Nelson Alexander Dispute Resolution Process
Our Commitment
At Nelson Alexander, we are committed to providing exceptional real estate services across residential and commercial sales, leasing, and property management. We aim to create a respectful, safe, and welcoming environment for our customers, clients, visitors, and team members.
If you are not satisfied with our services, we encourage you to let us know. We welcome feedback and complaints as an opportunity to resolve concerns, improve our services, and strengthen our customer experience.
Making a Complaint
You can make a complaint in any of the following ways:
- Via the manager's contact details included at the bottom of every employee's email signature
- Online through our Customer Feedback & Complaints Form
- By telephone
- In writing
- In person at any Nelson Alexander office
You may also nominate a representative to act on your behalf, including an advocate, family member, friend, or support person.
What Happens After You Make a Complaint
When a complaint is received, we will:
- Acknowledge your complaint, usually within 2 business days.
- Review the information provided and investigate the matter.
- Speak with relevant team members and gather any necessary evidence.
- Work towards a fair and reasonable resolution.
- Aim to resolve the matter within 20 business days wherever possible.
- Provide you with a written or verbal outcome outlining our findings and any actions taken.
If additional time is required, we will keep you informed of our progress.
Respectful Communication and Conduct
We understand that when issues arise, you may feel frustrated, upset, or disappointed. We are committed to listening to your concerns and working with you to find a resolution.
While we welcome feedback and complaints, we ask that all interactions remain respectful and safe.
Behaviour We Do Not Tolerate
Nelson Alexander has a zero tolerance approach to:
- Aggression or threats
- Verbal abuse, yelling, or shouting
- Harassment or intimidation
- Physical violence
- Offensive, discriminatory, racist, sexist, or otherwise inappropriate comments
- Any conduct that compromises the safety or wellbeing of our staff, clients, or visitors
These behaviours can be very distressing and will not be tolerated under any circumstances.
What Happens If Behaviour Crosses the Line
If a person engages in aggressive, abusive, threatening, or inappropriate behaviour, Nelson Alexander may:
- Request that the behaviour stop immediately
- End a telephone call, meeting, or other interaction
- Restrict or limit future communications
- Ask the individual to leave our office or premises
- Seek assistance from security personnel or Victoria Police where necessary
- Suspend or terminate services in serious circumstances
Our priority is to ensure the safety and wellbeing of our employees, customers, contractors, and visitors.
What Is Encouraged
We welcome and encourage:
- Feedback about our services
- Complaints raised in good faith
- Respectful disagreement
- Questions, concerns, and requests for clarification
- Open and constructive communication
Making a complaint will never, in itself, negatively affect the way we manage your matter. However, all communication must remain respectful.
If You Are Not Satisfied With the Outcome
If you remain dissatisfied after our response, you may:
- Request an internal review of the decision
- Contact Consumer Affairs Victoria (CAV)
- Apply to the Victorian Civil and Administrative Tribunal (VCAT) for tenancy and certain commercial disputes
- Contact the Real Estate Institute of Victoria (REIV), where applicable
- Seek assistance from Tenants Victoria if you are a renter
We will provide guidance on the most appropriate pathway for your circumstances.
Incident Reporting
Any incident involving violence, threats, harassment, abuse, or intimidation may be documented and reported to Nelson Alexander's Directors and management team in accordance with our internal safety and compliance procedures.
Where appropriate, serious incidents may also be referred to Victoria Police.
Continuous Improvement
Complaints, feedback, and incident reporting help us improve our services, systems, processes, and staff training across our entire operations.
