Complaints Management Policy

Statement

Sage Property Advisers are committed to continually improving by welcoming feedback from clients, community and employees. 

We want to ensure that any person or organisation using our services, has the right to lodge a complaint or to appeal a decision of the organisation knowing our team are committed to resolving issues quickly, fairly, efficiently and with courtesy.

Purpose

The purpose of this policy is to communicate and document a complaints and appeals management process that:

• provides a means for receiving complaints or feedback 
• encourages the reporting of workplace complaints and issues
• is easily accessed and practical
• is understood by our customers and other stakeholders
• meets the requirements of our business in alignment with our products and services
• provides for a fair, equitable and timely response
• is in compliance with regulatory and legislative requirements.

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Definitions

Complaint: an expression of dissatisfaction made to or about your business regarding your staff, services or products that warrants response or resolution

Complainant: the person or entity that makes a complaint

Escalation: the process of referring complaints to other persons for additional management action

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Principles

The following principles shall guide our organisation and commitment for managing customer complaints. We shall:

• ensure confidentiality of all parties is maintained throughout the process
• commit to the resolution of complaints that satisfies all parties 
• endeavour to manage complaints within a timely manner
• maintain communications with all parties during the process
• provide awareness on escalation options if required
• ensure complainants are not disadvantaged by submitting a complaint under this process
• continually monitor and improve the complaints management system.

Process

Process for complaints and appeals management

There are various avenues complaints can be raised with Sage Property Advisers being in-person, phone conversation or in writing. Our process for supporting the complainant and managing the process is as follows:

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1. Receiving the complaint by:

• listening to the complainant, acknowledging the concern, and advise the complaint has been taken seriously
• depending on the type and severity of the complaint, either discussing with the complainant an agreed upon resolution (for smaller matters) or referring the complaint on to a manager/supervisor for further investigation and action. 

2. Investigating the complaint or appeal by:  

• examining information relevant to the complaint and seeking further information as necessary to understand complaint
• communicating with the complainant on the determination and outcome of the complaint and next steps for resolution. 

3. Responding to and resolving the complaint by:

• making a decision or referring to the appropriate people for a decision within 7 days of the complaint being received
• informing the complainant of the outcome and the reasons for any decisions made (and if so, what will be done to resolve it)
• seeking support and guidance from the director as required
• resolving the complaint in a timely manner or if no further action can be taken, the reasons for this
• informing the complainant of any options for further action if required and closing out the processes 
• if an apology is in order, ensuring the appropriate person makes the apology and informs the complainant on what further action the business can do to avoid further grievance.

4. Reviewing the complaint. 

• if the complainant is not satisfied with the investigation and proposed resolution of their complaint or appeal, they can seek a further review of the matter by the director.

5. Referring the complaint to an external procedure.

• if after a director has reviewed the complaint and the complainant is still not satisfied, they may escalate the complaint to an external body. 

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Information for customers

If a complaint is raised the business will support clients to understand:

• how to submit a complaint
• how we will deal with the complaint
• who the contact person is at our organisation
• how we will advise the outcome of the complaint.

Training procedures

Employees shall receive support from the business director regarding complaints. Depending on the nature and severity of the complaint the director will accept responsibility for resolving the complaint as the key business representative. 

Complaints by clients made against a staff member will be managed by the director who will:

• notify the staff member of the complaint and its nature
• investigate the complaint and interview persons involved
• mediate the matter as necessary to reach an agreed resolution
• take other appropriate action as they see necessary.

Any disciplinary action against a staff member arising from a complaint will be taken in accordance with the business procedures.

Cooperation in external investigations 

If any person makes a complaint about Sage Property Advisers to an external body (including police, Ombudsman, Office of Fair Trading or Administrative Appeals Tribunal), the director shall be responsible for liaising with the body responsible for investigating the issue. 

Sage Property Advisers will wholly cooperate in any investigation which may take place. This includes participating in early resolution, conciliation, and/or reporting to the body about resolution and corrective actions if required.

Continuous improvement of the complaints management system

The complaints management policy and process shall be reviewed and evaluated every year in conjunction with all in-house policy reviews. This will include the review of receiving, corrective actions and responses to complaints ensuring continual improvements are made.

Lodging a complaint

Complaints can be lodged with Sage Property Advisers by phone, email, in writing, or in person with any member of the team. There is no charge for lodging a complaint. Where a complainant would prefer not to raise a matter with the staff member involved, they may contact the director directly.

We will acknowledge receipt of a complaint within 2 business days, and will aim to resolve the matter within 7 days as outlined in the process below. Where a complaint is more complex and requires additional time, we will keep the complainant informed of progress and revised timeframes.

Anonymous complaints

Sage Property Advisers will accept anonymous complaints and will investigate them so far as is reasonably practicable. As it will not be possible to update an anonymous complainant on the outcome, we encourage complainants to provide contact details wherever they are comfortable doing so, to support a full resolution.

Conflicts of interest

Where a complaint concerns the conduct of the director, the complaint will instead be referred to an independent senior member of the management team, or, if no suitable person is available internally, directly to the relevant external body. This ensures the complaint is handled impartially and the complainant is not disadvantaged.

Managing unreasonable complainant conduct

While every complaint will be treated seriously and with courtesy, Sage Property Advisers reserves the right to manage conduct that is abusive, threatening, or unreasonably persistent. This may include limiting the method or frequency of contact, or, in serious cases, declining to continue engagement on a matter that has already been fully investigated and responded to.

Record keeping

A complaints register shall be maintained by the business and kept for a minimum of 7 years after the complaint has been made. The register will be maintained within our records management system and will record the following for each complaint or appeal:

• name and contact details of the complainant
• details of the complaint
• actions taken
• date submitted and date closed.

All correspondence shall be maintained in our records management system. Information shall be treated as confidential and access restricted.

The director in conjunction with management and human resources at Sage Property Advisers will review the complaints management policy annually.