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Complaint Handling and Dispute Resolution Policy


Colliers International (Victoria) Pty Ltd

How to make a complaint

At Colliers we strive to do what’s right for our clients and invest in relationships to deliver enduring value. We love to hear when our team has delivered memorable service and exceeded our client’s expectations. But more importantly, we also want to know if we've let you down so we can make things right.

In the first instance, you should 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:

  • telephone (during business hours): call 03 9629 8888 and ask to speak to Colliers’ Legal & Risk Department.
  • email: legal.asiapacific@colliers.com
  • post:  Legal & Risk 
      Colliers
      Level 30, 367 Collins Street, Melbourne VIC 3000

In order to assist you, please provide us with the following information:

  • your name, telephone number, and email address;
  • the name of the agent, representative, or property manager who manages your business and responded to your complaint initially;
  • whether your complaint relates to our people, services, website, communications, or something else;
  • as much detail as possible about your complaint and the events leading up to it;
  • how we can best resolve this issue for you; and
  • any documents or other information relevant to your complaint

If you need help to describe or send your complaint, or if you would like to discuss your concerns informally first, please feel free to contact us.

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, all the details of your complaint, and all documents provided by you to us, 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. We may request additional information or documentation from you, and 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 acknowledgment 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, unless we advise otherwise, 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 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.