Complaints Procedure

Harcourts is committed to handling any complaints or disputes that do arise professionally, fairly and expeditiously. Our standard in-house procedure is outlined below:

  • Any client or customer who wishes to make a complaint will be referred to the manager of the relevant office.
  • If the complainant is not satisfied with the response received from the manager they can make a written complaint to Harcourts Group Ltd (the franchisor), preferably using the Harcourts Complaint Form.
  • Harcourts Group Ltd will acknowledge receipt of the complaint and commence a review, which if deemed necessary may involve discussion with all relevant parties.
  • Harcourts Group Ltd will respond to the complainant upon completion of its review of the complaint.
  • If the complainant is dissatisfied with the outcome Harcourts will suggest a further course of action.
  • Please note: Customers or clients may access the Real Estate Agents Authority's complaints process without first using our in-house procedure; and any use of Harcourts in-house procedure does not preclude a customer or client from making a complaint to the Authority directly.

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