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Property Management Complaints

At Ray White City South Rentals our goal is to provide all clients with the best customer experience possible, however, we understand that sometimes complaints will arise. We welcome the opportunity to improve our service and if you feel like your experience with us has not been the best, we encourage your feedback.

If you are unsatisfied with the service or interactions you have had with our staff we ask that you please take the following steps:

Step 1 – Your Property Manager

Your property manager is the first point of contact and we recommend to please begin any complaint process by attempting to resolve this with them directly.

Step 2 – Email Manager

If Step 1 is not appropriate in your situation, please call or email me, Katie Adam and clearly identify the details surrounding any complaint or concerns you have. It helps at this stage to provide details around how you would ideally like to see your complaint or concerns resolved. I may ask you to put your complaint in writing to ensure all steps are properly recorded. You can use the contact form below or email me directly on katie.adam@raywhite.com

Step 3 – The Response

A reasonable timeframe will be requested to ensure the office can investigate your specific concerns or situation thoroughly, however, you can expect a response in no more than five working days with a formal follow-up to your complaint.

This response will likely be in writing. Part of the resolution process may require me – the Manager – to meet with you personally if needed to ensure the situation is resolved properly.

Step 4 – A Written Proposal

If it is required to meet with you personally and we are unable to come to an agreed resolution, or if you do not wish to meet, you will be provided with a written proposal outlining a suggested plan to resolve your complaint or concerns.

Step 5 – Respond To The Proposal

If you do not wish to accept any proposal that may be provided, you should advise me – the Manager – in writing within five working days of its receipt. You can, of course, suggest another way of resolving your complaint or concerns.

Step 6 – Implementation Or Mediation?

If I – the Manager – agrees to your preferred resolution, we will attempt to implement that resolution as soon as possible. If we decline your preferred resolution, we may invite you to mediate the dispute.

Step 7 – Next Available Avenue

If we agree to mediate but cannot reach an agreement to settle your complaint or concerns, then our process will conclude and we will direct you to your next available avenue. E.g. Tenancy Tribunal or Small Claims Court.


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