Complaints Handling Policy – Ed Silk Byron Bay

1. Purpose

At Ed Silk Byron Bay, we are committed to providing professional, ethical, and compliant real estate sales services in accordance with NSW legislation. This policy outlines how we handle complaints relating to our sales activities.  

2. Scope

This policy applies to complaints regarding:

  • Residential and commercial property sales
  • Conduct of sales agents and representatives
  • Marketing and advertising of properties
  • Negotiation and handling of offers
  • Communication with buyers and vendors

3. Legislative Framework

Our complaints handling process is aligned with:

  • Property and Stock Agents Act 2002 (NSW)
  • NSW Fair Trading guidelines
  • Australian Consumer Law (ACL)

4. What is a Complaint?

A complaint is any expression of dissatisfaction regarding our services, including concerns about:

  • Misrepresentation of a property
  • Handling of offers (including multiple offers or gazumping concerns)
  • Agent conduct or professionalism
  • Disclosure obligations
  • Delays or lack of communication

5. How to Lodge a Complaint

Complaints can be submitted via:

Please include:

  • Your full name and contact details
  • Property address involved
  • Details of the complaint
  • Supporting documents (if applicable)

6. Complaints Handling Process


Step 1: Acknowledgement

We will acknowledge your complaint within 7 business days.

Step 2: Assessment

The complaint will be reviewed by the Licensee in Charge (LIC) or a senior manager.

Step 3: Investigation

We will:

  • Review sales records, correspondence, and agreements
  • Interview relevant staff
  • Assess compliance with legislation and agency procedures

Step 4: Resolution

We aim to provide a resolution within 10 business days. If more time is required, we will notify you.

Step 5: Outcome Notification

You will receive a written response outlining:

  • Findings
  • Actions taken
  • Any proposed resolution

7. Possible Outcomes

Outcomes may include:

  • Explanation of the sales process or legal obligations
  • Formal apology
  • Corrective action or staff retraining
  • Adjustment to processes or procedures

8. Escalation Options

If you are not satisfied with our response, you may escalate your complaint to:

  • NSW Fair Trading
  • NSW Civil and Administrative Tribunal (where applicable)

We will provide guidance on how to proceed if escalation is requested.

9. Confidentiality and Privacy

All complaints will be handled confidentially and in accordance with privacy laws. Information will only be used to investigate and resolve the complaint.

10. Record Keeping

We maintain a Complaints Register to:

  • Track all complaints and outcomes
  • Identify trends and systemic issues
  • Support continuous improvement and compliance

11. Continuous Improvement

Complaint data is reviewed regularly by management to:

  • Improve customer service
  • Ensure compliance with NSW real estate laws
  • Enhance transparency in the sales process

12. Accessibility

We are committed to making our complaints process accessible. Assistance is available upon request.

13. Contact Us

Ed Silk Byron Bay

Suite 2/6 Jonson Street, Byron Bay NSW 2481

(02) 66 80 86 68

privacy@edsilkbyronbay.com.au

“If you have a concern about a property sale or our service, please contact us directly so we can resolve the issue promptly. If you are not satisfied with our response, you can contact NSW Fair Trading.”