Complaint Handling

Complaint Handling and Dispute Resolution

Would you like to make a complaint?

Brady Residential Pty Ltd would like to make it easy for you to bring any problems or complaints to our attention.

Firstly, the matter should be raised with the agent, representative or property manager who is handling your business. If you are not satisfied with the outcome, then you may proceed with submitting a formal complaint to us via one of the following options: 

You can contact us:

By telephone (during business hours):
03 9603 1400 and ask to speak to Marie Gilantzis (Managing Director)

By email (Preferred): 

By fax:
03 9602 2733 
Attention to: Marie Gilantzis

By post:
Attention: Marie Gilantzis
Brady Residential Pty Ltd
396 La Trobe Street, Melbourne, Victoria 3000

Please provide us with as much information and detail as you can regarding your matter, including your desired outcome.
If you need assistance in describing or making a complaint, please feel free to contact us.

How we will handle your complaint

Our Managing Director, Marie Gilantzis will oversee the complaints process. She is responsible for liaising with you and with the relevant staff to ensure that the issues you have raised are fully examined, and that your complaint is handled accordingly.
We will treat your complaint with strict confidence. If we need to discuss any issues arising from your complaint with someone outside of our agency, we will obtain your consent first.

We will always try to give you a fair opportunity to explain your case. You should make your initial complaint as clear as possible.

Sometimes we may need to meet with you in person to discuss your concerns and try to agree on a satisfactory solution.

How long will it take?

We will endeavour to resolve your complaint as soon as possible. However, the length of time it will take will depend on the nature and complexity of the issues you have raised.
You will receive acknowledgement that  your complaint has been received by our office within 48 business hours.
We will give you an estimate of how long it may take us to deal with the matter and we will endeavour to finalise the matter within 7 business days.

What action will we take in response to your complaint?

If we decide that your complaint is justified, we will then decide what action we should take. We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.

Some of the things that we decide to do include:

  • Take steps to rectify the problem or issue you have raised
  • Provide you with additional information or advice so you can understand what happened or how we have dealt with it
  • Take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things

Still not satisfied with the outcome?

Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter to the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria (CAV).

EARS is able to deal with enquiries and complaints about real estate agents. The service has been established within CAV to offer a dedicated service for information, advice and dispute resolution on real estate issues.

You can telephone EARS on 1300 73 73 30 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 St, Melbourne, Victoria, 3000. Tel: 03 9603 8370