7 November 2013

Complaints Handling Procedure

At Century 21 McCann Alliance, it is our goal to provide our clients with a service that would be considered industry best practice and as a part of such practice we need to offer and adhere to a recognised Complaints Handling Procedure.

All complaints must be taken seriously and dealt with appropriately.

If we receive a complaint we need to:

Record the name and contact details of the person who is making the complaint (the complainant).

Record all specific and relevant details of the complaint which should include date, people involved, date of resolution and how the complaint was resolved.

Advise the complainant that we are making notes for our records and that the complaint will be forwarded to the Office Manager, Trevor McCann, who will respond within 48 hours.

The complaint should then be referred to the Office Manager ASAP.

If the complaint is serious, it should also be referred to the Managing Director, Trevor McCann.

Examples of serious complaints are:

  • Where an agent, property manager or staff member (C21 representative) has been negligent in his/her conduct
  • Where we have been accused of misleading or deceptive behaviour
  • Any issue that could give rise to a legal claim or proceedings

The office manager should then:

Consult with the C21 representative involved to seek their response to the complaint and determine whether the complaint is valid.

Determine if we have acted in an unprofessional or inappropriate manner. If so, the C21 representative must be counselled accordingly.

We must respond to the complainant within 48 hours and advise them of any outcome and seek an appropriate resolution.

If a resolution is not possible, then the Managing Director should communicate with the complainant to strive to resolve the complaint.

If a resolution is still not possible, then the complainant should be directed to contact the State Manager of Century 21, the REIV and/or Consumer Affairs Victoria (as appropriate). In this case, we will fully co-operate with these agencies toward finding a resolution to the complaint.

All records of the complaint should be kept in the relevant property file.

Century 21 McCann Alliance will learn from any complaints and improve our customer service. Lessons learned will be passed on to relevant C21 representatives in training sessions and changes will be made to our systems as deemed appropriate and necessary.

Trevor McCann

Director

Century 21 McCann Alliance Patterson Lakes Century 21 McCann AllianceBeaumaris Century 21 McCann AllianceFrankston

Shop 17 Lakeview Shopping Centre Shop 1, 26 South Concourse 126-128 Young Street

Patterson Lakes Vic 3197 Beaumaris Vic 3193 Frankston Vic 3199

Telephone: (03) 9772 0722 Telephone: (03) 9589 0222 Telephone: (03) 9781 1822 Fax: (03) 9772 8611 Fax: (03) 9589 0277 Fax: (03) 9783 2710

McCanns Real Estate Pty LtdABN 89 065 805 807 trading as Century 21 McCann Alliance (Beaumaris)

Director and Licensed Estate Agent Trevor McCann

Each Office is Independently Owned and Operated