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Dispute Resolution

G.J McDonald & Co Real Estate actively encourages feedback on our service and performance. Often complaints are misunderstandings that can be resolved quickly, where possible you should first raise your issue with the Agent, Sales Representative or Property Manager with whom you are dealing. If you are still not satisfied with the outcome please contact our Complaints Officer Samantha Davison on 0409 192 290  or sam@mcdonaldco.com.au and provide her with as much detail as possible including the outcome you would like to see in order to resolve the matter.

Our Complaints Process

We will treat the process and all details of the complaint with strict confidence, should we need to consult anyone outside the agency we will first obtain your approval.

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 be contacted within two business days advising we have received your complaint. We will provide an estimate of how long it may take to resolve the matter and will endeavour to finalise the matter within five business days.

What action will we take in response to you 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
  • 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.

If you are still unhappy?

Sometimes it is not possible to resolve a complaint to everyone’s satisfaction and you may wish to take it further by contacting the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria (CAV). EARS is a service established within CAV offering a dedicated service for information, advice and dispute resolution on real estate issues. You can telephone EARS on 1300 737 030 week days to discuss your complaint.