ilookproperty’s complaint handling and dispute resolution policy
How to make a complaint
ilookproperty aims to make it easy for clients to bring any problems to our attention.
The issue should first be raised with the agent, representative or property manager handling the client’s business.
If not satisfied with the outcome, a complaint can be made to us by:
- telephone (during business hours): call 07 5437 8393 and ask to speak to Edwin Limque
- email: manager@ilookproperty.com.au
- post: PO Box 221, Buddina QLD 4575
We ask for as much detail as possible about each complaint, including the desired outcome.
If help is needed describing or sending a complaint, or the client would like to discuss their concerns informally, we encourage contacting us through email or phone.
How we handle a complaint
Our complaints officer will oversee the complaints process. They are responsible for working with the client and relevant agency staff to ensure that the issues raised are thoroughly examined and that the complaint is handled well.
We will treat the process and all the complaint details in strict confidence. We will obtain consent first to discuss a complaint with someone outside the agency.
We will always give a fair opportunity for our clients to explain their case. It is best to make the initial complaint as clear as possible. Sometimes, we may want to meet the complainee in person to discuss their concerns and try to find a satisfactory resolution.
How long will it take?
We will try to resolve all complaints as soon as possible. However, how long this takes will depend on the nature and complexity of the issues raised.
We will send you acknowledgment of receipt of the complaint within two business days. We’ll estimate how long it may take us to deal with the matter and will try to finalise the case within five business days.
What action will we take in response to a complaint?
If we believe the complaint is justified, we will decide what action to take in response. We always try to match our response to the nature of a complaint and the desired outcome, but this may not always be possible.
Some of the things we may enact include:
- taking steps to rectify the problem or issues raised
- give additional information or advice so an understanding can be reached
- take steps to change our policies or procedures if the complaint identifies a problem in how we do things.
What if the client is still unhappy?
Sometimes, resolving a complaint to everyone’s satisfaction will not be possible, and the client may want to escalate the matter to another relevant authority.
After referring your concerns to the real estate agency, enquiries and complaints about real estate agents should be directed to the Office of Fair Trading at the following address: