Complaints Process

Raine & Horne is a franchise business with each office independently owned and operated.  

In the first instance, discuss your complaint or greivance with the Sales Representative or Property Manager who is handling your business.  If you are not satisfied with the outcome, you should communicate your concerns with the Manager:  Brett Hunter ([email protected]) or Garth Hunter ([email protected]), as they are often best positioned to resolve your issue.  

Should you feel that your concerns have not been sufficiently addressed, you can contact Raine & Horne Corporate Office on: [email protected] or via post: Level 11, 447 Kent Street, Sydney 2000.  Please provide as much detail as possible about the nature of your complaint, including the outcome you would like.  If you need assistance in describing or making a complaint, or if you would like to discuss your concerns informally first, please also feel free to contact Raine & Horne Corporate Office. 

The following Question/Answer format may be helpful:

Q: How will we handle your complaint?

A: Our Business Support Manager will administer the complaint's process.  This person is responsible for liaising with you and the relevant office, to ensure that the issues you have raised are fully examined, and that your complaint is handled in accordance with this process.  We will treat the process, and all the details of your complaint, in strict confidence.  If we need to discuss any issues arising from your complaint with person(s) outside of the office, we will obtain your consent first. 

Q: How long will the process take?

A: We will endeavour to resolve your complaint as soon as possible.  However, the length of time will depend on the nature and complexity of the issues you have raised. You will receive acknowledgement of receipt of the complaint from us within two business days.  We will give you an estimate of how long it may take out office to deal with the matter, and we will endeavour to finalise the matter within five business days.

Q: What action will we take in response to your complaint?

A: If we decide that your complaint is justified, we will then decide what action should be taken in response.  We will always try to match our response to the nature of your complaint and your desired outcome, however this may not always be possible. The following are some of the responses we may action:

  • Take necessary steps to rectify the problem or issue you have raised
  • Provide you with additional information or advice so you can understand what has transpired or how we have dealt with it, and/or
  • Take steps to change our Policies or Procedures, if your complaint identifies a problem within our Organisation. 

What if you are still unhappy?

Sometimes it will not be possible to resolve a complaint to everyone's satisfaction, and you may want to seek advice from your legal representative or State governing body for Real Estate.  In which case, further information is available from: New South Wales Fair Trading.  http://www.fairtrading.nsw.gov.au/ or phone; 13 32 20.