Important Info

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361 Degrees Real Estate, its directors, partners, employees and related entities responsible for maintaining this website believe that the information contained on this website is correct. However, no representation or warranties of any nature whatsoever are given, intended or implied, and you should rely on your own inquiries as to the accuracy of any information or material available from this website.
Please note that information provided on this website is general information only, is subject to change without notice and should not be relied on as a substitute for legal, financial, real estate or other expert advice. 361 Degrees Real Estate disclaims all liability and responsibility, including for negligence, for any direct or indirect loss or damage suffered by any person arising out of any use of this website or any information or material available from it.

Estate agency complaint handling and dispute resolution policy

Here at 361 Degrees Real Estate, we pride ourselves on our infallible customer service. In order for us to provide such a high standard of service we make it easy for you to bring any problems or complaints to our attention.

How to make a complaint

You should first raise your issue with the agent, representative or property manager who is handling your business. If you are not satisfied with the outcome, you can make a complaint to us by getting in contact with the appropriate management department. Please provide as much detail as possible about your complaint, including the outcome you would like.    
Office Management
Werribee


Head office
Kamal Bagga
Director
E: kamal.bagga@361realestate.com.au
T: 0433 000 099

Courtney Leitch
Assistant
E: Courtney.leitch@361realestate.com.au
T: 0488 444 428
Tarneit Dinu Sangroha
Director
E: dinu.sangroha@361realestate.com.au
T: 0424 180 786
Sanj Pahil
Director / O.I.E.C
E: sanj.pahil@361realestate.com.au
T: 0433 575 010
Thomastown Kalley Singh
Director
E: kalley.singh@361realestate.com.au
T: 0433 575 010
Sunil Kumar
Director
E: sunil.kumar@361realestate.com.au
T: 0402 487 830
Caroline Springs Surinder Sarain
Managing Director
E: surinder.sarain@361realestate.com.au
T: 0430 160 313
   

How we will handle your complaint

Our complaints officer will oversee the complaints process. This person is responsible for working with you and 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. 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 as clear as possible. Sometimes we may want to meet you in person to discuss your concerns and try to find a satisfactory solution.

How long will it take?

We will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised.We will send you acknowledgement of receipt of the complaint within two business days. We will give you an estimate of how long it may take us to deal with the matter and we will try to finalise the matter within five business days.

What action will we take in response to your complaint?

If we decide that your complaint is justified, we will then decide what action we should take in response. We will always try to match our response to the nature of your complaint and your desired outcome, 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 it
  • take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things.

What if you’re still unhappy?

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 Service (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.