It is the practice of Ray White Drysdale to act ethically, fairly and honestly in accordance with current legislation. Our team at Ray White Drysdale regularly undergo personalised staff training, as well as investigating ‘best practice’ methods to ensure that our services are delivered to the highest expectations for our vendors, landlords, tenants and purchasers.
Our first priority as a team is our clients. We work together to provide Customer Service, and our staff will endeavour to assist where possible.
We value feedback.
If you would like to provide feedback, we ask that you contact agent, representative or property manager who is handling your business. If at any time you wish to bring any issue to the attention of management, please contact either Travis Smith (our Director) or Emma Smith. Please provide as much information as possible, including your preferred outcome. If you need help to describe or send a complaint, or if you would like to discuss your concerns informally first, please contact us, and we will arrange a time to meet. Sometimes we may want to meet you in person to discuss your concerns and try to find a satisfactory solution.
How we will handle a complaint
Firstly, you can be assured that all the details of your complaint will be held in strict confidence. If we need to discuss any issues arising from your complaint with someone outside of the agency, we will obtain your consent first.
We will always try to give you a fair opportunity to explain your case. You should make your initial complaint as clear as possible. Our Director, Travis Smith, will oversee the complaints process, and will be for working with you and relevant agency staff to ensure that the issues you raise are fully examined and that your complaint is handled in accordance with this process.
How long will it take?
Naturally, we will try to resolve your complaint as soon as possible. However, this will depend on the nature and complexity of the issues you have raised. We will endeavour to finalise the matter within five business days.
What action will we take in response to your complaint?
After investigation, we will then decide what action we should take in response. 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.
For further information
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter to the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria.
EARS can deal with enquiries and complaints about real estate agents and offers information, advice and dispute resolution services on real estate issues.
You can telephone EARS on 1300 73 70 30 weekdays for further information