How to make a complaint

We value our clients, and we hope that they will form long-term relationships with us. If a complaint is received, we regard it as valuable feedback that will assist us to improve our services.

The Natgroup corporation has developed its own internal code of conduct to raise standards of service in the real estate industry. We are always striving to improve our service. On rare occasions circumstances may go wrong. Some people often need assistance if they feel they have not been treated fairly or with due respect.

Here is what to do if you need more help.

a) We recommend that you first raise your issue with the agent, representative or property manager who is handling your business.

b) If after a period of 5 days you feel that your concerns or issues are not being adequately addressed, you may escalate proceedings by writing a formal complaint. The complaint must contain:

• Your name, street address and contact phone number and be signed and dated by you.
• If relevant, the property that the complaint is in relation to.
• A brief description of the nature of the complaint and details of any correspondence relating to the complaint already entered into between any of the parties involved.
• Please send your complaint to:

Natgroup Estate Agents
Attention Customer Care Team
PO Box 1277
Oxenford QLD 4210

How we will handle your complaint

Your complaint will be reviewed by one of our Customer Care team, who are 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 strict 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 the staff member or representative to try to find a satisfactory solution.

How long will it take?

We will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised.

We will send you acknowledgement of receipt of the complaint by mail within 2 to 14 business days. We will provide you with an estimate of the likely timeline and will we try to finalise the matter within five business days.

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:
Take steps to rectify the problem or issue you have raised
Provide you with additional information or advice 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 further.

If you are not satisfied with the outcome from our Internal Dispute Resolution Process, we will advise you who to go to take the complaint further.