Estate agency complaint handling and dispute resolution policy

How to make a complaint

Lindellas (Vic) Pty Ltd 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, there are a number of options to make a complaint to us.
You can contact us:
By Telephone (during business hours):
Telephone 03 9838 1388 and ask to speak to Dennis Dellas (Officer in Effective Control-Director) or Eric Lin (Director)
By Fax:
03 9838 1399
Attention to Dennis Dellas (Officer in Effective Control-Director) or Eric Lin (Director)
By Post:
1, 899 Whitehorse Road, Box Hill Vic 3128
Attention to Dennis Dellas (Officer in Effective Control-Director) or Eric Lin (Director)
Please provide as much detail as possible about the nature of the complaint, including the outcomes 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 us.
How we handle your complaint
Our complaints officer will oversee 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 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 endeavor to resolve your complaint as soon as possible. However, the length of time will depend on the nature and complexity of the issue you have raised.
You will achieve acknowledge of receipt of the complaint from us within two business days. We will give you an estimate of how long it may take us to deal with the matter and we will endeavour to finalise the matter within five 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 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 include:
• Take steps to rectify the problem or issue you have raised.
• Provide you with additional information or advise 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’re still unhappy?
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 (CAV).
EARS is able to deal with enquires and complaints and real estate agents. The service has been established within CAV to offer a dedicated service of information, advice and dispute resolution on real estate issues.You can telephone EARS on 1300 55 81 81 weekdays to discuss your complaint.
“This Estate agency complaint handling and dispute resolution policy is in accordance with the guidelines of Consumer Affairs Victoria”