Dispute Resolution Process

At Investors Direct Financial Group, we value your feedback, and aim to make it easy for you to bring any problems or complaints to our attention. Equally, your compliments and suggestions help us to serve you better.

Internal Dispute Resolution Process

You should first raise the issue with the property manager or staff member who is handling your property. Our team are committed to providing our customers the best possible service, and they will endeavour to handle your issues as best as they can.

If you are not satisfied with the outcome, please inform our Client Experience Team on (03) 9868 7500 or by email at complaint@investorsdirect.com.au. When doing so, please provide your full contact details and please give us as much detail as possible about the nature of the complaint and provide any documentation that supports your complaint; this helps us deal with your complaint as quickly as possible.

We will:

  • Acknowledge receipt of your complaint within 48 hours;
  • Make sure we understand the issue;
  • Give you a contact person and their contact details so that you can follow up if you wish;
  • Treat the process and details of your complaint in strict confidence;
  • Endeavour to work through the complaint and liaise with you and the relevant internal parties to ensure the issues are completely examined;
  • Keep you informed at regular intervals about the progress of our investigations and response; and
  • Aim to resolve your complaint within 30 days

In the event of a delay and if we are unable to provide a final response to your complaint within 30 days (which may occur if your complaint is complex in nature), we will:

  • Inform you of the reason for the delay;
  • Advise you of your right to complain to the relevant external dispute resolution scheme; and
  • Provide you with the details of the relevant external dispute resolution scheme.

Still not satisfied?

If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant external dispute resolution scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant external dispute resolution scheme at any time, but if our internal process is still in progress, they may request that our internal process be completed before considering the matter further.

The external dispute resolution service for the property management businesses is the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria (CAV).

Compliments and Suggestions

We appreciate feedback, whether it is negative or positive. If you compliment a specific staff member or team, we make sure your compliment is passed on so that they can be recognised for their service to you. If you compliment a product, we pass your feedback onto the appropriate department to help them focus on what works well for our customers.

Suggestions for improvements, even if they aren’t complaint-related, are also always well-received, and helps us to maintain a high standard of service and provide products and services that satisfy your needs.