Complaints Handling Policy
Our Commitment to Transparency, Fairness and Accountability
At Harwood Property Agents, we are committed to providing professional, honest and transparent real estate services to our clients and customers throughout Miranda and the Sutherland Shire.
We take all complaints and concerns seriously and believe that every client deserves to be treated fairly, respectfully and professionally.
Our agency is committed to complying with the Property and Stock Agents Act 2002 (NSW), the Property and Stock Agents Regulation 2022 (NSW) and other applicable laws, including relevant privacy legislation.
We welcome feedback and view complaints as an opportunity to resolve concerns, improve our services and maintain the high professional standards expected of our team.
How to Make a Complaint
If you have a concern regarding our residential sales, property management services or the conduct of a member of our team, we encourage you to contact us.
Where possible, we ask that formal complaints be submitted in writing and include:
- Your name and preferred contact details.
- The property address or service your concern relates to, if applicable.
- A clear description of your concern.
- Relevant dates, correspondence or supporting documentation.
- The outcome or resolution you are seeking.
We understand that not everyone may be able to submit a written complaint. If you need assistance, please contact our office and we will help you communicate your concerns.
Submit a Complaint
Harwood Property Agents
Miranda, NSW 2228
Phone: (02) 9531 0013
Email: [Insert complaints email address]
All formal complaints will be directed to the Licensee in Charge for appropriate review and management.
How We Handle Complaints
Our complaints-handling process is designed to ensure that concerns are considered fairly, confidentially and in a timely manner.
1. Acknowledgement
We aim to acknowledge complaints promptly upon receipt.
2. Review and Assessment
The Licensee in Charge will oversee the assessment of the complaint, including reviewing relevant information, documentation and the circumstances involved.
3. Investigation
Where necessary, we may contact the parties involved to obtain further information and understand the concerns raised.
4. Response and Resolution
We aim to provide a written response within five business days of receiving a complaint.
Where additional investigation is required, we will provide an update and advise of the anticipated next steps.
5. Record Keeping
Complaints and their outcomes will be documented in our Complaints Register, with records managed in accordance with applicable legal and privacy obligations.
Types of Complaints
General Feedback
We welcome feedback about our services, communication and customer experience.
Suggestions and constructive feedback help us continually improve the way we assist buyers, sellers, landlords and tenants.
Financial Complaints
Complaints involving financial transactions, trust money, payments, fees or allegations of financial misconduct are treated as priority matters.
These concerns are referred to the Licensee in Charge as soon as practicable for appropriate investigation and oversight.
Where a matter requires notification to NSW Fair Trading or another relevant authority, we will comply with applicable reporting obligations.
Non-Financial Complaints
Complaints relating to communication, professional conduct, service standards or other non-financial matters are also taken seriously.
We will review the circumstances and work towards a fair and appropriate resolution.
Confidentiality and Privacy
Harwood Property Agents respects the privacy of everyone involved in a complaint.
Personal information will be handled in accordance with applicable privacy laws and our agency’s Privacy Policy.
Information relating to a complaint will only be shared where reasonably necessary to investigate or resolve the matter, or where disclosure is required or authorised by law.
What Happens if a Complaint Cannot Be Resolved?
Our goal is to resolve concerns directly, professionally and as quickly as reasonably possible.
If a complaint cannot be resolved internally, you may seek further assistance from an appropriate external organisation.
For concerns involving real estate agency conduct in NSW, you may contact:
NSW Fair Trading
Website: https://www.fairtrading.nsw.gov.au
Phone: 13 32 20
Depending on the nature of the complaint, other dispute resolution or legal options may also be available.
Making a complaint to Harwood Property Agents does not prevent you from seeking independent advice or contacting an appropriate regulatory authority.
Our Commitment to You
At Harwood Property Agents, our reputation is built on trust, integrity, accountability and long-standing relationships with the Sutherland Shire community.
We are committed to listening to concerns, addressing complaints fairly and continually improving the experience we provide to our clients.
Contact Harwood Property Agents
Phone: (02) 9531 0013
Email: [Insert complaints email address]
Miranda, Sutherland Shire, NSW