Complaint Procedure
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Carnelian Property Management (ABN 18 624 074 077) endeavours to provide our clients and the communities in which we serve with outstanding service. If for any reason you feel we have not lived up to your expectations and you need to raise a complaint, then the following should assist you.
How to make a complaint Our agency aims to make it easy for you to bring any problems or complaints to our attention. We recommend that you first raise your issue with the agent, representative or property manager who is handling your business. If you are not satisfied with the outcome, you can escalate your concerns to us by contacting the Director: Natalie Doolan Email: natalie@carnelianpropertymanagement.com.au Ph: 02 4062 7458 Please provide details of your complaint, including:
If you need help to describe or send your complaint, or if you would like to discuss your concerns informally first, please contact us. How we will handle your complaint Your complaint will be reviewed by the Director who is responsible for working with you and the relevant member of our team, 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 the strictest confidence. If we need to discuss any issues arising from your complaint with someone outside of our business, we will obtain your consent first. We will always try to give you a fair opportunity to explain your concerns. You should make your initial complaint as clear as possible. Sometimes it may be beneficial to arrange a meeting with you to try to find a satisfactory solution. How long will it take? It is our intention to resolve the matter as quickly as possible. The timeframe for resolution can vary however, depending on the nature and complexity of the issues you have raised. We will send you acknowledgement of receipt of the complaint within two business days. We will provide you with an estimate of the likely timeline and try to finalise the matter within five business days and will keep you updated through the process. What action will we take in response to your complaint? 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. There will be an element of assessment needed to determine the appropriate action. Some of the things we might do include:
What if you are still unhappy? Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter further. If you are still unhappy with the way your matter has been dealt with, you can raise your concerns with NSW Fair Trading at: https://www.fairtrading.nsw.gov.au/help-centre/online-tools/make-a-complaint |
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