Dispute Resolution Policy

There are occasions where you may feel that a member of our staff has not provided you a level of service that you were expecting when dealing with our company, and that when you addressed it with them, the problem was not resolved to your satisfaction.

Ensuring your complaint is followed through

Eastpoint Property Consultants aims to make it easy for you to bring any problems or complaints to our attention. You should firstly discuss your issue with the staff member, agent, representative or property manager or manager who is handling your business. If you are not satisfied with the outcome, there are a number of options to make a complaint to us.

All complaints are to be addressed to our Company Director – Ralph Herrmann. 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 us.

You may contact us on:

By telephone: 03-8561 5200 (during business hours)
By email: sales@eastpointproperty.com.au
By post: PO Box 5427, Brandon Park, Vic, 3150

How we will handle your complaint

Our Company Director will oversee the complaints process. This person is responsible for liaising with you and with relevant agency staff to ensure that the issues you have raised 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 someone 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 you in person to discuss your concerns and try to find a satisfactory solution.

How long will it take?

We will endeavour to resolve your complaint as soon as possible. However, the length of time will depend on the nature and complexity of the issues you have raised.

You will receive acknowledgement of receipt of the complaint from us within two (2) business days. We will give you an estimate of how long it may take us 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 we should take 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 might do include:
• Take steps to rectify the problem or issue you have raised
• Provide you with additional information or advice so you can understand what happened or how we have dealt with it

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