Policy Statement

Hutchinson Real Estate encourages and places a high value on feedback from its clients and customers. We are committed to ensuring that feedback in terms of complaints is dealt with in a confidential, fair and timely manner.

Scope

This policy applies to all services or actions and the conduct of all representatives of Hutchinson Real Estate.

Complaints Management

The issue should firstly be raised with the Sales Consultant or Property Manager concerned. If it cannot be resolved you can:

Phone (during business hours) – 08 9192 1677 and ask for the General Manager or Principal

Email – gm@hutchrealestate.com.au

Mail – PO Box 9, Broome WA 6725, attention General Manager

Please provide as much information as possible including what you feel is an appropriate outcome. All complaints will be fully investigated and where possible all persons involved interviewed.

Where appropriate we will:

  • Rectify the issue
  • Reconsider a decision
  • Change our policies/practices to prevent a recurrence
  • Provide you with further information so that you better understand the issue
  • Take action to modify staff behaviour

If the complaint cannot be resolved you may wish to refer to the Department of Mines, Industry Regulation and Safety – Consumer Protection on 1300 304 054.

Complaints Management Principles

Complaints are managed according to the principles of:

Customer focus – we are committed to effective complaint handling and values feedback through complaints.

Visibility – information about how and where to complain is publicised on our website.

Responsiveness –complaints will be acknowledged within 2 business days and where possible finalised within 5 working days.

Objectivity and fairness – complaints will be fully investigated and dealt with in an equitable and objective manner. Where possible all persons involved with be given the opportunity to present their position.

Confidentiality – details and information related to complaints are kept in strict confidence.

Remedy – if the complaint is upheld we will endeavour to match the remedy to the outcome required by the complainant.

Continuous Improvement – we value feedback and treat complaints as a source of improvement.

Feedback

Complainants will be advised of the outcome as soon as practical once the investigation is complete.