Customer Service Charter and Complaint Process

<h2 data-block-key="giftg">At Barry Plant, we strive to deliver outstanding customer service to our clients at all times. This Customer Service Charter is an expression of our commitment to delivering the best service, as well as providing clients and customers with a way to provide us with feedback on the service they have received - both good and bad.</h2>

<p data-block-key="xak29">We aim to provide a consistently professional and high-quality service at all times. In addition to our separate Service Commitment that is provided to all our sellers and Residential Rental Providers, we also promise everyone who is a client that:</p><ul><li data-block-key="9fuxt">You will be treated with courtesy and consideration and our team members will endeavour to assist you with any real estate query you may have.</li><li data-block-key="chavy">Your questions and needs will be attended to promptly.</li><li data-block-key="fh55w">We will exercise all due care and professionalism in our dealings with you, and</li><li data-block-key="fap08">We will treat you in such a way that you will be happy to recommend our service to others.</li></ul>

<p data-block-key="4twp5">Selling, buying or renting a home is a major event for most of us and in most cases occurs only once every few years. It can also be quite a complex and stressful process. Our reputation and our future business is reliant on happy clients coming back over a long period of time and also telling their friends how pleased they were with our service. We welcome feedback (good and bad) from all of our clients. Tell us when we’ve done a great job and please, tell us if we’ve failed to meet your expectations.</p>

<p data-block-key="dumc7">We believe that the fastest and most effective way to resolve a complaint is to deal with the issue at the office where the service was provided. To help you, we suggest you take the following steps:</p><ol><li data-block-key="9ik3i"><b>Contact the Agent or Manager</b><br/>Raise your concern directly with the agent, representative, or property manager handling your matter.</li><li data-block-key="2jdsl"><b>Escalate to the Office Director</b><br/>If the issue remains unresolved or you prefer not to deal with the individual, request to speak with the Director of the Office.</li><li data-block-key="58tgv"><b>Contact Head Office</b><br/>If the Office cannot resolve your concern, you can contact our Head Office at <a href="tel:61398409555">03 9840 9555</a>. Please note all complaints must be submitted in writing via <a href="mailto:[email protected]">[email protected]</a>.<ol><li data-block-key="ddr6r">Head Office will acknowledge your complaint within two business days.</li><li data-block-key="8usf8">We will endeavour to resolve the complaint within five days, but if there are unavoidable delays, this will be communicated to you.</li></ol></li><li data-block-key="1h508"><b>Further Assistance</b><br/>If your complaint remains unresolved you may refer your complaint to Consumer Affairs Victoria via <a href="http://www.consumer.vic.gov.au/">www.consumer.vic.gov.au</a> or call <a href="tel:1300737030">1300 73 70 30</a> (Monday to Friday, 9:00am–5:00pm).</li></ol>