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Legal

Complaints & Dispute Resolution

In short

We take every concern seriously. Email the Complaints Officer at complaints@boldpropertygroup.com.au. We acknowledge your complaint within 5 business days and aim to give you a substantive written response within 30 calendar days. If we cannot resolve it together, you can escalate to your state regulator, AFCA or the OAIC at no cost.

Our commitment

We act only for the buyer, and we take every concern seriously. If something about our service has fallen short, whether a fee query, advice you received, a lapse in communication, or the conduct of someone on our team, we want to hear it and put it right.

We run a two-stage internal process with published response times: we acknowledge your complaint within 5 business days and aim to give you a substantive written response within 30 calendar days. If we cannot resolve the matter together, there are free, independent external bodies you can escalate to at no cost.

How to raise a complaint

Please put the details in writing so we hold a clear record. Email the Complaints Officer at complaints@boldpropertygroup.com.au. If you would prefer to talk it through, ask for a return call in your email and the Complaints Officer will call you back within 2 business days.

To help us investigate quickly, please include:

  • Your full name, email and phone number
  • The service or engagement the complaint relates to, for example buyer engagement, a property search, or settlement support
  • A concise account of what happened, and when
  • The outcome you would consider a fair resolution
  • Any supporting documents, correspondence or invoices

Our two-stage internal process

Stage 1, Acknowledgement. We acknowledge every complaint in writing within 5 business days of receiving it. The acknowledgement names the person handling your complaint, gives you a reference number, and sets the next expected contact date.

Stage 2, Investigation and response. We investigate the matter, which may mean reviewing our records, speaking with the team members involved and, where appropriate, consulting our legal advisers. We aim to give you a substantive written response within 30 calendar days of first receiving the complaint. If the matter is complex and needs longer, we will write to you before day 30 to explain why and confirm a revised response date.

Our written response sets out our findings, any corrective action we propose, and, where it applies, a remedy, such as a fee adjustment, an apology or a change to how we work. You are free to accept it, ask for changes, or escalate externally.

What a complaint can cover

A complaint can relate to any part of our service to you. The most common are:

  • Fee queries: how a fee was quoted, calculated or applied
  • Advice received: a recommendation, valuation or assessment you disagree with
  • Communication: a lapse, a delay, or a misunderstanding in how we kept you informed
  • Conduct: the behaviour or professionalism of someone on our team

External escalation

If you are not satisfied with the outcome of our internal process, or if we have not responded within 30 days, you may take the matter to an external body at no cost to you. Which body applies depends on the nature of the complaint.

State property regulator. Buyer's-agency and property conduct sits with the consumer-protection regulator in your state:

  • Office of Fair Trading (QLD): 13 74 68 · qld.gov.au/law/fair-trading
  • Fair Trading (NSW): 13 32 20 · fairtrading.nsw.gov.au
  • Consumer Affairs Victoria: 1300 558 181 · consumer.vic.gov.au
  • Consumer Protection (WA DMIRS): 1300 304 054 · commerce.wa.gov.au/consumer-protection
  • Consumer and Business Services (SA): 131 882 · cbs.sa.gov.au

Third-party providers and AFCA

Third-party providers. If your complaint is about a broker, lender, financial adviser, conveyancer or any other firm we may have referred you to, that provider's own internal complaints process and external dispute-resolution scheme apply, not ours. The provider must give you their complaints contact details on request.

Australian Financial Complaints Authority (AFCA). AFCA covers complaints against AFS-licensed financial firms. Bold Property Group does not hold an AFS licence and is not a member of AFCA, so AFCA does not handle complaints about us directly. If your complaint relates to a financial-services provider we referred you to, you can lodge with AFCA at no cost: 1800 931 678 · afca.org.au.

Office of the Australian Information Commissioner (OAIC). If your complaint concerns how we have handled your personal information under the Privacy Act 1988 (Cth), you can contact the OAIC at no cost: 1300 363 992 · oaic.gov.au.

Records and continuous improvement

We keep a log of every complaint we receive: the issue raised, how it was resolved, and any change to how we work that followed. Our directors review this log quarterly as part of our continuous-improvement and risk-management program.

Individual complaint records are retained for 7 years, in line with our record-keeping obligations.

Contact us

For a complaint, contact the Complaints Officer at complaints@boldpropertygroup.com.au.

For anything else, our general enquiries line is info@boldpropertygroup.com.au or 07 3132 0570. Bold Commercial Pty Ltd, trading as Bold Property Group · ABN 33 697 224 025 · Riparian Plaza, Level 35, 71 Eagle Street, Brisbane City QLD 4000.