Complaints & Dispute Resolution Policy

1. Purpose

Sleiman Real Estate is committed to providing professional, ethical and responsive service to all clients, landlords, tenants, purchasers, vendors, contractors and members of the public.

We recognise that concerns or complaints may arise from time to time and are committed to handling all complaints fairly, efficiently, confidentially and in a timely manner.

This policy outlines how complaints can be made and how they will be managed by Sleiman Real Estate.


2. Our Commitment

Sleiman Real Estate is committed to:

  • Treating all complainants with courtesy and respect;
  • Handling complaints objectively and impartially;
  • Investigating complaints promptly and fairly;
  • Maintaining confidentiality where appropriate;
  • Keeping all parties informed throughout the process;
  • Seeking practical and reasonable resolutions;
  • Using complaints as an opportunity to improve our services and procedures.

3. Making a Complaint

Where possible, concerns should first be raised directly with the staff member handling the matter, as many issues can be resolved quickly through discussion.

If you are not satisfied with the outcome, you may lodge a formal complaint by contacting:

Complaints Officer
Sleiman Real Estate

Address: 28 Domain Way, Taylors Hill VIC 3037
Phone: (03) 9337 7305
Email: [email protected]

To assist us in investigating your complaint, please provide:

  • Your full name and contact details;
  • Property address (if applicable);
  • Details of the complaint;
  • Relevant dates and events;
  • Copies of any supporting documentation;
  • The outcome you are seeking.

4. Complaint Handling Process

Upon receiving a complaint, Sleiman Real Estate will:

Step 1 - Acknowledgement

We will acknowledge receipt of the complaint within two (2) business days where reasonably practicable.

Step 2 - Investigation

The complaint will be reviewed by the appropriate manager or director who may:

  • Review relevant files and records;
  • Speak with involved parties;
  • Obtain additional information where required;
  • Consider applicable legislation, agreements and company policies.

Step 3 - Response

We will provide a written response outlining:

  • Our findings;
  • Any action taken or proposed;
  • Any available options for resolution.

Whilst some matters may require additional investigation, we aim to provide a substantive response within ten (10) business days.

Where additional time is required, we will keep the complainant informed of the progress of the investigation.

5. Confidentiality

All complaints will be handled confidentially and information will only be disclosed where reasonably necessary to investigate, resolve or respond to the complaint, or where disclosure is required by law.

6. Unreasonable Conduct

Sleiman Real Estate reserves the right to limit communication where a person engages in:

  • Abusive, threatening or offensive behaviour;
  • Harassment of staff or contractors;
  • Excessive or unreasonable contact;
  • Vexatious or frivolous complaints.

Any such conduct may result in communication being restricted to written correspondence only.

7. External Dispute Resolution

If you are not satisfied with our response, you may seek independent advice or contact the relevant authority, including:

Consumer Affairs Victoria

For information regarding consumer rights, estate agency obligations and tenancy matters.

Victorian Civil and Administrative Tribunal (VCAT)

For disputes relating to residential tenancies, owners corporations and other matters within VCAT's jurisdiction.

Real Estate Institute of Victoria (REIV)

Where applicable, concerns may also be raised with the relevant industry body.

8. Privacy Complaints

Privacy-related complaints are managed in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).

Privacy complaints should be directed to:

Privacy Officer
Sleiman Real Estate
Email: [email protected]

9. Continuous Improvement

Sleiman Real Estate regularly reviews complaints and feedback to identify opportunities to improve our systems, procedures and service standards.

We value feedback and are committed to maintaining the highest standards of professionalism and customer service.

Sleiman Real Estate
28 Domain Way, Taylors Hill VIC 3037
Phone: (03) 9337 7305
Email: [email protected]