Complaints Handling

Our Mission

To provide the best real estate service in the area, based on the highest standard of ethics, values and client care. In so doing, we will earn the loyalty and trust of home sellers and buyers, landlords and tenants who will become our lifelong clients and friends because we always place their interests ahead of our own.

This is our mission. We will live up to it in everything we do. Our success will always be measured by the happiness and loyalty of our clients.

If we don’t live up to or deliver the level of service that you expect we want to hear about it. The only way we can improve is to hear how we have let you down.

If you feel that we have not delivered the very best real estate service available please let us know. We will take your complaint seriously and we will acknowledge and respond as soon as practicable after receiving it.

How To Make A Complaint

Real Estate 1st aims to make it easy for you to bring problems or complaints to our immediate attention.

You should first raise your issue with the Agent, Sales 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 our office.

You can contact us:

  • By Telephone (during business hours) 9847 0584 & ask to speak to The Principal (Matthew Fitzgerald)
  • By Email: - Attention to the Principal
  • By Fax: 03 9847 0658 - Attention to the Principal
  • By Post: 36 Railway Avenue Ringwood East VIC 3135 - addressed to the Principal

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

If you need assistance in describing or making a complaint or if you would like to discuss your concerns informally first, please feel free to contact our office.

How We Will Handle Your Complaint

Our Complaints Officer will administer the complaints process. This person is responsible for liaising with you and with 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 make every attempt to treat the process, and all the details of your complaint, in confidence. However, we may need to discuss any issues arising from your complaint with person(s) involved outside of the agency.

We will always try to give you a fair and reasonable opportunity to explain your case. You should make your initial complaint as clear as possible. Sometimes we may want to meet with you in person to discuss your concerns & try to find a satisfactory solution.

How Long Will It Take?

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 acknowledgment of receipt of the complaint from us within two (2) business days. We will give you an estimate of how long it may take our office to deal with the matter and we will endeavour to finalise the matter within five (5) business days.

What Action Will We Take In Response To Your Complaint?

If we decide that your complaint is justified, we will then decide what action should be taken 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 May Include:

  • Take necessary steps to rectify the problem or issue you have raised.
  • Provide you with additional information or advice so you can understand what has transpired or how we have dealt with it.
  • Take steps to change our Policies or Procedures if your complaint identifies a problem within our Organisation.


What If You Are Still Unhappy?

Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you may want to escalate the matter to the Real Estate and Business Agents Supervisory Board (a division of the Department of Consumer and Employee Protection). You can telephone REBA on 1300 30 40 64 weekdays to discuss your complaint.

Address your complaint to:

Matthew Fitzgerald, Principal Real Estate 1st Pty Ltd 36 Railway Avenue Ringwood East 3135 Ph: 9847 0584 Email:  Should you be unhappy with the outcome of our internal hearing of your complaint, you can refer the matter to the Estate Agents Resolution Service (EARS) on 1300 737 030.

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