Please provide details of your complaint, including the outcome you would like, where applicable. If you need help to describe or send your complaint, or if you would like to discuss your concerns informally first, please contact us.

How we will handle your complaint

Your complaint will be reviewed by one of our Principals or a member of our management, who will work with you and the relevant team member to ensure your complaint is handled appropriately. We will treat all details in strict confidence. If we need to discuss any issues with someone outside our business, we will obtain your consent first.

We will always give you a fair opportunity to explain your concerns. Sometimes it may be beneficial to arrange a meeting with you to find a satisfactory solution.

How long will it take?

We will try to resolve your complaint as soon as possible. However, the time needed will depend on the nature and complexity of the issues. We will send an acknowledgment of receipt within two business days and provide an estimate of the likely timeline.

What action will we take in response to your complaint?

We will always try to match our response to the nature of your complaint and desired outcome, though this may not always be possible. Some of the actions we might take include:

• Take steps to rectify the problem or issue you have raised
• Provide you with additional information or advice to help you understand what happened
• Change our policies or procedures if your complaint highlights a problem in our processes

What if you're still unhappy?

Sometimes it may not be possible to resolve a complaint to everyone's satisfaction. If you are still unhappy, you can escalate the matter further. Below are the relevant authorities for each state:

ACT

Escalations are handled by Access Canberra, which offers information, advice, and dispute resolution services on real estate issues.

www.accesscanberra.act.gov.au

New South Wales

After trying to resolve your concerns with the real estate agency, enquiries and complaints about real estate agents should be directed to NSW Fair Trading at:

www.fairtrading.nsw.gov.au