About complaintsThe Board can only investigate conduct which arises from a complaint that appears to involve an issue of unsatisfactory professional conduct or professional misconduct or a conviction for a serious offence.
This may consist (but not necessarily) of a breach of the Property Agents and Land Transactions Act 2016 or Property Agents and Land Transactions Regulations 2017 or the Code of Conduct made under the Act. |
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What we cannot doThe Board cannot investigate general vague allegations or provide legal advice, or influence the outcome of other proceedings.
The Board cannot:
Time limits
The Board may not be able to deal with your complaint if it is made more than 12 months after the conduct the subject of the Complaint is alleged to have occurred.
If this may be applicable, please contact us to discuss the matter before completing this form. Before a complaintBefore you lodge a formal complaint with the Board you should consider the possibility of resolving your concerns in a less formal way, such as talking to the property agent, raising your issues and explaining what outcomes you want, or raising your concerns with a more senior person at the same agency.
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Useful Documents |
The Complaint Process
The term “property agent” refers to a real estate agent, a property manager, a general auctioneer or a property representative.
If you decide to make a complaint to the Board you must put your complaint in writing by using the form developed by the Board.
Please try to be as concise as possible. You must describe the conduct of the property agent you are complaining about and it is important to provide the Board with copies of any relevant factual supporting material that will support the substance of your complaint.
Once the form is received the Board will confirm the grounds of complaint with you to ensure a correct interpretation of the material provided.
The Property Agents Board is required to send a copy of your complaint and any supporting documentation to the property agent to give the property agent an opportunity to respond.
A complaint may take some time to be properly processed, investigated and determined or considered by the Board.
The length of time will depend on the seriousness and complexity of the complaint. The entire process must be fair for all parties. All complaints received by the Board are dealt with as thoroughly, objectively and as quickly as possible.
Complainants will be advised in writing of decisions made in respect about their complaint.
If you decide to make a complaint to the Board you must put your complaint in writing by using the form developed by the Board.
Please try to be as concise as possible. You must describe the conduct of the property agent you are complaining about and it is important to provide the Board with copies of any relevant factual supporting material that will support the substance of your complaint.
Once the form is received the Board will confirm the grounds of complaint with you to ensure a correct interpretation of the material provided.
The Property Agents Board is required to send a copy of your complaint and any supporting documentation to the property agent to give the property agent an opportunity to respond.
A complaint may take some time to be properly processed, investigated and determined or considered by the Board.
The length of time will depend on the seriousness and complexity of the complaint. The entire process must be fair for all parties. All complaints received by the Board are dealt with as thoroughly, objectively and as quickly as possible.
Complainants will be advised in writing of decisions made in respect about their complaint.
If you wish to complain about more than one property agent, please name each person individually. The Board treats each complaint separately. Alternatively you may wish to complain about the supervision of agency staff by the managing property agent.