External Complaints Policy
One Agency Manning Valley has a zero-tolerance for an Agent’s failure to comply with the Property and Stock Agents Act, Property and Stock Agents Regulation, and other laws relevant to the conduct of Business and, as such, all complaints are addressed actively and in compliance with applicable legislation, including privacy laws.
One Agency Manning Valley expects all employees to take complaints handling seriously and adhere to the complaints-handling policy.
When verbal or written complaints are made to One Agency Manning Valley, the following Complaint Handling Procedure must be followed:
All complaints will be referred to the Licensee in charge as soon as practicable.
The Licensee in charge has exclusive carriage of the investigation and resolution of all complaints. The Agency classifies complaints as follows:
- Feedback. This type of complaint is treated as an input for the One Agency Manning Valley’s continuous improvement program.
- Financial. Complaints of inappropriate and/or illegal behaviour concerning a financial matter are treated most seriously by the Licensee and will be actioned as a matter of utmost priority. These complaints must be reported to the Licensee in charge as soon as possible. The Licensee in charge will undertake an investigation and directly supervise the complaint resolution. If it is determined that upon investigation, it is necessary to inform NSW Fair Trading, the Licensee in charge will do so immediately.
- Non-financial. Allegations of inappropriate and/or illegal behaviour in relation to a non-financial matter are treated seriously by One Agency Manning Valley and will be actioned as soon as practicable.
Complainants are requested to lodge complaints in writing, setting out matters that they allege have breached appropriate Agent/client behaviour and/or amounts to illegal conduct.
These complaints are then entered in the One Agency Manning Valley’s Complaints Register.
One Agency Manning Valley will acknowledge each complaint and respond to the complaint in writing within ten business days. Please keep in mind that if a complaint is complex or the parties do not co-operate then this time may vary. In responding to the complaint, the Licensee will specifically address each item set out in the complaint. The resolution will be recorded in the Complaints Register.
All complaints will remain open until resolved, or all efforts to resolve the complaint have been exhausted. If a mutual agreement between the parties is not reached, we will provide options that may assist you to reach a resolution. This may include tribunals, other government departments, or independent legal advice.