Customer Service


OUR COMMITMENT TO YOU.


We aim to do our best to provide a good service, in a polite, efficient and fair way but we know that sometimes things go wrong.

When this happens we would like to let you know, then we can try to put matters right. We take all complaints about our service very seriously and will endeavour to deal with your complaint promptly.

To ensure we have all the facts necessary to investigate your complaint we have a step by step procedure for you to follow.

Following this procedure will enable us to expedite your complaint to a mutually satisfactory resolution.

When to Complain

      
If you are dissatisfied with any aspect of our service

If we have failed to follow our policies and procedures

If we have failed to carry out a repair in a reasonable time (Prop Mgt)

If we have not returned your calls or not replied to our correspondence

If you believe we have discriminated against you

If you have had a problem with one of our employees

THE COMPLAINTS PROCEDURE

STAGE 1

The most effective way of resolving a problem is to give the person involved the opportunity to discuss your dissatisfaction with you informally. Before you decide to make a formal complaint we therefore ask you to try to resolve the matter with the person concerned.

STAGE 2

If you cannot resolve please put your complaint in writing and send it to:

Attention Licensee

Oceanside Realty

Shop 14, Mullaloo Plaza, Koorana Rd

Mullaloo

6027

Or email to: licensee@oceansiderealty.com.au

We will acknowledge your letter or email within 3 working days. There will be a full investigation and you will receive a written reply within 10 working days. All complaints are tracked to ensure we adhere to this procedure.

STAGE 3

If you feel you have not received a reasonable response to your complaint under stage 1, you can write for the attention of the Property Management Director within 10 working days of the receipt of the response to Stage 1.

The Director will conduct a separate review of your complaint and respond to you in writing within 10 Working days to inform you of the decision. Your complaint and the way it has been handled will be considered.

Please address your letter to either:

Property Management Director


Oceanside Realty

Shop 14, Mullaloo Plaza, Koorana Rd

Mullaloo

6027

WHAT THIS PROCEDURE DOESN’T COVER

      
Everyday matters such as reporting or chasing a repair.

Accounts queries


Complaints about one resident about another

These should be directed to:

reception@oceansiderealty.com.au

PLEASE NOTE

It may be tempting to withhold payment of your rent. We ask you do not take this approach as it often makes a difficult situation worse.

This process may not cover all complaints and we reserve the right to change process and responsibilities depending on circumstances.