COMPLAINTS HANDLING AND DISPUTE RESOLUTION POLICY.
United Real Estate Agency operates with clients focus and service commitment to exceed our customers service expectations.
However, if for any reason you feel we have not lived up to our commitments and you need to raise a complaint, then the following may assist you.
How to make a complaint? Please provide as much details as possible about the nature of your complaint, including the outcome you would like in order to resolve the matter.
How we will handle your complaint? We will treat the process, and all the details of your complaint, in strict confidence.
How long will it take? We will endeavour to resolve your complaint as soon as possible. However, the length of time will depend on the nature and complexity of the issues you have raised.
You will receive acknowledgement of receipt of the complaint from us within two business days. We will give you an estimate of how long it may take us to deal with the matter and we will endeavour to finalise the matter within 5 business days.
What action will we take in response to your complaint? If we determine 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 the desired outcome. Some of the things we might do include:
* Seek to understand the situation in full by clarifying the situation with those primarily involved?
* Take steps to rectify the problem or issue you have raised.?
* Provide you with 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.
* Where appropriate provide staff retraining
Where we identify that we are in the wrong we will always apologize for our actions.
What if you’re still not satisfy? Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to contact your legal representative or Consumer Affairs Victoria for further information on 1300 73 70 30.
If you need to register a complaint with our company, please contact Vincent Lim directly.
Managing Director and Officer in Effective Control
M: 0437 008 418