Complaints and Dispute Resolution

Help with complaints

Complaints about real estate agents are handled through a few main channels depending on the issue.

Buying, selling or renting property can sometimes be stressful. If something hasn’t gone as expected, it’s important to know the right steps to take to have your concerns addressed.

This guidance will help you resolve issues quickly and ensure your complaint is directed to the right place. 

Start with the agency. Seek an audience with the principal of the agency in question. Formal complaints bodies will ask about your dealings with the principal. 

Government Regulator. If the issue isn’t resolved within the agency, you could contact the real estate regulator, the Office of Fair Trading (OFT). There is a wealth of information on their complaint handling process available on their website. The OFT handles complaints about misleading or deceptive conduct, unfair practices and failure to follow laws. You can find the online complaint lodgement here. 

Tenants and Property Management. If your complaint relates specifically about a lease or a rental property you may seek advice from the Residential Tenancies Authority (RTA). They handle complaints about rental disputes, bond refunds, lease issues, maintenance disagreements and more. 

Consider legal advice. Some disputes, particularly those involving contracts, financial loss or compensation may require independent legal advice. Depending on the nature of your complaint you may also consider:

• Queensland Civil and Administrative Tribunal (QCAT)
• Professional legal advice 

What the REIQ can (and can’t) do

The REIQ is the peak body for real estate professionals in Queensland, and we support high standards across the industry.

We can:

• Provide general guidance on the complaint process
• Offer information about industry standards and best practice
• Raise awareness of serious concerns affecting the profession

We can’t:

• Investigate or decide on individual disputes
• Compel agencies to take action
• Provide legal advice or determine compensation