Nelson Alexander Dispute Resolution Process

Our Commitment

We aim to provide exceptional real estate services across residential and commercial sales and leasing. If you’re not satisfied with our service, we encourage you to let us know so we can resolve the issue promptly and fairly.

How to Make a Complaint

You can make a complaint to us in the following ways:

• Via the manager's contact details at the bottom of every employee's email signature
• Online via our Customer Feedback & Complaints form
• Over the phone
• In writing
• In person, at any office

You may nominate a representative to act on your behalf, including an advocate or support person.

What Happens Next

• We acknowledge your complaint—usually within 2 business days.
• We investigate the issue by reviewing information, speaking with relevant staff, and gathering evidence.
• We aim to resolve the matter within 20 business days.
• You will receive a written or verbal outcome explaining the findings and steps taken.
• If delays occur, we will keep you informed.

If You’re Not Satisfied

You may request an internal review or contact external Victorian bodies, such as:

• Consumer Affairs Victoria (CAV)
• Victorian Civil and Administrative Tribunal (VCAT) – for tenancy and some commercial disputes
• The Real Estate Institute of Victoria (REIV) – if applicable
• Tenants Victoria (for tenants)

We will provide guidance on the most suitable option.

Your Feedback Matters

Complaints help us improve our services, systems, and staff training across all Victorian real estate operations.