This is how our support process works, and what happens when you submit a request.
Who we are
First National Real Estate is a not-for-profit marketing cooperative.
Members offices of the network operate wholly independent businesses and are licensed to use the First National Real Estate brand.
Our agents are obliged to comply with relevant state legislation, the network's policies, uphold a duty of care, and deliver upon reasonable customer expectations in the provision of their real estate services.
Complaints process
Australian real estate agents are governed by state/territory legislation and Licensees of real estate businesses must comply with local legislation. Notwithstanding this obligation, First National Real Estate appreciates that customer service issues sometimes fall outside legislation and are more nuanced in nature.
Our goal is to reach a satisfactory resolution of each complaint. Our authority, however, is limited to consideration of a member's fitness for continued membership of the First National Real Estate Group of Independent Agents.
What we require of you
The network will assess your matter and offer guidance and/or a proposed resolution, where reasonable and within the network's capacity.
The network will treat your information in accordance with Australian Privacy Principles. A copy of our policy can be accessed below:
Complaints not submitted in writing will not be addressed
Complainants are required to conduct themselves with civility when liaising with employees of our administration during the complaint resolution process. Personal threats, disparaging social media posts, offensive language or intimidating conduct during this process is unacceptable and will result in the termination of your case.
How we will respond
First National Real Estate will acknowledge receipt of your matter within 24 hours.
We will consider the details you provide and may refer your matter to the Licensee of the office concerned for comment and further investigation. The network's administration will make every effort to mediate a satisfactory outcome where possible, however, in the event that either party disputes facts and the network is unable to establish the veracity of either party's assertions, the network may recommend the matter be referred to an appropriate Government authority.
We will provide you with the outcome to your complaint within 30 days
