Complaint Handling and Dispute Resolution Process
This complaints handling and dispute resolution process outlines how CHN Real Estate Group (ABN 70 754 435 803) and its associated entities (CHN) will handle complaints and disputes. A reference to “we”, “our” and “us” in this complaints handling and dispute resolution process is a reference to CHN.
- How to make a complaint
- Handling of your complaint
- How long it will take
- Action we may take
- Taking reasonable steps to rectify the issue you have raised.
- Giving you information or advice to enable you to understand what happened or how we have dealt with it.
- Taking reasonable steps to update our policies or procedures if your complaint has identified an issue with the way we are doing something.
- If you’re not satisfied with our response
We want to make it easy for you to bring any concerns or complaints to our attention.
If you have a concern or complaint, you should first notify the CHN agent or staff member that you have been dealing with.
If you are not satisfied with the response or outcome, you can lodge a complaint in writing by emailing boxhill@chn.group. When notifying us of your complaint, please provide your contact details, an outline of the complaint and the resolution sought.
Our complaints officer will oversee the complaints process. They will work with you and the relevant CHN staff members, to ensure that the issues you raise are fully examined and that your complaint is handled in accordance with this process.
We will treat this process and the details of your complaint in strict confidence. If we need to discuss any issues arising from your complaint with someone outside of CHN, we will first obtain your consent.
Sometimes it may be beneficial to meet in person to discuss your concerns and try to find a satisfactory resolution.
We will endeavour to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of your complaint. We will acknowledge receipt of your complaint within two business days and will let you know the next steps in the process and an estimate of the time it will take to respond to your complaint.
We will endeavour to respond to your complaint with your desired outcome, however this may not always be possible. Some of the actions we may take include:
If your complaint is unresolved, you are not satisfied with the outcome of the complaint or the way in which it has been handled you may refer your complaint to Consumer Affairs Victoria.
This complaints handling and dispute resolution process was last updated March 2025.