Complaints Policy
Property One Realty – Complaints Policy
We always try to exceed your expectations when it comes to booking your vacation. We also recognize that sometimes mistakes can happen. Telling us you’re not happy gives us the opportunity to make things right and learn from our mistakes so we can make improvements in the future.
We will always aim to
Acknowledge your complaint in a timely manner.
Resolve your complaint if possible and deemed appropriate.
Communicate clearly and fairly.
Improve our services and products we offer.
If you are currently staying in our holiday accommodation
Please refer to the terms and conditions in our information folder located in the property, this can also be found on our website www.propertyone.com.au
Property One Realty must be given the opportunity to address the issues during your stay.
Our office is open 9am to 4pm Monday to Friday (we are closed public holidays)
We have an afterhours number for emergencies 0421 374 423.
If you wish to make a complaint
Please have your complaint in writing to callala@propertyone.com.au
Shop 9/55 Emmett Street, Callala Bay NSW 2540
How the complaints process works
- We receive your complaint in writing to the above email address, we will aim to resolve your complaint in a timely manner at which point we will send the outcome in writing.
- Sometimes, we may require more time to resolve your complaint in which case we will respond to your email advising receipt of your complaint.
- Once a resolution has been agreed on, we will write to you with our decision (this will be the final response) We require in writing that you accept the outcome.
We appreciate customer feedback and treat all customers respectfully.