Lesson 1 – Recognising a Complaint

1.1 What is a complaint?

A complaint is an expression of dissatisfaction about:

• MyEstate’s service.
• An employee’s conduct.
• Something MyEstate did or failed to do.
• A delay or communication failure.
• Information or advice provided.
• Fees, charges or referral arrangements.
• The handling of money, documents or personal information.
• The way a previous concern was addressed.

The customer does not need to use the word “complaint” for their communication to be treated as one.

1.2 Who may make a complaint?

Complaints may be received from:

• Landlords.
• Sellers.
• Tenants.
• Buyers.
• Applicants.
• Prospective clients.
• Leaseholders.
• Contractors.
• Neighbours or other affected parties.
• Authorised representatives.

Where someone complains on another person’s behalf, employees should confirm their authority before sharing confidential information.

1.3 How complaints may be communicated

A complaint may be made:

• By email or letter.
• By telephone.
• During an office visit.
• At a viewing or property inspection.
• Through a website form.
• Through social media.
• Through a review platform.
• Through an authorised representative.
• Through a redress scheme or regulatory body.

1.4 Complaints, enquiries and service requests

An enquiry asks for information.

A service request asks MyEstate to take routine action.

A complaint expresses dissatisfaction with the service or conduct already experienced.

A service request may become a complaint if it is ignored, delayed or handled inadequately.

Lesson activity

Learners classify six customer communications as an enquiry, service request, complaint or urgent compliance concern.