Before submitting a complaint, you should attempt to resolve the dispute with the real estate agent and call the Estate Agents Resolution Service Helpline on 1300 737 030.

Consumer Affairs Victoria can attempt to conciliate a dispute but cannot compel a real estate agent to resolve an issue. You may be advised of your options to go to the Victorian Civil and Administrative Tribunal (VCAT) or seek civil remedies in the courts.

In assessing whether conciliation is the appropriate action in relation to a particular complaint - CAV considers the following:

• Is the matter likely to be settled?
• Is the matter specifically within CAV's jurisdiction?
• How serious is the matter?
• Does the matter involve a breach of the legislation which is better dealt with by compliance or enforcement action?
• Are there other or better ways to deal with the matter?

For more information, refer to CAV's conciliation policy or telephone the Estate Agents Resolution Service Helpline on 1300 737 030

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