Provincial Property Advocacy aims to make it easy for you to bring any problems or complaints to our attention. You should first raise your issue with the agent, representative or property manager who is handling your business. If you are not satisfied with the outcome, there are a number of options to make a complaint to us.
Please provide as much detail as possible about the nature of the complaint, including the outcome that you would like. If you need assistance in describing or making the complaint or if you would like to discuss your concerns informally first, please feel free to contact us.
Management will oversee the complaint process. This person is responsible for liaising with you and with the relevant agency staff to ensure that the issues that you have raised 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. 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. Sometimes we may want to meet you in person to discuss your concerns and try to find a satisfactory solution.
We will endeavour to resolve your complaint as soon as possible. However, the length of time will depend on the nature and complexity of the issues you have raised. You will receive acknowledgement of receipt of the complaint from us within two business days. We will give you an estimate of how long it will take us to deal with the matter and we will endeavour to finalise the matter within five business days.
If we think that your complaint is justified, 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 it may not always be possible.
Sometimes it will not be possible to resolve a complaint to everyone's satisfaction, you might want to escalate the matter to Estate Agents Resolution Services (EARS) at Consumer Affairs Victoria (CAV). EARS is able to deal with enquires and complaints about real estate agents. The Service has been established within CAV to offer a dedicated service for information, advice and dispute resolution on real estate issues. You can call EARS on 1300 73 70 30 weekdays to discuss your complaint.