Complaints Policy & Procedures

 

Policy

 

It is the policy of this office and it’s employees to comply with the Rules of Practice and Professional conduct Rules under the Estate Agents Act and the Code of Ethics of the Real Estate Institute of Victoria.

 

Procedure

 

The following procedure is designed to assist any one who feels that the agency did not act professionally and in line with good estate agency practice.

 

  1. Inform the head of department or manager of your complaint. If the matter can not be resolved, the matter will be referred to the Director who will endeavor to resolve the matter.

 

  1. If you are not satisfied, you next step is to either:

 

(a)    Raise the matter with the REIV of the complained who will appoint a mediator or,

 

(b)   Contact Consumer Affairs Victoria or

 

(c)    Contact Estate Agents Resolution Service.    

 

(d)   Inform the Licensing authority, or 

 

(e)    Take the matter to VCAT for resolution.

 

 

Ray Mascaro & Co. Pty Ltd

 

 

 

………………………………

Ray Mascaro (Director)