Complaints Process
Making a complaint
Find out the process for making a complaint, and who to contact to make sure it is dealt with correctly.
How to make a complaint
Step 1: Contact the branch manager
The branch manager is responsible for managing and supervising salespeople and property managers and will take charge of any outstanding issues.
Step 2: Contact our customer relations team at our Support Centre
If you have been unable to resolve your complaint at Step 1, please contact the appropriate person below at our Support Centre.
Residential Sales complaints
Property Management complaints
Formal complaints process for property management
Commercial complaints
In order for us to ensure we are dealing fairly with everyone involved Barfoot & Thompson has a formal complaints process. If your issue reaches our Support Centre level, it will go through this formal process.
Step 3: Real Estate Authority (REA)
We hope that your complaint has been resolved by this stage. If not, you can also make a complaint directly to the REA. You do not have to have gone through our complaints process before doing this.
The REA is the government body that oversees and enforces the Real Estate Agents Act 2008. As a government body they have a formal process for dealing with complaints. Your complaints to the REA must be sent on the provided form.
Need more detail on the process?
Download our full complaints process as a diagram
Further information
Download the Real Estate Agents Acts Code of Conduct (Professional Conduct and Client Care) Rules 2012 (PDF) on the REA resources page.