Complaints & Feedback

We at John Mooney Real Estate pride ourselves on providing the best real estate service available.

If we don’t live up to or deliver the level of service that you expect we want to hear about it. The only way we can improve is to hear how we have let you down.

How to make a complaint

John Mooney Real Estate aims to make it easy for you to bring any problems or complaints to our attention.

We recommend that you first raise your issue with the agent, representative or property manager who is handling your business.

If you are not satisfied with the outcome, we require your complaint in writing to:

Jacinta Kelly – Licensee in Charge

Email: [email protected]

Please provide details of your complaint, including the outcome you would like, where applicable.

How we will handle your complaint

We will treat the process, and all the details of your complaint, in strict confidence. If we need to discuss any issues arising from your complaint with someone outside of our business, we will obtain your consent first.

We will always try to give you a fair opportunity to explain your concerns. You should make your initial complaint as clear as possible. Sometimes it may be beneficial to arrange a meeting with you to try to find a satisfactory solution.

How long will it take?

We will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised.

We will send you acknowledgement of receipt of the complaint within two business days. We will provide you with an estimate of the likely timeline and try to finalise the matter within five business days and will keep you updated through the process.

What action will we take in response to your complaint?

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. There will be an element of assessment needed to determine the appropriate action.

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.

What if you’re still unhappy?

Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter further.

Details of the relevant authorities in New South Wales are set out below:

NSW Fair Trading

After trying to resolve your concerns with the real estate agency, enquiries and complaints about real estate agents should be directed to NSW Fair Trading at:
www.fairtrading.nsw.gov.au

Tenants Advisory Service

https://www.tenants.org.au/

Zero Tolerance for Abuse Policy

At John Mooney Real Estate, our team is committed to providing exceptional real estate services with professionalism, integrity, and respect. In return, we expect our staff to be treated with the same courtesy.

We recognize that real estate transactions, property management, and tenancy matters can sometimes be stressful. However, we have a zero-tolerance policy toward any form of abusive, aggressive, or violent behavior directed at our team members, contractors, or other clients.

This policy applies to all interactions, whether in person at our office, during property inspections, over the phone, via email, text message, or on social media.

1. Definition of Unacceptable Behavior

We define abusive or aggressive behavior as any action or communication that causes our staff to feel unsafe, intimidated, or disrespected. This includes, but is not limited to:

• Verbal Abuse: Swearing, shouting, raising your voice, or using derogatory and insulting language.

• Intimidation: Threatening body language, invading personal space, or making personal, physical, or professional threats.

• Harassment & Discrimination: Any inappropriate, offensive, or discriminatory remarks regarding race, gender, age, religion, sexual orientation, or disability.

• Written Aggression: Sending emails, text messages, or letters that are rude, menacing, or defamatory in nature.

• Unauthorized Recording: Recording staff members via audio or video without their explicit, prior consent.

2. Immediate Staff Protocols

Our team is fully authorized by management to take immediate action to protect their own well-being if they encounter unacceptable behavior:

• Telephone Calls: Staff will provide one clear warning. If the behavior persists, they will immediately hang up.

• In-Office Interactions: Staff will ask the individual to leave the premises immediately. If the individual refuses, the police will be called.

• Field Work & Inspections: If an agent feels unsafe during a routine inspection, open home, or property viewing, they will immediately terminate the appointment and leave the site.

3. Agency Consequences & Actions

When a breach of this policy occurs, John Mooney Real Estate management will review the incident and enforce one or more of the following consequences:

• Written Warning: A formal notification advising that the behavior was unacceptable and will not be tolerated again.

• Communication Restrictions: Restricting all future contact to written communication (email or mail) only, and blocking phone numbers.

• Termination of Services:

o For Landlords/Vendors: We will terminate our agency agreement and cease representing your property.

o For Tenants: We will strictly enforce the terms of the residential tenancy agreement, handle all future communication via formal statutory notices, and may decline lease renewals.

• Police Referral: Any threats of physical harm, stalking, or actual violence will be reported directly to law enforcement without prior warning.

4. How to Raise a Legitimate Complaint

We value your feedback and want to resolve legitimate grievances. If you are dissatisfied with our service, you can escalate your concern constructively without resorting to aggression. You can view our Complaints Policy at:
https://www.jmrewagga.com.au/complaints-handling/