Complaint Handling Procedure

HOW TO MAKE A COMPLAINT

Healthcare Property Group aims to make the process easy for you to bring any concerns or complaints to our attention.

We suggest that you should first raise your issue with the agent or representative or property manager who is handling your business.

If you are not satisfied with the outcome from the relevant Healthcare Property Group representative, you can also make a complaint to our Complaint Officers as detailed below:

 

SALES AND LEASING

Phillip Apelbaum – Managing Director

E: phillip@healthcarepropertygroup.com.au

T: 03 9811 5111 M: 0419 559 555

Suite 1.01, 354 Tooroonga Road

Glen Iris Vic 3146

PROPERTY MANAGEMENT

Billie Stevens – General Manager

E: billie@healthcarepropertygroup.com.au

T: 03 9811 5110 M: 0414 664 693

Suite 1.01, 354 Tooroonga Road

Glen Iris Vic 3146

 

Please provide as much detail as possible about your complaint, including the outcome you would like.

If you need assistance to describe your complaint, or if you would like to discuss your concerns informally first, please feel free to contact us.

 

HOW WE WILL HANDLE YOUR COMPLAINT

The Complain Officer will oversee the complaints process and are responsible for working with your relevant agency staff, to ensure that the issues you raise are fully examined and that your complaint is handled in accordance with this process.

We will treat the process, and all the details of your complaint, in strict confidence.  Should we need to discuss any issues arising from your complaint with someone outside of the agency, we will obtain your consent prior.

We will always try to give your a fair opportunity to explain your case.  We ask that you make your initial complaint as clear as possible.  On occassions, we may want to meet you in person to discuss your concerns and try to find a satisfactory solution.

 

HOW LONG WILL THE PROCESS TAKE?

We will try to resolve your complaint as soon as possible.  However, how long this process takes will depend on the nature and intricacy of the issue you have raised.

We will send you acknowledgment of receipt of the complaint within 2 business days.    We will try to finalise the matter within 5 business days.

 

WHAT ACTION WILL WE TAKE IN RESPONSE TO YOUR COMPLAINT?

Upon review of your complaint, if we decide that your complaint is justified, we will then decide what course of action we should take in response.  We will always try to match our response to the nature of your complaint and your desired outcome, however this may not always be possbile.

Some of things we might include:

  • Take steps to rectify the issue you have raised
  • Provide you with additional information or advice so that you can understand what happened or how we have dealt with the situation
  • Take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things

 

WHAT IF YOU STILL FEEL YOUR COMPLAINT REMAINS UNRESOLVED?

Sometimes it will not be possible to resolve a complaint to everyone's satisfaction, and you might want to escalate the matter to the Estate Agents Resolution Services (EARS) at Consumer Affairs Victoria.

EARS can deal with enquiries and complaints about real estate agents and offers information, advice and dispute resolution services on real estate issues.

You can contact EARS on 1300 73 70 30 Monday - Friday to discuss your complaints.