you can understand what happened or how we have dealt with it
- take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things.
What if you’re still unhappy?
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter to Consumer Affairs Victoria (CAV).
CAV can deal with enquiries and complaints about real estate agents and offers information, advice and dispute resolution services on real estate issues.
You can telephone CAV on 1300 73 70 30, Monday to Friday, 9:00 am to 5:00 pm to discuss your complaint.
Please note that at the time an authority is signed, the agent is obliged to provide a full explanation of the agency’s Complaints Handling policy including the relevant contact details as outlined earlier in this document. The authority itself also highlights this information in Item 3 and 4.
Providing Solutions & Satisfaction to your needs
Speak to anyone who has experienced the PROCESS of buying or selling Real Estate and often their findings are a combination of stress, disappointment and ultimately compromise! One of the many goals of Colac To Coast Real Estate is to ensure your next move is a positive one. Colac To Coast Real Estate was founded around one simple mission. “To deliver RESULTS that exceed our clients EXPECTATIONS”. We have created ‘Best Practice Systems’ that provide solutions and satisfaction to your most desired wants and needs. At the foundation of our ‘success system’ is a philosophical shift from being a ‘facilitator’ presenting to a Real Estate Consumer to becoming a ‘catalyst’ for a Real Estate Client to find success in an industry that for decades has been inefficient and often ineffective. “Disappointment is the difference between what a client EXPECTS and what the agent DELIVERS” Colac To Coast Real Estate has thoroughly researched what a client requires from their agent. What they have told us is that they are craving a ‘professional’ who can ‘listen’ to their individual wants and needs and provide solutions for them! Colac To Coast Real Estate is that professional!