Complaints

COMPLAINT MANAGEMENT POLICY & PROCEDURE
Coastal Edge Property Pty Ltd

1. Purpose

This policy outlines how Coastal Edge Property manages and resolves complaints in a fair, transparent, and timely manner.

 

2. Definition of a Complaint

A complaint is any expression of dissatisfaction made by a vendor, tenant, landlord, or third party regarding our services, including but not limited to:

• Sales

• Rent payments (including Centrepay)

• Property management services

• Communication or conduct of staff

 

3. How Complaints Can Be Made

Complaints may be lodged via:

• Email

• Phone

• In writing

• In person at our office

All complaints will be recorded in our internal system.

 

4. Complaint Handling Process

Step 1: Acknowledgement

• Complaints will be acknowledged within 2 business days

Step 2: Assessment & Investigation

• The complaint will be reviewed by the relevant Sales agent,  Property Manager or Licensee-in-Charge

• Relevant records will be examined

Step 3: Response

• A response will be provided within 5–10 business days

• If more time is required, the complainant will be informed

Step 4: Resolution
Possible outcomes include:

• Explanation of the issue

• Correction of an error

• Refund or adjustment (if applicable)

• Process improvement

 

5. Escalation Process

If the complainant is not satisfied:

• The complaint will be escalated to the Licensee-in-Charge / Director

• A final internal review will be conducted

If still unresolved, the complainant may contact:

• NSW Fair Trading

• Or relevant external dispute resolution bodies

 

 

6. Record Keeping

• All complaints and outcomes are recorded and retained

• Records are kept confidential and handled in accordance with privacy laws

 

7. Continuous Improvement

• Complaints are reviewed periodically to identify trends

• Improvements are implemented where necessary

 

8. Contact Details

0413 012 828 or meredith@coastaledgeproperty.com.au