Complaint handling and dispute resolution - conveyancers Skip listen and sharing tools Listen Have a system to handle complaints. The benefits to your business can include: improved product quality and service delivery fewer mistakes and less time spent fixing them better understanding of customers’ needs increased customer loyalty and word-of-mouth referrals improved business reputation a healthier bottom line. Have a complaints officer whose job it is to ensure: there is adequate information available to customers about how to address any problems, especially at the point of sale frontline staff are aware of: the complaints handling policy their authority to settle complaints when and to whom they need to refer complaints there is a process to handle more difficult and complex cases complaints are reviewed regularly to identify ongoing issues reports are made to senior management about complaints. Make the complaints process easy for your customers: Complaints form: use a form to record the details of complaints – download a copy our Example customer complaint form for businesses (PDF, 24KB). Point of sale: have a desk in your store where customers can take enquiries or complaints display a simple sign, or include a paragraph on invoices, such as ‘Your custom is important to us – if you are not satisfied, please let us know’ Phone: have a dedicated line for complaints or problems Web: include a customer feedback option on your website. When dealing with a complaint in person or over the phone: identify yourself to the customer be professional, polite and courteous listen carefully to the complaint do not attempt to lay blame or be defensive – politely provide the customer with your perspective make a record of the complaint and confirm the details with the customer explain the courses of action available to address their complaint check if the customer is satisfied with the proposed action and if not, discuss alternatives. When dealing with a written complaint: use the same strategies as with verbal complaints (above) respond promptly (ideally within 48 hours) just to inform the customer you are processing their complaint send a written response to the customer, even if you have already phoned them. If the complaint cannot be resolved, seek assistance from an independent third party. Regularly review complaints: follow up with customers who have complained to check if they are satisfied and ask for feedback about your complaints handling system review complaints monthly or quarterly to establish any trends, or obvious things you can change or improve use complaint records to check how well and quickly your staff handle complaints. Where to next: Find out about the rules of professional conduct for conveyancers Learn about your trust account obligations See obligations that apply to all businesses To keep up to date with industry news, subscribe to our Real estate updates Follow us on social media Back To Top