Complaints resolution and procedures information

Imagine Real Estate is committed to improving the service we provide to our clients/customers and will happily acknowledge when we get something wrong and would greatly appreciate the opportunity to put things right. The top of our list of principles are – Client Respect and Honestly –Understanding and Trust – Communication, Reliability and Commitment; you should expect no less.

How to make a complaint to Imagine Real Estate

Person who will handle your complaint: Rosemarie Caston / Principal of Imagine Real Estate

First Step :  Call, Email or send your written complaint to (0753 263 295  or enquiry@imaginerealestate.com.au  or C/O Imagine Real Estate PO BOX 6089, MAROOCHYDORE BC, QLD 4558 ) along with

a.    your full name

b.    your ph and email address

c.    your residential address or mailing address

d.    full details of your complaint and how you would like your complaint resolved

Then:

If you called through with your complaint

And Imagine Real Estate and yourself (the complainant) can resolve the complaint over the phone and you have provided your email address Imagine Real Estate will email you confirmation of the outcome of our resolution for your records if you request us to do so.

In the event we cannot resolve the complaint over the phone, Imagine Real Estate will request you make a more formal complaint via email or mailed to PO BOX 6089, MAROOCHYDORE BC QLD 4558.

If you have email or mailed your complaint:

Acknowledgement of receipt of complaint will be made within 24 hours of receiving your complaint via email or to your mailing address.

Step 2:

At Imagine Real Estate we value feedback on the level of service we provide. Our agency will consider every complaint made by a client or customer (the Complainant), and either

a)    accept the complaint, whether wholly or partly

or

b)     reject the complaint in writing - via mail or email

The agency will respond to the complainant, in writing, within seven (7) days, or at a later date, if agreed to by the Complainant.

If our agency accepts the complaint, we will arrange restitution (if applicable) within seven (7) days of our written or emailed response, or at a later date, if agreed to by the Complainant.

In the event that the Complaint is not accepted by Imagine Real Estate either in part, or wholly, then we (Imagine Real Estate) will provide a written or emailed reason why the complaint hasn’t been excepted within seven (7) days of our written or emailed response, or at a later date, if agreed to by the Complainant.

And

In the event that the Complaint is not accepted by Imagine Real Estate either in part, or wholly, then we will provide the Complainant with a separate document with statements from Imagine Real Estate of your rights and next steps you may like to take.

 

Other things you may like to consider to help you resolve your complaint.

as per the Property Agents and Motor Dealer Act 2000 relevant Code of Conduct. This document provides full explanation of your rights and remedies as a consumer under the Act.

There are four (4) Codes of Conduct under the Property Agents and Motor Dealer act 2000, namely the:

Real Estate Agency Practice Code of Conduct
Resident Letting Agency Practice Code of Conduct
Auctioneering Practice Code of Conduct
Property Developer Practice Code of Conduct

For a copy of the relevant Code of Conduct, visit www.legislation.qld.gov.au

You may also like to contact REIQ at www.reiq.com for more information on how to handle a complaint