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We value our clients, and we hope that they will form long-term relationships with us. If a complaint is received, we regard it as valuable feedback that will assist us to improve our services.
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The Natgroup Corporation has developed its own internal code of conduct to raise standards of service in the real estate industry. We are always striving to improve our service. On rare occasions circumstances may go wrong. Some people often need assistance if they feel they have not been treated fairly or with due respect. Here is what to do if you need more help.
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If you have a complaint or disagreement with a decision made by us or anyone representing us, please talk it over with the staff member or representative.
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| b) |
If after a period of 5 days you feel that your concerns or issues are not being adequately addressed, you may escalate proceedings by writing a formal complaint. The complaint must contain:
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Your name, street address and contact phone number and be signed and dated by you.
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If relevant, the property that the complaint is in relation to.
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A brief description of the nature of the complaint and details of any correspondence relating to the complaint already entered into between any of the parties involved.
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Please send your complaint to the Principal/Licensee of the office it is in relation to.
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Our customer service staff will contact you within 2 to 14 business days of receiving your complaint. If it takes longer, we will keep you informed of progress regularly. We will advise you how long it will take to investigate and advise you promptly in writing of the outcome. The Internal Dispute Resolution representative who will be assigned to you will have had no previous involvement in the decision.
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| c) |
If you contact the related offices Principal/Licensee but you are not satisfied with the response that you receive you can contact the Natgroup Corporation Head Office Customer Service Officer at PO Box 581, Ormeau, Queensland, 4208. The Natgroup Customer Service Officer is a representative of our franchisor who will attempt to mediate between you and us to resolve your concerns and will treat your complaint seriously.
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If you are not satisfied with the outcome from our Internal Dispute Resolution Process, we will advise you who to go to take the complaint further.
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