Disclaimer

By visiting and using this website you agree as follows:

Silver Service Real Estate Pty Ltd, its directors, joint venture partners, employees and related entities responsible for maintaining this website believe that the information contained on this website is correct. However, no representation or warranties of any nature whatsoever are given, intended or implied, and you should rely on your own inquiries as to the accuracy of any information or material available from this website.

Please note that information provided on this website is general information only, is subject to change without notice and should not be relied on as a substitute for legal, financial, real estate or other expert advice. Silver Service Real Estate Pty Ltd disclaims all liability and responsibility, including for negligence, for any direct or indirect loss or damage suffered by any person arising out of any use of this website or any information or material available from it.

Copyright

All material available or accessible from this website is copyright material owned by Silver Service Real Estate Pty Ltd. Apart from fair dealing permitted by the Copyright Act 1968, visitors to the site are granted permission to download and display any of the website material for private purposes only.
For intended use of any copyright material beyond private or research uses, no part of this website may be used, produced or copied by any means or in any form without the prior permission of Silver Service Real Estate Pty Ltd.

Complaint Handling

How to make a complaint

Silver Service 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 from the relevant Silver Service representative, you can also make a complaint to your local Complaint Officer

Please provide as much detail as possible about your complaint, including the outcome you would like.

If you need help to describe or send your complaint, or if you would like to discuss your concerns informally first, please feel free to contact us.

How we will handle your complaint

We will oversee the complaints process. We are responsible for working with you and relevant agency staff, to ensure that the issues you raise 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.

How long will it take?

We will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised.

We will send you acknowledgment of receipt of the complaint within two business days. 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.

What action will we take in response to your complaint?

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 we might do include:

• take steps to rectify the problem or issue you have raised
• give you 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.

What if you still feel your complaint remains unresolved?

Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter to the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria.

EARS can deal with enquiries and complaints about real estate agents and offers information, advice and dispute resolution services on real estate issues.
You can telephone EARS on 1300 73 70 30 weekdays to discuss your complaint.

Due diligence checklist
https://www.consumer.vic.gov.au/duediligencechecklist