Pick Property Pty Ltd ACN 603 443 723 and its related entities (hereinafter referred to as “Pick Property”, “we” , “our” or ” us”) aim to make it easy for you to bring any problems or complaints to our attention and offers the following dispute resolution process.
How to make a complaint
We recommend that you first raise any issue with the Consultant/Agent/Advocate who is handling your business.
If you are not satisfied with the outcome, we ask that you place your concerns in writing and email our Director Keven Moore so he can assist to resolve the matter.
Our Director can be e-mailed directly at email@example.com.
Please provide a detailed description of your complaint, including the outcome you would like, where applicable or if you would like to discuss your concerns informally first, please call 0449 867 425.
How we will handle your complaint
Your complaint will be reviewed by our Director, who is responsible for working with you and the relevant member of our team, 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. We will always try to give you a fair opportunity to explain your concerns. You should make your initial complaint as clear as possible. Sometimes it may be beneficial to arrange a meeting with you to try to find a satisfactory solution.
How long will it take?
We work to resolve complaints as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised.
If we receive a complaint, we endeavour to act within 2 business days. Upon taking action, we provide you with an estimate of the likely timeline required to finalise the matter. You will be kept updated through the process.
What action will we take in response to your complaint?
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. There will be an element of assessment needed to determine the appropriate action.
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
- Take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things
What if you’re still unhappy?
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter further. Details of the relevant authority are set out below:
Estate Agents Resolution Service:
Escalations are handled by the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria. EARS can deal with enquiries and complaints regarding real estate related issues and supply information, advice and dispute resolution services. Telephone 1300 73 70 30 (weekdays)