If you believe that we have not complied with our obligations pursuant to the Act, or have a complaint about the use or disclosure of your Personal Information by us, please contact our Privacy Officer.
Our Privacy Officer (Mariam) is responsible for liaising with you and with the relevant agency staff to ensure that the issues 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. Please provide as much detail as possible about the nature of your complaint including the outcome you would like in order to resolve the matter. We may want to meet you in person to discuss your concerns and try to find a satisfactory solution.
What action will we take in response to your Privacy complaint?
We will endeavour to resolve your complaint as soon as possible. However, the length of this time will depend on the nature and complexity of the issues you have raised.
If appropriate, we will refer the matter to the Privacy Officer of the relevant franchisee agency in the first instance. You will receive acknowledgement of receipt of the complaint from us or them within approximately five business days. You will be given an estimate of how long it may take us to deal with the matter but we will endeavour to finalise the matter within 30 days.
If we decide 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 this may not always be possible.
Some of the things that we decide to do include:
- Take steps to rectify the problem or issue you have raised
- Provide you with additional information or advice so you can understand what happened or how we have dealt with it
- Take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction. If the matter has been referred to the franchisee but has not been resolved to your satisfaction, it will be referred back to us as franchisor and we will contact you to attempt to resolve the matter. If we are still unable to resolve the matter, you may wish to escalate the matter to the Privacy Commissioner via an online privacy complaint form which can be found at: http://www.oaic.gov.au/privacy/making-a-privacy-complaint.
Silver Service Real Estate