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Complaints register guideline review

17 May 2018

Real estate stakeholders can have their say on NSW Fair Trading’s Complaints Register in an online survey to improve the guidelines before 25 May 2018.

Feedback is being sought to evaluate whether it assists consumers to make informed decisions about where to shop and encourages businesses to improve their service. 

The Complaints Register publishes the names of businesses which have been the subject of 10 or more complaints the previous calendar month, as an incentive for businesses to improve their business practices.

Have your say on the review here.

REINSW concerns

REINSW made a submission to NSW Fair Trading about the Complaints Register before it launched in October 2015. Since it launched the Institute, in association with a number of franchise and marketing groups, also made submissions to the Minister for Innovation and Better Regulation Matt Kean.

One of the Institute’s main concerns was about franchisees, marketing groups or co-operative models who share a brand, which are grouped as one product.

This puts the biggest agency groups at an unfair disadvantage and REINSW believes real estate businesses independently owned and operated should not be discriminated against because they belong to a franchise.

REINSW CEO Tim McKibbin said: “It punishes innocent small businesses operating under franchise or co-operative brands who are tarred with the same brush as those which have had complaints made against them, which is completely unfair.”