Complaints and Dispute Resolution

We are always looking for ways to improve how we go about our business including our level of service. Sanctuary Lakes Real Estate aims to make it easy for you to bring any problems or complaints to our attention.

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, there are a number of options available to make a complaint to us.

You can contact Fadi Saad, Director and Officer in Effective Control –

  • By telephone during business hours – 9394 2600 in the first instance. You may then be asked to lodge your complaint in writing.
  • By email –
  • By fax – 9394 2610
  • By post – Shop 3 Sanctuary Lakes Shopping Centre, Point Cook Road, Point Cook 3030

Please provide as much detail as possible about the nature of your complaint.

Your complaint will be acknowledged and an indication of when you are likely to receive a response will be given.

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.
  • Provide you with 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.

If the matter cannot be resolved, you may contact The Estate Agents Resolution Service at the Department of Consumer Affairs on 1300 737 030 or the Victorian Civil and Administrative Tribunal on 03 9628 9700.