Complaint Handling | Jellis Craig

Complaint Handling


How to make a complaint

Jellis Craig aims to make it easy for you to bring any problems or complaints to our attention.

You should first raise your issue with the agent, representative or property manager who is handling your business.

If you are not satisfied with the outcome from the relevant Jellis Craig representative, you can also make a complaint to your local Complaint Officer as detailed in the table below:

OFFICE

PROPERTY MANAGEMENT

SALES

ARMADALE, RICHMOND

Sam Nokes
Head of Property Management
E: samnokes@jelliscraig.com.au
T: 9864 5013
1215 High Street, Armadale

Iain Carmichael
Director
E: iaincarmichael@jelliscraig.com.au
T: 9864 5021
1215 High Street, Armadale

Andrew McCann
Director
E: andrewmccann@jelliscraig.com.au
T: 9864 5019
1215 High Street, Armadale

BALWYN, HAWTHORN, GLEN IRIS

Sophie Lyon
Director
E: sophielyon@jelliscraig.com.au
T: 9810 5080
248 Burwood Road, Hawthorn

Steven Abbott
Director
E: stevenabbott@jelliscraig.com.au
T: 9810 5052
248 Burwood Road, Hawthorn

Steven Abbott
Director
E: stevenabbott@jelliscraig.com.au
T: 9810 5052
248 Burwood Road, Hawthorn

BALLARAT, DAYLESFORD

Lachlain Ramsay
Head of Property Management
E: lachlainramsay@jelliscraig.com.au
T: 5329 2500
1211 Sturt St, Ballarat Central VIC 3350

Tim Valpied
Director
E: timvalpied@jelliscraig.com.au
T: 5329 2500
1211 Sturt St, Ballarat Central VIC 3350

BENTLEIGH, BRIGHTON, CARNEGIE

Vicki Lekanis
Head of Property Management
E: VickiLekanis@jelliscraig.com.au
T: 9194 1200
307 Bay St, Brighton

Mark Staples
Director
E: MarkStaples@jelliscraig.com.au
T: 9194 1200
307 Bay St, Brighton

BLACKBURN, WHITEHORSE RENTALS

Sali Young
Operations Manager
E: saliyoung@jelliscraig.com.au
T: 9908 5703
130 South Parade, Blackburn

Sali Young
Operations Manager
E: saliyoung@jelliscraig.com.au
T: 9908 5703
130 South Parade, Blackburn

BRUNSWICK

Zeina Issa
Head of Property Management
E: zeinaissa@jelliscraig.com.au
T: 9388 5200
1/66 Brunswick Road, Brunswick

Greg Cusack
Director
E: gregcusack@jelliscraig.com.au
T: 9387 5888
179 Sydney Road, Brunswick

DONCASTER

Simone Bermingham
Head of Property Management
E: simonebermingham@jelliscraig.com.au
T: 8841 4825
1/1006 Doncaster Road, Doncaster East

Chris Savvides
Director
E: chrissavvides@jelliscraig.com.au
T: 8841 4807
1/1006 Doncaster Road, Doncaster East

ELTHAM, GREENSBOROUGH

Jamin Silluzio
Director
E: JaminSilluzio@jelliscraig.com.au
T: 9431 1222
1022 Main Rd, Eltham

Jamin Silluzio
Director
E: JaminSilluzio@jelliscraig.com.au
T: 9431 1222
1022 Main Rd, Eltham

ESSENDON

Carolyn Shepherd
Operations Manager
E: carolynshepherd@jelliscraig.com.au
T: 8378 0500
291 Racecourse Road, Kensington

John Morello
Director
E: johnmorello@jelliscraig.com.au
T: 8378 0513
1 Woodland St, Essendon VIC 3040

FITZROY

n/a

Rob Elsom
Director
E: robelsom@jelliscraig.com.au
T: 8415 6100
189 Johnston Street, Fitzoy

IVANHOE, ROSANNA

Virginia Sier
Head of Property Management
E: VirginiaSier@jelliscraig.com.au
T: 9499 7992
153 Upper Heidelberg Rd, Ivanhoe

Kieran Whaley
Director
E: KieranWhaley@jelliscraig.com.au
T: 9499 7992
153 Upper Heidelberg Rd, Ivanhoe

KENSINGTON

Carolyn Shepherd
Operations Manager
E: carolynshepherd@jelliscraig.com.au
T: 8378 0500
291 Racecourse Road, Kensington

Simon Mason
Director
E: simonmason@jelliscraig.com.au
T: 8378 0500
291 Racecourse Road, Kensington

MONASH

Paul Polychroniadis
Director
E: paulpolychroniadis@jelliscraig.com.au
T: 8849 8013
280 Stephensons Road, Mount Waverley

Paul Polychroniadis
Director
E: paulpolychroniadis@jelliscraig.com.au
T: 8849 8013
280 Stephensons Road, Mount Waverley

NORTHCOTE

n/a

Sam Rigopoulos
Director
E: samrigopoulos@jelliscraig.com.au
T: 9403 9300
64 High Street, Northcote

SORRENTO

Claire Smith
Partner
E: clairesmith@jelliscraig.com.au
T: 0403 383 834
39 Beach Road, Sorrento

Emil Foller
Director
E: emilfoller@jelliscraig.com.au
T: 5984 0999
39 Beach Road, Sorrento

WOODEND, CASTLEMAINE

Nichola Coultish
Property Manager
E: nicholacoultish@jelliscraig.com.au
T: 5427 2800
91 High Street, Woodend

Paul Keane
Director
E: paulkeane@jelliscraig.com.au
T: 5427 2800
91 High Street, Woodend

CORPORATE

Kylie Neal
Operations Manager
E: KylieNeal@jelliscraig.com.au
T: 9452 4000
501, 12-14 Claremont Street, South Yarra

Please provide as much detail as possible about your complaint, including the outcome you would like.

If you need help to describe or send your complaint, or if you would like to discuss your concerns informally first, please feel free to contact us.

How we will handle your complaint

We will oversee the complaints process. We are responsible for working with you and relevant agency staff, to ensure that the issues you raise are fully examined and that your complaint is handled in accordance with this process.

We will treat the process, and all the details of your complaint, in strict confidence. If we need to discuss any issues arising from your complaint with someone outside of the agency, we will obtain your consent first.

We will always try to give you a fair opportunity to explain your case. You should make your initial complaint as clear as possible. Sometimes we may want to meet you in person to discuss your concerns and try to find a satisfactory solution.

How long will it take?

We will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised.

We will send you acknowledgment of receipt of the complaint within two business days. We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.

What action will we take in response to your complaint?

If we decide that your complaint is justified, we will then decide what action we should take in response. We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.

Some of the things we might do include:

  • take steps to rectify the problem or issue you have raised
  • give you additional information or advice so you can understand what happened or how we have dealt with it
  • take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things.

What if you still feel your complaint remains unresolved?

Sometimes it will not be possible to resolve a complaint to everyone's satisfaction, and you might want to escalate the matter to the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria.

EARS can deal with enquiries and complaints about real estate agents and offers information, advice and dispute resolution services on real estate issues.

You can telephone EARS on 1300 73 70 30 weekdays to discuss your complaint.