Treeby First National Customer Service Charter
Working with and respecting our customers
Treeby First National has been helping people with their real estate needs for over 20 years. We aim to provide the best real estate service, based on the highest standard of ethics, values and client care. Excellent customer service is the platform on which we have built our business and every client has an assurance that his or her dealings with us will be treated as a priority. The services we provide are designed to meet each individuals needs and are delivered in a professional, ethical and accountable manner.
Our commitment to you
All our employees are service givers and have a responsibility to you, the Customer. We will always aim to provide courteous and timely service. At all times you can expect our staff to:
- Be responsive to your needs, attending to your requests in a timely manner by being available 24 hours a day 7 days a week
- Respecting the rights and dignity of all clients
- Investing time to fully understand your needs and build an effective working relationship
- Comply with industry guidelines and statutory requirements
- Act in a professional and courteous manner
- Promptly prepare and deliver communications requested by you
- Comply with all privacy legislation requirements
- Provide expertise through ongoing training
- Respect the confidentiality of the information that you provide to us
- Keep you informed of all details, including terms and conditions
Clear and effective communication
The information we provide will be based on statistical information, market intelligence and our extensive knowledge and experience of the real estate market.
We will produce material that is easy to understand, accurate and up-to-date.
We will respond to you in a clear and meaningful manner, avoiding jargon.
As a customer you have a right to expect that the service you receive will be of a high standard. Our aim is to always exceed your expectations.
Even with the best intentions, things sometimes go wrong. If our service to you does not meet the standard you expect, please let us know.
Customer Complaints
In the first instance, we encourage you to provide feedback directly to the staff member delivering the service or to the manager of the area. If the issue is not resolved to your satisfaction, write to:
The Director
Treeby First National
GPO
You may also email treeby@treeby.com.au
Alternatively you can contact us via the feedback segment of our website: www.treeby.com.au
We will always endeavour to resolve any complaint fairly and quickly. With your help and our dispute resolution policy, we will be able to properly identify problems and work co-operatively to resolve them.
You also have the right to have your complaint dealt with by the Estate Agents Resolution Service at the Department of Consumer Affairs
Contact: 1300 737 030
Help us to help you
Staff are committed to providing customers with a high standard of service. To help us do this, we ask that you:
- Treat our staff with courtesy and respect
- Respond to reasonable requests for information in a timely manner
- Provide us with up-to-date information
- Provide us with constructive feedback.
Please let us know when Treeby First National staff provide excellent service.
Contact Treeby First National
