**Home Road Real Estate - Complaints Handling Procedure**
**1. Introduction**
At Home Road Real Estate, we are committed to providing exceptional service to our clients. We understand that, despite our best efforts, concerns may arise. This Complaints Handling Procedure outlines the steps we take to address and resolve any complaints promptly and fairly, in accordance with relevant real estate laws, acts, and guidelines in Victoria.
**2. How to Lodge a Complaint**
2.1 Clients, tenants, or any other party wishing to make a complaint can do so by:
- Contacting our office in person during business hours.
- Sending a written complaint via email to charmainepw@homeroadre.com.au
- Mailing a written complaint to PO BOX 3173, Gippsland Mc, 3841
- Contacting our Director 0413430051
**3. Complaint Acknowledgment**
3.1 Upon receiving a complaint, Home Road Real Estate will acknowledge it promptly, either in writing or verbally, within [1] business days.
**4. Investigation and Resolution**
4.1 We will conduct a thorough and impartial investigation into the complaint.
4.2 The complaint will be assigned to a dedicated staff member who will handle the investigation and resolution process.
4.3 We aim to resolve complaints within [7} days, keeping the complainant informed of the progress.
**5. Communication**
5.1 Throughout the process, we will maintain open and transparent communication with the complainant, providing updates on the status and anticipated resolution timeframe.
5.2 If additional time is required for the investigation, we will inform the complainant and provide reasons for the delay.
**6. Resolution Outcome**
6.1 Once the investigation is complete, Home Road Real Estate will communicate the outcome to the complainant.
6.2 If the complaint is substantiated, we will outline the corrective actions taken to prevent similar issues in the future.
**7. Escalation to External Authorities**
7.1 If the complainant remains dissatisfied after exhausting our internal process, they may refer the matter to Consumer Affairs Victoria or another relevant external authority.
**8. Records Keeping**
8.1 Home Road Real Estate will maintain detailed records of all complaints, including the nature of the complaint, actions taken, and resolution outcomes.
**9. Review and Continuous Improvement**
9.1 We regularly review our complaints handling procedures to identify areas for improvement and ensure ongoing compliance with relevant regulations.
This Complaints Handling Procedure is in accordance with the laws and regulations of Victoria, including guidelines set forth by Consumer Affairs Victoria.
If you have any concerns or questions regarding our complaint resolution process, please contact Home Road Real Estate, 0413430051