Customer Service Charter
This charter details the value that Domain Property Advocates puts on our relationship with you, the client, and our commitment to you. It is relevant for any person who engages our services as it details our culture and provision of client service.
Domain Property Advocates are dedicated to providing superior levels of service and competitive pricing. We constantly seek new and innovative ways to improve all aspects of our service. Furthermore, we welcome positive and negative feedback from clients to ensure we are providing the most effective service possible.
What you can expect from us
All clients will be treated fairly, with respect and without bias.
Our team will provide superior levels of service promptly, confidently, attention to detail and with the provision of transparent decision making.
Our clients will be informed about the services we provide. Explanations of the processes are provided in real terms and clarification questions from clients are encouraged.
We will ensure clients can discuss our services with consultants who can comprehend and respond accurately and in meaningful terms. Should consultants change during your engagement with the company, we will ensure a professional conversion.
To facilitate access of company literature, we have a website from which information can be gained at any time.
Information not available on the website can be sought by contacting our team.
We will consider all feedback, especially that which provides ideas on how we can improve our service.
If we make a mistake, we will acknowledge, apologise, minimise adverse effects and introduce measures to ensure it does not occur again.
We will be accessible
Our business hours are from 9am to 5pm
Monday to Friday
We can be contacted after hours at all other times
Our Head office can be contacted by;
P: +61 3 9853 5599
F: +61 3 9853 5522
AH: 0412 340 611
International clients are invited to make alternative communications in line with their time zones.
Our Head office is located at:
86 Denmark Street
Kew Vic 3101
Australia
We will respond promptly
We will respond to general enquiries within one working day. The enquiries will be answered by the most appropriate consultant.
We will provide a quotation within one working day if it is within our standard service offerings. Otherwise, we will provide the same within 5 working days. Should the process take longer, we will provide reasons and a time frame.
We will provide effective, reliable and useful services
- Residential and commercial property purchase
- Auction bidding
- Independent property advice
- Vendor advocacy
- High quality property management
- Regularly reviewing the investment performance of your property
- Property Makeovers
We will keep our charges competitive
We aim to keep our charges comparable and competitive in line with the services we offer and will review our prices at least every 12 months and at each time our service offering is reviewed.
We will consult our customers
We will maintain open communication channels with clients to review our service offering.
We receive written and verbal feedback from clients in the following ways:
- Telephone
- Facsimile
- Letter
- Dialogue at meetings with clients as well as information Seminars we conduct
- Surveys
We obtain valuable client data through the use of surveys. This helps us monitor and ensure our service is meeting client expectations.
We have frequent team meetings to discuss and resolve opinions and comments expressed by clients to consultants.
We keep clients abreast of changes to our services via our website and direct mail outs.
We will be accountable
We will improve our performance against the standards set out in this charter on an ongoing basis. Similarly, we will analyse service areas that require improvement from client complaints and feedback.
Our processes for the implementation of this charter will ensure client feedback is received and responded to on an ongoing basis.
Your rights
You have rights under the Privacy Act that prevents us from misusing your personal information. You also have right to access certain information about you in the possession of our organisation.
Information you provide to us will remain confidential and will not be distributed outside of our organisation without your express permission or when it is legally required of us to provide it.
You are entitled to clear, written explanations of our decisions that affect you directly.
How to provide feedback on our services
We are always looking at ways to improve our service and increase effectiveness and efficiency.
If you have any feedback pertaining to our services be they positive or negative, you can talk to the consultant involved or a director.
Making a complaint
We encourage you to advise us if you feel you have not been treated properly.
We are committed to resolving complaints in a quick and fair manner. Should a complaint be made, it will be taken seriously.
A response to your complaint will be provided within 20 days of its receipt. Consultants connected to the complaint will have the opportunity to respond to issues raised.
If you have a complaint, you should:
- First try to rectify it out with the consultant you dealt with;
- If unsatisfied with the response, you may seek to have the complaint reviewed by the Director;
- If you are still not satisfied, you can have the matter further reviewed by a Director who has not been previously involved with the issues raised.
If you are not satisfied by our processes you can further contact the Director at Consumer Affairs Victoria (CAV) GPO Box 123, Melbourne, Victoria, 3001 or by telephoning 1300 73 70 30.
Your obligations and responsibilities
Your obligations when making use of our services include:
- All information you provide to us must be, to the best of your knowledge, truthful and accurate.
- You promptly pay the required fees set out in any agreed order of services.
- You communicate your needs and requirements clearly and concisely in a timely manner
Contact Us
Please call one of our consultants for more information or email us
1800 66 77 37
86 Denmark Street, Kew Vic 3101
P: +61 3 9853 5599
F: +61 3 9853 5522
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