Introduction

Herron Todd White has in place a Complaints Handling Procedure (CHP), which meets the regulatory requirements. Our CHP has two stages. Stage one of the CHP gives Herron Todd White the opportunity to review and consider your complaint in full. Herron Todd White will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you the Complainant, the opportunity to have your complaint reviewed and considered by an independent redress provider.

Accountability

This Procedure establishes the steps to be taken by you, the Complainant, in making a complaint to Herron Todd White. Directors, Office Managers and employees of Herron Todd White are also responsible for ensuring that this Procedure is followed.

Procedure

Stage one

Even if you have spoken to us about your complaint, please put the details of your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:

General Counsel
Herron Todd White (Australia)
1/811 Gympie Road, Chermside Qld 4032
07 3319 4400
legal@htw.com.au

We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.

Stage two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent body. The process will be different depending on whether the valuer is a member of the Royal Institution of Chartered Surveyors (RICS) or not. Membership with RICS will be noted beneath a valuer’s signature on a valuation report.

For valuer’s who are not members of RICS:

The Complaints Officer
Australia Property Institute
PO Box 26, Deakin West ACT 2600
e complaints@api.org.au

You may alternatively / also wish to lodge a complaint with the Valuers’ Registration Board within your relevant State. Please note that each branch of the Valuers’ Registration Board has its own Complaints Process.

For valuer’s who are members of RICS:

RICS requires that the matter be referred directly to a RICS approved redress provider.

If you are making a complaint on behalf of a business:

RICS Dispute Resolution Service
Level 7, 320 Adelaide Street, Brisbane Qld 4000
p 1300 953 459
f 1300 953 529
e drsaus@rics.org
w www.rics.org/drs

If you are making a complaint as an individual/consumer:

Resolution Institute
Level 1 & 2, 13-15 Bridge Street, Sydney NSW 2000
p 02 9251 3366
f 02 9251 3733
e infoaus@resolution.institute
w www.resolution.institute