Complaining to a real estate agency about their service can be daunting but it’s often straightforward. If you have a problem with an agent or with real estate services they’ve provided, try the options below before contacting Consumer and Business Services (CBS).
Speak to the business
Visit the business or speak to them on the phone and explain the problem. It can help to have any contracts, paperwork or receipts with you when you speak with them. Remember to keep a record of your contact and include:
- the name and job title of the person you spoke with
- the dates you contacted them
- what was discussed, including what they suggested.
Contact the business in writing
A complaint letter or email that clearly states the problem and any purchase information - eg copy of the receipt - can help the business understand what needs to be fixed. This is also a record of your contact with them.
Consider using the Australian Competition and Consumer Commission's interactive complaint letter to write your letter and then copy, email or print it.
Use our sample letter of complaint to a real estate agency (17.0 KB DOCX) to help you include all the information the business needs.
Advice and conciliation
Consumer and Business Services (CBS) provide advice to consumers on fair trading matters to educate and give tools to consumers so that they may try and resolve the matter with the trader directly.
Our conciliation service is generally only offered when consumers have used reasonable attempts to resolve their disputes with traders, and where the matter has been assessed as suitable for conciliation. This includes an assessment of the level of detriment involved.
More serious matters may be assessed as suitable for a compulsory conciliation conference, which is usually undertaken face to face with all parties, including the CBS conciliator, in the same room. A trader who is asked by the Commissioner to attend a compulsory conciliation conference, must attend or risk being penalised.
CBS also undertakes voluntary conciliation conferences in person or by telephone.
Taking action through the court
CBS can't force a trader to provide a remedy, we can only offer conciliation as a free alternate dispute resolution service. If the business and you can’t agree on a solution, you can take action through the court.
Civil claims aren't as difficult as some court actions but they can still be stressful and take up your time. Getting independent legal advice before lodging a claim can help you make these decisions.
Civil Claims on the Courts Administration Authority website guides you through each step of formal legal action.
Reporting a business
If you're concerned that a business is acting unethically or isn't licensed you can report a business online or call 131 882. You may be asked to supply supporting documentation and can remain anonymous. CBS will then investigate your report.
