Results Confirm That Complaints Have Decreased!
Complaints recorded on the NSW Fair Trading Complaints Register are out for October.
According to the register, complaints for Real Estate Agents have decreased in the month of October. Although the number of Real Estate groups recorded has risen to 5, the number of total complaints has dropped to 82. This is lower than the 90 total complaints that were registered in the first month of records in July.
In July 2016 there was a total of 90 complaints. Out of the 90 complaints for 21 related to sales and property management and 69 related to residential tenancy.
In October 2016 there was a total of 82 complaints. Out of the 82 complaints 18 were related to sales, 6 were related to Bonds, 13 were related to property management, 3 to Strata, 1 to employment and 39 to residential tenancy which is a significant decrease in this one area.
Location data has now been added to the register. To find the location details, click on the name of the group/company and this will open the details screen.
Complaint handling and dispute resolution
With so many more ways that consumers can lodge complaints online, such as ‘rate my agent’, principals need to strictly monitor complaints and endeavour to rectify any volatile situation before it blows out of control.
Suggested methods
- Ask all staff to bring any customer concerns or complaints to your attention – include time in your weekly meetings to check in with staff.
- Ask the receptionist to write all complaints in your complaints register. Ask the receptionist to alert you as to any points of interest.
- Be vigilant online and check for any possible complaints on all of your social media pages and make sure that you respond appropriately.
- Get into the habit of checking your name and your company name in Google to see if there has been any negative comments, reviews or articles.
To view the register online – Click Here