iPropertyManager is committed to handling complaints or disputes that do arise professionally, fairly and expeditiously.
Our standard in-house procedure is outlined below:
- When a person makes a complaint it is requested that the person put the complaint in writing.
- The person who has the complaint made against them must give a written reply to the Officer in Effective Control within 48 hours.
- The Officer in Effective Control/Manager must make contact with the complainant within 24 hours and advise that the matter will be looked into and the written reply sent to the client as soon as possible (within 72 hours).
- When dealing with the complainant, ensure that you show empathy and find out what the complainant wants.
- If the matter cannot be resolved by the Officer in Effective Control, the matter will be referred to the EARS (estate agents resolution service) who will then take a more formal approach to the matter. You can telephone EARS on 1300 737 030 weekdays to discuss your complaint.
- You can also refer the matter to the Disputes Settlement Centre of Victoria. Enquiries can be make to 4/456 Lonsdale Street, Melbourne 03 9603 8370.
Officer in Effective Control
Paul Denver
37B Willis St
Hampton Vic 3188
m 0419 582 715
Under the provisions of the Estate Agents Professional Conduct Regulations
8 Dispute Resolution
An estate agent and an agent’s representative must have in place procedures for resolving complaints and disputes arising from the operation of the agent’s estate agency practice.
An estate agent must advise a person that the estate agent has procedures for resolving complaints and disputes-
(a) before obtaining a signed written engagement or appointment from the person or
(b) as soon as possible after obtaining the engagement or appointment
An agents representative must advise a person that the licensed Estate agent (for whom the agent’s representative is performing the functions of an estate agent) has procedures for resolving complaints and disputes-
(a) before a signed written engagement or appointment is obtained from the person; or
(b) as soon as possible after the engagement or appointment is obtained.
If a person makes a complaint to an estate agent about the estate agent or any person acting on behalf of the estate agent (including an agent’s representative), the estate agent’s procedures for resolving complaints and disputes as soon as possible after the complaint is made.
An estate agent must make every effort to minimise and resolve disputes with A principal that relate to the performance of the estate agents functions.
If a person makes a complaint to an agent’s representative about the agent’s representative or the licensed estate agent for whom the agent’s Representative is performing the functions of an estate agent , the agent’s Representative must inform the person of the licensed estate agent’s Procedures for resolving complaints and disputes as soon as possible after the Complaint is made.
An agent’s representative must make every effort to minimize and resolve Disputes with a principal that relate to the performance of an agent’s representative’s functions.
Agents need to also be aware of Item 6 of a General Authority and Item 8 of an Exclusive Authority in regards to Dispute Resolution.
