Our reputation is built on matching the appropriate product(s) to the individual’s requirements. We go to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where clients may be dissatisfied with the outcomes of our consultation process. If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you.
Step 1
Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact your broker first and tell him/her about your concerns.
Step 2
We pride ourselves on the company’s reputation, and want to ensure that all concerns and complaints are fully documented, investigated and resolved in a timely manner. So, if the issue is not satisfactorily resolved within 1 working day, we will apply our internal complaints process to manage your complaint appropriately. In this instance the complaint will be internally escalated to our Complaints Contact Representative. You may also contact our main office and ask to speak with our Complaints Representative directly.
By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum time frame in which to provide a response to you is 45 days, although in pursuit of best practice and the reputation of our organization, we aim to resolve these issues in a much shorter time frame.
Complaints can also be lodged by contacting the Complaints Officer, Louie Ng by:
- Telephoning 02 9267 7011 or 0410 627 866
- E-mailing info@injoyrealty.com.au
- Writing to PO Box A821 Sydney South NSW 1235
- Or by speaking to any representative of our business who will refer complainants to the Complaints Officer.
Step 3
Although we try hard to resolve a customer’s concern in the most considerate and direct manner, sometimes it may need to be referred to a dispute resolution scheme, which is external to our organization. Therefore, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute.
This external dispute resolution process is available to you, at no cost. The details of our External Dispute resolution scheme are below:
Credit Ombudsman Service Limited
Level 6, 50 Park St, Sydney, NSW 2000
Phone: 1300 780 808
Fax: 02 9267 3125
Email: info@creditombudsman.com.au