CUSTOMER SERVICE CHARTER

Our commitment at Lucas Real Estate is to deliver outstanding service to all our clients and customers. We understand that excellent service is paramount in our business, and this charter outlines our commitment to you. 

Our Service Commitments: 

1.      Communication: We will keep you updated on any relevant information concerning your property and transactions. We are available via phone, email, and in-person to answer your queries. 

2.      Respect and Fairness: We will treat all customers with respect, ensuring transactions are conducted with the utmost integrity and transparency. 

3.      Efficiency and Timeliness: We promise to work diligently and swiftly, acknowledging receipt of your communication within 24 hours and working to resolve any issues as quickly as possible. 

4.      Expertise: We pledge to provide accurate and up-to-date information, with our team trained to deliver professional advice on all aspects of real estate. 

5.      Privacy: We adhere to the strictest privacy regulations and ensure your personal information is securely managed. 

Complaints Handling Process 

1.      Complaint Submission: If you have a complaint, we encourage you to contact Baden Lucas or Dylan Emmett on: directors@lucasre.com.au Please provide as much detail as possible about the issue.  

2.      Acknowledgment of Complaint: We will acknowledge receipt of your complaint within 48 hours, outlining the steps we will take to investigate and respond to your concern. 

3.      Investigation: Your complaint will be thoroughly investigated by a dedicated member of our team or the relevant department head, who will review all details and circumstances surrounding the issue. 

4.      Resolution: We aim to resolve all complaints within 14 days. If this is not possible, we will provide you with an update and an estimated time frame for resolution. 

5.      Response: We will communicate the outcome of the investigation to you and any measures taken to address the issue. 

6.      Escalation: If you are not satisfied with our response, you may escalate the complaint to the Real Estate Institute of Victoria or Consumer Affairs Victoria.  

We value your feedback as it allows us to improve our services. Rest assured that all complaints are taken seriously and handled with confidentiality, fairness, and respect.