COMPLAINTS HANDLING

fre Real Estate is committed to being open and responsive to any complaints offered by our clients, tenants, our people or by members of the community.

We endeavor to resolve all complaints in a fair and reasonable manner as quickly as possible.

We are known to be tough on tenants, within reason, as you would expect from a reputable agent looking after someone else’s home and investment property.

While the easy answer may be to give a bad review or complain on the internet, we like to resolve our issues in partnership with our tenants and landlords.

This ensures we can get the best possible result for all parties involved.


HOW TO MAKE A COMPLAINT

We suggest that you first raise the issue with the agent or property manager who is handling your property or request.

If you are not satisfied with the outcome, you can contact us by the following means:

By E-mail: tess@fre.com.au

By Post:

ATT: Tess Richardson

fre Real Estate

47 Glenhuntly Road

Elwood, VIC 3184

Please provide as much detail as possible about your complaint – including the property address; the agent whom you are dealing with, related photographs (if relevant), the actions that have already been taken by our agent and yourself, as well as your desired outcome.

If you prefer to discuss the matter informally first, please feel free to contact us on the details listed above.


HOW YOUR COMPLAINT WILL BE HANDLED

Once the complaint has been received we will work with you and the relevant staff to fully examine the issue, while being treated in strict confidence.

Resolutions may include;

Rectifying the problem or issue

Providing further information so you can understand the process and the situation

Changing our internal policies and procedures if your complaint identifies a problem in the way we do things

In some instances we may need to meet you in person, to ensure that you are given fair opportunity to explain your case and talk things over.

For all complaints we aim to come to a fair and reasonable resolution for all parties involved.


HOW LONG WILL IT TAKE?

As soon as the complaint is received, you will receive an acknowledgement within 48 hours.

We aim to have our complaints resolved as soon as possible (usually within 7 business days), however it depends on the nature and complexity of the issue.


WHAT IF YOU’RE NOT HAPPY WITH THE RESULT?

While it is rare for our disputes to not be resolved in a fair and reasonable manner, if you are not happy with the result you can take the matter forward at the Victorian Civil & Administrative Tribunal (VCAT) or Consumer Affairs Australia.