Complaint Handling and Dispute Resolution
How to make a complaint
Avion Properties aims to make it easy for you to bring any problems or complaints to our attention.
You should first raise your issue with the agent, representative or property manager who is handling your business.
If you are not satisfied with the outcome, you can make a complaint to us by:
- telephone (during business hours): call (03) 93 700 300 and ask to speak to;
the Director, Phil Osmond or Head of Property Management, Matt Klein.
- email: email@example.com - attention to the Director
- fax: (03) 93 700 333 - attention to the Director or Head of Property Management.
- post: 226 Union Road, Ascot Vale Vic 3032 - addressed to the Director
Please provide as much detail as possible about your complaint, including the outcome you would like.
If you need assistance in describing or making a complaint, or if you would like to discuss your concerns informally first, please feel free to contact our office.
How we will handle your complaint
Our relevant complaints officer will oversee the complaints process. This person is responsible for working with you and relevant agency staff, to ensure that the issues you raise are fully examined and that your complaint is handled in accordance with this process.
We will treat the process, and all the details of your complaint, in strict confidence. If we need to discuss any issues arising from your complaint with person(s) outside of the agency, we will obtain your consent first.
We will always try to give you a fair opportunity to explain your case. You should make your initial complaint as clear as possible. Sometimes we may want to meet with you in person to discuss your concerns and try to find a satisfactory solution.
How long will it take?
We will try to resolve your complaint as soon as possible. However, how long this takes to investigate will depend on the nature and complexity of the issues you have raised.
We will send you acknowledgment of receipt of the complaint within two (2) business days. We will give you an estimate of how long it may take our office to deal with the matter and we will endeavour to finalise the matter within five (5) business days.
What action will we take in response to your complaint?
If we decide that your complaint is justified, we will then decide what action should be taken in response. We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.
Some of the things we may do include:
- take necessary steps to rectify the problem or issue you have raised;
- provide you with additional information or advice so you can understand what has transpired or how we have dealt with it; and
- take steps to change our policies or procedures if your complaint identifies a problem within our organisation.
What if you're still unhappy?
Sometimes it will not be possible to resolve a complaint to everyone's satisfaction, and you may want to escalate the matter to the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria.
EARS can deal with enquiries and complaints about real estate agents and offers information, advice and dispute resolution services on real estate issues.
You can telephone EARS on 1300 737 030 weekdays to discuss your complaint.