Dispute Resolution Policy

Bendigo Real Estate is committed to providing a professional, transparent and fair service to
all clients and members of the public. We encourage anyone with a concern or complaint to
contact us so we can work with you to achieve a timely and reasonable outcome.

How to Make a Complaint

We aim to make it easy for you to raise any concerns with us. Wherever possible, we
encourage you to first discuss the matter directly with the agent, representative or property
manager involved.
If you remain unsatisfied, you may lodge a formal complaint using any of the following
methods:

  • Telephone (during business hours): 03 4443 5500 and ask to speak with our
    Complaints Officer
  • Email: info@admin
  • Post: 10 King Street, Bendigo VIC 355

Please include as much detail as possible about your concerns, including the outcome you
are seeking. If you require assistance with preparing your complaint, please contact us and
we will be happy to help.

How We Will Handle Your Complaint

Our Complaints Officer will manage the process and act as your primary point of contact.
They will work closely with relevant staff to ensure the issues raised are reviewed thoroughly
and handled in accordance with this policy.
We treat all complaints confidentially. If any external discussion is required to progress your
matter, we will seek your consent beforehand.
We will always ensure you have a fair opportunity to explain your concerns. In some cases,
we may request a meeting with you to discuss the matter and work toward a satisfactory
resolution.

Timeframes

We strive to resolve complaints as promptly as possible. Timelines may vary depending on
the nature and complexity of the matter.

  • Acknowledgement: You will receive written confirmation of your complaint within
    two business days.
  • Resolution Estimate: We will advise you of the expected timeframe to address your
    concerns.
  • Target Resolution: We aim to finalise most matters within five business days.


If additional time is required, we will keep you informed of progress.

Possible Outcomes

If your complaint is upheld, we will determine the most appropriate course of action. Our
response will be guided by the nature of your concerns and the outcome you are seeking.
Actions may include:

  • Taking steps to correct or improve the issue you have raised
  • Providing additional information or clarification about what occurred
  • Amending internal processes or procedures where your complaint highlights
    opportunities for improvement

If You Are Still Unhappy

If you are not satisfied with the outcome of your complaint, you may choose to escalate the
matter to the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria.
EARS provides information, advice and dispute resolution services relating to real estate
matters.

  • Telephone: 1300 73 70 30 (weekdays)