1. Lodging a Complaint
- Contact Channels: If you have a complaint, please contact us through any of the following methods:
- Phone: 0428882864
- Email: rachel.lawrie@stadiumre.com
- In-person: Visit us at our office during business hours
- Complaint Details: We encourage you to provide comprehensive details about the complaint.
- Fill up the form:
- Privacy and Confidentiality: All complaints are treated with confidentiality, and your privacy is respected throughout the process. Personal details and complaint information are handled in line with Australian privacy legislation.
2. Acknowledgment of Complaint
- Initial Response: Once we receive your complaint, you will receive a formal acknowledgment within two business days, which will:
- Confirm receipt of your complaint
- Provide you with the contact details of the representative handling your complaint
- Outline the expected time frame for investigation and resolution
- Contact Person: You will be assigned a dedicated complaints officer, typically a senior team member who will act as your point of contact throughout the process, ensuring transparency and clear communication.
3. Investigation of Complaint
- Objective and Fair Approach: Our approach is to investigate all complaints impartially. The complaints officer will thoroughly review any supporting documents, records, and other relevant information. They may also consult with other team members or departments to ensure an accurate understanding of the issue.
- Detailed Investigation: The investigation process may involve:
- Reviewing property files, communication logs, inspection reports, and other relevant documentation
- Conducting interviews with staff members or third parties involved in the complaint
- Cross-referencing information to ensure consistency and accuracy
- Timeline for Resolution: We aim to complete our investigations within 10 business days of acknowledging the complaint. If additional time is required, we will inform you of the delay, explain the reasons, and provide an estimated timeline for resolution.
4. Resolution of Complaint
- Notification of Outcome: After the investigation, we will provide you with a written response outlining:
- The findings of our investigation
- Any actions taken or proposed to resolve the complaint
- The rationale behind our decisions and actions
- Potential Resolutions: We approach each complaint on a case-by-case basis, and outcomes may include:
- A formal apology if appropriate
- An explanation or clarification regarding processes, procedures, or obligations
- Corrective actions such as contract adjustments, maintenance services, or financial remedies
- Changes to internal procedures to prevent future occurrences of similar issues
- Feedback Opportunity: We encourage you to share any additional feedback on the resolution to ensure complete satisfaction. If you feel further steps are required, please inform us within seven business days.
5. Escalation Process
- Internal Escalation: If you are not satisfied with the initial response, you may request a further review by senior management. This can be done by contacting the complaints officer and requesting an escalation. Senior management will prioritise escalated complaints and re-evaluate all aspects of the case.
- Response from Senior Management: Our senior management team will conduct a secondary investigation and provide a response within 10 business days. This response will include a final decision or further steps to resolve the complaint.
6. External Dispute Resolution
Referral to Consumer and Business Services (CBS): If you are still dissatisfied after the internal process, you may seek support from Consumer and Business Services (CBS) South Australia. CBS assists consumers and agents in resolving disputes in line with South Australian real estate regulations. You may contact CBS via:
- Phone: 131 882
- Website: https://www.cbs.sa.
gov.au/
CBS Process: CBS offers resources to help you understand your rights and responsibilities. Their team may facilitate mediation or suggest further legal avenues if needed.
Our Commitment to Continuous Improvement
At Stadium Real Estate, we believe that client feedback, whether positive or constructive, is crucial to our growth. We take all complaints seriously and leverage them to improve our services, team training, and customer satisfaction. Each complaint provides us with valuable insights to ensure we deliver the highest standards of service in the industry.
Thank you for helping us maintain our commitment to excellence, and for allowing us the opportunity to improve your experience with Stadium Real Estate.
