Home › Making a Complaint
How to make a complaint about the conduct of a licensed property agent.
The Board can only investigate conduct arising from a complaint that appears to involve an issue of unsatisfactory professional conduct, professional misconduct, or a conviction for a serious offence. This may consist of (but is not limited to) a breach of the Property Agents and Land Transactions Act 2016, the Regulations, or the Code of Conduct.
The Board cannot investigate general or vague allegations, provide legal advice, or influence the outcome of other proceedings. The Board cannot:
The Board may not be able to deal with your complaint if it is made more than 2 years after the conduct is alleged to have occurred. If this may apply, please contact us to discuss the matter before completing the form.
Before lodging a formal complaint you should consider resolving your concerns in a less formal way — such as talking to the property agent, explaining your issues and the outcome you want, or raising your concerns with a more senior person at the same agency.
The term “property agent” refers to a real estate agent, a property manager, a general auctioneer or a property representative.
If you decide to make a complaint to the Board you must put your complaint in writing by using the form developed by the Board. Please try to be as concise as possible. You must describe the conduct of the property agent you are complaining about, and it is important to provide the Board with copies of any relevant factual supporting material that will support the substance of your complaint.
Once the form is received the Board will confirm the grounds of complaint with you to ensure a correct interpretation of the material provided. The Property Agents Board is required to send a copy of your complaint and any supporting documentation to the property agent to give the property agent an opportunity to respond.
A complaint may take some time to be properly processed, investigated and determined or considered by the Board. The length of time will depend on the seriousness and complexity of the complaint. The entire process must be fair for all parties. All complaints received by the Board are dealt with as thoroughly, objectively and as quickly as possible. Complainants will be advised in writing of decisions made about their complaint.
If you wish to complain about more than one property agent, please name each person individually. The Board treats each complaint separately. Alternatively you may wish to complain about the supervision of agency staff by the managing property agent.
Download the Complaint Form (PDF) from Useful documents above, complete it, and return it to the Board as set out on the form.