If you have feedback we want to hear about it.
We listen to our customers and members. You can trust that we take your feedback onboard. We take pride in what you think we do well, and we learn from what you think we could do better.
If you want to commend one of our agents or our team, please let us know by email Annabelle.ross@raywhite.com or visiting us on google. We take your words, pass them on to the agent, office and their principal, and our leadership team so that good work is celebrated.
If you feel we haven’t delivered on what we promised, let us know and we’ll look into it for you. We take all concerns seriously and every complaint is fully investigated by liaising with you and the Principal of the Ray White agent in question. If you would prefer us to keep the information you send us confidential, please tell us. We’ll let you know what we’re doing about your complaint as soon as possible.
At Ray White AKG, we strive to provide exceptional service to all our clients and customers, including buyers, sellers, landlords, tenants, and subcontractors, as well as our internal staff and team members. However, we understand that there may be occasions when our service does not meet expectations. To address these instances promptly and effectively, we have established a comprehensive complaints management procedure. Each complaint is handled with the utmost care, confidentiality, and professionalism.
Procedure for Clients and Customers
1. Lodging a Complaint
In-Person/Phone: Visit our office or call us directly to speak with Annabelle Ross or a designated member of our management team.
Email: Send an email detailing your complaint to annabelle.ross@raywhite.com
Online Form: Complete the complaints form on our website under the “Contact Us” section.
2. Acknowledgement
Upon receiving a complaint, we will acknowledge receipt within 2 business days. This acknowledgement will include the name and contact details of the person handling the complaint.
3. Investigation
Annabelle Ross will conduct a thorough investigation of the complaint. This may involve contacting the complainant for further details, interviewing relevant staff members, Lodging an internal investigation and reviewing any necessary documentation.
4. Resolution
We aim to resolve all complaints within 10 business days. If additional time is required, we will inform the complainant of the expected timeframe and the reasons for the delay.
Possible resolutions include an apology, an explanation, corrective action, or compensation if deemed appropriate.
5. Follow-Up
Once a complaint is resolved, we will follow up with the complainant to ensure satisfaction with the resolution and gather feedback on the process.
6. Escalation
If the complainant is not satisfied with the resolution, they may request that the complaint be escalated to our office Principal. If necessary, we will provide information on how to contact external bodies such as the RTA or REIQ for further assistance.
By adhering to this procedure, Ray White AKG commits to handling all complaints with fairness, transparency, and efficiency in compliance with RTA and REIQ legislations.