Complaint Handling and Dispute Resolution Policy

How to make a complaint

Woodards aims to make it easy for you to bring any problems or complaints to our attention.

1. You should first raise your issue with the agent, representative or property manager who is handling your business.
2. If you are not satisfied with the outcome, you can make a complaint to the Principal Director of the office handling your business.  Click here for the contact details of the relevant office.

Should you still be dissatisfied after attempting steps 1 and /or 2 above, you may direct your complaint in writing to Woodards Head Office by email to [email protected] or by post to:

The Operations Manager
Woodards Real Estate
PO Box 387
Camberwell VIC 3124

In all instance, you should provide as much detail as possible about your complaint, including the outcome you would like to achieve.

How we will handle your complaint

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

We will always try to give you a fair opportunity to explain your case. You should make your initial complaint and the desired outcome as clear as possible. Sometimes we may want additional information or a meeting to find a satisfactory solution.

How long will it take?
How long it takes to resolve your complaint will depend on the nature and complexity of the issues you have raised and if more information is required.

What action will we take in response to your complaint?
We will review all the information and will always try for a successful resolution, but this may not always be possible.

Some of the things we might do include:

• take steps to rectify the problem or issue you have raised
• give you additional information or advice so you can understand what happened or how we have dealt with your situation
• take steps to change our policies or procedures if your complaint identifies a problem in our practices.

What if you’re dissatisfied with the outcome?
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you may want to escalate the matter to Consumer Affairs Victoria (CAV).

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

You can telephone CAV on 1300 73 70 30, Monday to Friday, 9:00 am to 5:00 pm to discuss your complaint or open an online complaint from by clicking here.