How to make a complaint

Provincial Property Advocacy 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 via:

Considerations for buying your first home…

  • Phone: From 9am to 5.30pm, call (03) 9650 0399 and ask for Tara Yosklang, our marketing manager.
  • E-mail: information@provincialgroup.com.au
  • Fax: Contact Tara Yosklang at (03) 9650 9634
  • Post: G2/ 125-139 Rathdowne Street, Carlton VIC 3053

Please provide as much detail as possible about the nature of the complaint, including the outcome that you would like. If you need assistance in describing or making the complaint or if you would like to discuss your concerns informally first, please feel free to contact us.

How we can handle your complaint

Management will oversee the complaint process. This person is responsible for liaising with you and with the relevant agency staff to ensure that the issues that 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 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 acknowledgement of receipt of the complaint from us within two business days. We will give you an estimate of how long it will 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 think 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 it may not always be possible.

Some of the things we might do include:

Taking steps to rectify the problem or issue you have raised
Providing you with additional information or advice so you can understand what happened or how we dealt with it.
Taking 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, you might want to escalate the matter to Estate Agents Resolution Services (EARS) at Consumer Affairs Victoria (CAV). EARS is able to deal with enquires and complaints about real estate agents. The Service has been established within CAV to offer a dedicated service for information, advice and dispute resolution on real estate issues. You can call EARS on 1300 73 70 30 weekdays to discuss your complaint.