Dispute Resolution Process

We're committed to resolving any concerns as quickly and fairly as possible. If you have a complaint, there are a number of ways to seek support.

Start with the office

In the first instance, we recommend contacting the agent, representative or property manager your matter relates to.

External support options

If the matter isn’t resolved to your satisfaction, you may wish to explore independent support services:

• Rental Dispute Resolution Victoria (RDRV) - A free service provided by VCAT that helps resolve common rental disputes without the need for a formal hearing. Phone: 1300 01 73 78 (weekdays)
• Estate Agents Resolution Service (EARS) – Consumer Affairs Victoria - Provides information, advice and dispute resolution for complaints relating to real estate agents. Phone: 1300 73 70 30 (weekdays)

Escalate to a Buxton Director

If you’re not satisfied with the outcome, you can escalate to the Director of the office the matter refers to.

Please include:

• Your name and contact details
• A clear description of your complaint
• The name of the staff member or office involved
• The outcome you are seeking

We will acknowledge your complaint and work with the relevant office to review the matter. All complaints are handled with strict confidentiality.

Please provide as much detail as possible about your complaint, including the outcome you would like.

We take every concern seriously and approach each matter with care, discretion and a focus on finding a fair outcome. Our priority is to work collaboratively toward resolution, while maintaining the trust and confidence of everyone involved.