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When a person makes a complaint it is requested that the person put the complaint in writing to Shop 3/19 Synnot Street Werribee

*  The person who has had the complaint made against them must give a written reply to the Officer in Effective Control within 48 hours

*  The Officer in Effective Control/Manager must make contact with the complainant within 24 hours and advise that the matter will be looked into and a written reply sent to the client as soon as possible (within 72)

*  In the event that the matter cannot be conciliated this matter will be referred to EARS (estate agents resolution service) who will then take a more formal approach to the matter.  You can telephone EARS on 1300 737 030 weekdays to discuss your complaint.

*  You can also refer the matter to the Dispute Settlement Centre of Victoria.  Enquiries can be made to 4/456 Lonsdale Street Melbourne 9603 8370.