Procedures
An agency authority must contain details of where a client can lodge a complaint about commission and/or outgoings. An estate agency must also have a procedure in place for resolving consumer complaints and disputes.
An estate agent or agent’s representative must advise a client about these procedures before the client signs and agency authority, or as soon as possible after.
If a client (seller or landlord) or consumer (buyer or tenant) makes a complaint, an agent must inform them of the agency’s complaints and disputes procedures as soon as possible. Estate agents and agent’s representatives must make every effort to minimise and resolve disputes about their performance.
Agencies can purchase the Australian Standard complaint handling system (AS 4608-2004) through Standards Australia or develop their own internal system.
We provide a Sample Complaint handling and dispute resolution policy (PDF, 91KB).
Estate Agents Resolution Service (EARS)
Anyone with an unresolved complaint or dispute with an estate agent or agent’s representative may contact Consumer Affairs Victoria and speak with the Estate Agents Resolution Service (EARS), by calling 1300 737 030.
This is a dedicated service for advice, information, complaints and dispute resolution on real estate matters. EARS can also advise estate agents and agent’s representatives on their obligations to buyers, sellers or landlords.
Last updated: 03/04/2012