How to Complain About a Real Estate Agent in Melbourne

If you’ve had a less-than-pleasant experience with a real estate agent in Melbourne, you’re not alone. Whether it’s poor communication, unethical behavior, or other issues, it’s essential to know your rights and how to address the situation. In this blog post, we’ll guide you through the steps to make a formal complaint against a Victorian estate agent.

1. Before You Lodge a Complaint

Before diving into the complaint process, consider the following:

• Attempt Direct Resolution: First, try to resolve the issue directly with the agent or agency. Communication can often clear up misunderstandings or address minor problems.
• Contact Consumer Affairs Victoria: If direct resolution fails, you can use the online complaint form provided by Consumer Affairs Victoria¹. This form is suitable for property buyers, sellers, and landlords. However, if you’re a tenant, refer to the Resolving Renting Disputes page instead.

2. What Information You’ll Need

Gather the necessary details before filling out the complaint form:

• Estate Agent Details: Collect the name and contact number of the estate agent and the estate agency.
• Incident Details: Note down the date when the problem occurred. Include any relevant contracts or agreements in place and details of any payments made.

3. Lodging the Complaint

Follow these steps to lodge your complaint:

1. Open the Complaint Form: Access the online complaint form. The form has three stages, and you’ll have 20 minutes to complete each stage.
2. Complete the Form: Provide accurate information about the incident, the agent, and the agency. Be as detailed as possible. Remember to include a daytime phone number.
3. Submit the Form: After submitting the form, Consumer Affairs Victoria will assess your complaint based on their criteria. Their focus is on helping consumers at risk and acting on issues that could harm Victorians.

4. What Happens Next?

After lodging your complaint:

• Assessment: Consumer Affairs Victoria will evaluate your complaint. They’ll consider whether the issue requires their involvement or if it’s likely to be resolved with their help.
• Contact from Consumer Affairs: You’ll hear from them if:
  • You’ve completed the initial steps and contacted them, but the matter remains unresolved.
  • There’s evidence of the estate agency not complying with laws.
  • The issue may have broader implications or cause widespread harm.
  • Consumer Affairs Victoria is the appropriate organization for your complaint.
• No Contact: You may not hear from them if:
  • You haven’t tried to resolve the matter yourself.
  • You’ve already lodged a complaint that they couldn’t resolve.
  • You’ve applied to have the matter heard at a tribunal or court.

Remember, making a complaint is your right as a consumer. By following these steps, you can hold real estate agents accountable and contribute to a fair and transparent property market in Melbourne.

For additional tips on resolving complaints or disputes, visit the Resolve Your Problem or Complaint page.

Disclaimer: This blog post provides general information and should not be considered legal advice. For specific legal concerns, consult a qualified professional.