Bedford Dewar Real Estate Pty Ltd

COMPLAINTS HANDLING POLICY

Version: 1.0

Effective Date: July 2026

Review Frequency: Annually or following legislative change

Document Control

Version Date Author Approved By Review
1.0 July 2026 Bedford Dewar Real Estate Pty Ltd Director Annual

Table of Contents

  1. Purpose
  2. Scope
  3. Our Commitment
  4. Guiding Principles
  5. What is a Complaint?
  6. How to Make a Complaint
  7. Complaint Handling Process
  8. Response Timeframes
  9. Privacy and Confidentiality
  10. Escalation of Complaints
  11. External Review
  12. Continuous Improvement
  13. Contact
  14. Document Control
  1. Purpose

Bedford Dewar Real Estate Pty Ltd (“Bedford Dewar Real Estate”, “we”, “our” or “us”) is committed to resolving complaints fairly, respectfully, efficiently and promptly.

This Policy outlines the process for receiving, investigating and resolving complaints relating to our services, employees, website and business operations.

This Policy should be read together with our:

  • Privacy Policy
  • Website Terms of Use
  • Website Disclaimer
  • Cookie Policy
  1. Scope

This Policy applies to complaints relating to:

  • Residential Property Management
  • Residential Leasing
  • Owners Corporation Management
  • Customer service
  • Website enquiries
  • Privacy matters
  • Administrative processes
  • Communications with our office
  1. Our Commitment

We are committed to:

  • treating complainants respectfully;
  • acknowledging complaints promptly;
  • investigating complaints impartially;
  • responding professionally;
  • resolving complaints where possible;
  • identifying opportunities for continuous improvement.
  1. Guiding Principles

When managing complaints we will:

  • act fairly;
  • maintain confidentiality where appropriate;
  • communicate openly;
  • keep accurate records;
  • comply with applicable legislation;
  • seek practical and reasonable outcomes.
  1. What is a Complaint?

A complaint is any expression of dissatisfaction regarding:

  • our services;
  • our conduct;
  • our communication;
  • delays;
  • administrative processes;
  • website information;
  • privacy issues;
  • any other aspect of our business operations.

Complaints may be made by:

  • property owners;
  • landlords;
  • tenants;
  • Owners Corporations;
  • committee members;
  • contractors;
  • members of the public.
  1. How to Make a Complaint

Complaints may be submitted by:

Email

laura@bedforddewarrealestate.com.au

Telephone

(03) 9459 5244

Post

Privacy Officer

Bedford Dewar Real Estate Pty Ltd

PO Box 462

Rosanna VIC 3084

Where possible, complaints should include:

  • the complainant’s name;
  • contact details;
  • details of the complaint;
  • supporting documentation (if applicable);
  • the outcome sought.
  1. Complaint Handling Process

Upon receiving a complaint we will generally:

Step 1

Acknowledge receipt of the complaint.

Step 2

Review the information provided.

Step 3

Investigate the issues raised.

Step 4

Where necessary, seek further information from relevant parties.

Step 5

Provide a response outlining our findings and any proposed resolution.

  1. Response Timeframes

Whilst timeframes may vary depending upon complexity, Bedford Dewar Real Estate aims to:

  • acknowledge complaints as soon as reasonably practicable;
  • investigate complaints promptly;
  • keep complainants informed where investigations require additional time;
  • provide a written response within a reasonable timeframe.

Complex matters involving third parties or legal issues may require additional time.

  1. Privacy and Confidentiality

Complaint information will be managed confidentially wherever practicable.

Personal information collected during the complaints process will be handled in accordance with our Privacy Policy and applicable privacy legislation.

Information will only be disclosed where authorised by law or reasonably necessary to investigate or resolve the complaint.

  1. Escalation of Complaints

Where a complainant remains dissatisfied after our initial response, they may request an internal review.

Where appropriate, Bedford Dewar Real Estate may refer the complainant to an external dispute resolution body or regulator.

  1. External Review

Depending on the nature of the complaint, external organisations may include:

  • Consumer Affairs Victoria;
  • Office of the Australian Information Commissioner (for privacy matters);
  • Victorian Civil and Administrative Tribunal (where appropriate);
  • other regulatory authorities with relevant jurisdiction.

Nothing in this Policy limits any legal rights available under Australian law.

  1. Continuous Improvement

Complaint outcomes assist Bedford Dewar Real Estate to:

  • improve customer service;
  • identify training opportunities;
  • improve business systems;
  • strengthen internal processes;
  • reduce future complaints.

Complaint records are reviewed periodically to assist continuous improvement.

  1. Contact

Privacy Officer

Bedford Dewar Real Estate Pty Ltd

PO Box 462

Rosanna VIC 3084

Phone: (03) 9459 5244

Email: laura@bedforddewarrealestate.com.au

  1. Document Control

Document Owner: Bedford Dewar Real Estate Pty Ltd

Version: 1.0

Effective Date: July 2026

Review Frequency: Annually or following legislative change

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