Complaints Policy

How Complaint’s may be made?

We encourage that the matter of complaint is raised in the initial instance with the Staff member involved, handling your business.  If the outcome is unsatisfactory, we suggest you contact our office, either by:

  • Telephone (during business hours) on (02) 9411 5155
  • Email:
  • By Post: PO Box 240, GORDON NSW 2072

Please provide as much detail of the nature of your complaint, giving clear specific details, evidence (if applicable), so that we can aim to resolve the matter as soon as possible. 

The Licensee will administer the complaints process, and our management team will liaise with you to ensure the issue raised is fully examined.  We may wish to meet with you in person to discuss your concerns and give you an opportunity to explain your case.

Your complaint is treated with strict confidence, and if the nature of complaint requires discussion with any person(s) outside of the agency, we will obtain your consent first.

We endeavour to resolve your complaint as soon as possible; however, the length of time may depend on the nature and complexity of the complaint.

You will receive acknowledgement of receipt of the complaint from us within two (2) business days, and we endeavour to finalise the matter within seven (7) business days.

In the process to resolving your complaint we will:

  • Decide if the complaint is justified.
  • Take necessary steps to rectify the problem of issue you have raised.
  • Provide information or advice of what has transpired during the process of investigating your complaint/issue.
  • Take steps to change our Policies/Procedures if the complaint identifies an organisation issue.
  • Provide additional training or appropriate action if the complaint identifies a staffing breach in compliance.

Sometimes it is not possible to resolve a complaint to everyone’s satisfaction.  Matters can be further escalated to the Real Estate and Business Agents Supervisory Board, telephone 1300 304064 (weekdays), of the Department of Fair Trading NSW on