Centrepay complaints policy for Property First Real
Estate T/A Ray White Pakenham
PH: 03 5941 7888
EM: pakenham.vic@raywhite.com
W: www.raywhitepakenham.com.au
P: PO Box 780, Pakenham VIC 3810
A: Suite 3, Level 1/11 John Street, Pakenham VIC 3810
About this policy
This complaint policy outlines how Ray White Pakenham will manage and handle
feedback and complaints from Centrepay customers.
Accessing this policy
Our complaints policy can be accessed:
● on our website www.raywhitepakenham.com.au
● on display in our office or at outlets
● when you sign any forms with us to use Centrepay.
We will also provide a copy of our policy within 5 business days upon request.
How a customer can make a complaint
You can make a complaint using any of these channels:
● phone: 03 5941 7888
● email: pakenham.vic@raywhite.com
● in person at our place of business: Suite 3, Level 1/11 John Street, Pakenham
VIC 3810
● online: www.raywhitepakenham.com.au
● in writing: PO Box 780, Pakenham VIC 3810
When you make a complaint, the following details will help us investigate and resolve
the complaint:
● the date or dates when the issue happened
● your name and contact details
● any supporting documents or information. For example, your account or
reference number.
● details of the issue or concern, including amounts, location, staff you spoke to
or when you contacted for help.
You may choose to have an authorised third-party make a complaint on your behalf.
This could include a financial counsellor, community lawyer, or a trusted friend or
family member. We will accept established third party authority forms in these
instances. In the absence of a form, we may seek confirmation from you that the
person is authorised to act on your behalf.
How we’ll manage a customer complaint
What customers can expect from us when making a complaint.
Ray White Pakenham will:
● respond in writing or verbally, if a written response isn’t possible
● aim to resolve the complaint within 20 business days
● review the complaint fairly and impartially, without discrimination or detriment
● handle all complaints confidentially, and in accordance with privacy
obligations
● escalate serious or complex complaints to senior management
We will keep customers informed of progress as we investigate and resolve
complaints. All correspondence will be documented.
How we’ll manage an unresolved customer complaint
When a customer complaint is serious, repeated or remains unresolved, we will refer
the complaint in writing to Services Australia within 5 business days.
We may also refer the matter to a relevant ombudsman or consumer protection
agency, where required.
These services can be contacted at any time about the outcome.
Services Australia can be contacted using any of the following:
● by calling the feedback and complaints service on 1800 132 468
● online via the Services Australia website or by using your Centrelink online
account
● in writing to the following address:
Centrelink and Medicare, Services Australia Complaints and
Feedback
Reply Paid 7800
Canberra BC ACT 2610
● in person at a Centrelink service centre.
If your complaint is related to other services, you can contact:
● Consumer Affairs Victoria – 1300 55 81 81
● Consumer Affairs Victoria – consumer.vic.gov.au
Record keeping
Our recording keeping practices ensure that all Centrepay-related complaints,
enquiries, correspondence and resolutions are recorded, stored securely and
accessible only to authorised staff. Records are maintained in accordance with
privacy and record retention obligations.
Ray White Pakenham maintains complaint records relating to Centrepay securely for
a minimum of 7 years in accordance with privacy obligations. Information retained
may include, but not limited to:
● details of complainant
● details of the complaint
● actions taken
● the outcome of the complaint
● any referral or reports to relevant regulatory authorities, including information
about dispute resolution schemes.