Complaints & Dispute Resolution Policy of Loci Real Estate
Introduction
At LOCI Real Estate, we take client feedback seriously. If you have a concern about our service, we encourage you to let us know so that we can address the matter fairly and quickly.
1. Raising a Concern
In the first instance, please speak directly with the agent, representative, or property manager handling your matter. Most issues can be resolved promptly if addressed early.
If you are not satisfied with the outcome, you can escalate your complaint in writing to our Operations Manager:
Email: kerri.dawson@locirealestate.com.au
When submitting a complaint, please include:
- The outcome you are seeking
- Your name and contact details
- A description of the issue and the person or office involved
2. How We Manage Complaints
Once received, your complaint will be reviewed by our management team. We will liaise with the staff involved to ensure all details are carefully considered.
We will acknowledge your complaint within two business days and aim to resolve it within five business days. If further time is needed, we will let you know and keep you updated on progress.
All matters are treated in confidence, and we will seek your permission before discussing your complaint outside of our agency.
3. Possible Outcomes
Depending on the circumstances, we may:
- Review and improve our internal processes if needed
- Take corrective action to resolve the issue
- Provide further explanation or clarification
4. If You Remain Unsatisfied
If your concerns cannot be resolved to your satisfaction, you may refer the matter to the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria.
EARS offers information, advice, and dispute resolution services in relation to real estate matters. You can contact EARS on 1300 73 70 30 (weekdays).