Lesson 1 – The Role and Responsibilities of Property Professionals

A property professional acts as an important link between the parties to a property transaction. Depending on the employee’s role, this may involve:

1. Marketing properties;
2. Arranging and conducting viewings;
3. Negotiating offers;
4. Qualifying buyers and tenants;
5. Advising landlords or sellers;
6. Processing tenancy applications;
7. Managing tenancies;
8. Arranging repairs;
9. Inspecting properties;
10. Handling client money;
11. Progressing sales;
12. Managing complaints; or
13. Maintaining transaction records.

Property professionals are trusted with information and responsibilities that customers may not be able to check independently. Customers may rely on the information supplied when deciding whether to buy, sell, rent or let a property.

This means that every employee must:

1. Act with honesty and integrity;
2. Exercise reasonable care and skill;
3. Provide accurate information;
4. Avoid misleading statements or omissions;
5. Protect confidential and personal information;
6. Follow lawful client instructions;
7. Treat customers fairly;
8. Maintain reliable records;
9. Work within their authority; and
10. Seek assistance when a matter falls outside their knowledge or role.

Client and customer distinctions

A client is generally the person or organisation that has formally instructed MyEstate and entered into an agency or management agreement. This may be a seller or landlord.

A customer is a person who uses or is affected by MyEstate’s services but may not have appointed MyEstate. This may include a buyer, tenant, prospective tenant or property applicant.

MyEstate’s primary contractual duties will usually be owed to its client. However, this does not permit employees to mislead, unfairly pressure or disregard the interests of other parties.

Key principle

Acting for a client does not mean obtaining an advantage for that client through dishonesty, concealment, discrimination or unfair treatment.