1. Our approach
Coastal Crest is committed to professional, transparent and personal service.
We encourage people to raise concerns with us.
Complaints are taken seriously, and we will make reasonable efforts to understand and resolve them fairly.
Raising a complaint will not affect the respectful and professional treatment you receive from Coastal Crest.
2. How to make a complaint
You can make a complaint by email at info@coastalcrest.com.au or by phone at 0416 565 417.
Where possible, please provide:
- your name and contact details;
- a description of the issue;
- relevant dates and circumstances;
- supporting information or documents; and
- the outcome you are seeking.
No special form is required.
3. What happens after a complaint
We aim to acknowledge complaints promptly.
We will review the information provided and relevant records and may seek clarification where appropriate.
We aim to provide a substantive response within a reasonable timeframe, taking into account the nature and complexity of the complaint.
If additional time is reasonably required, we will endeavour to keep you informed.
4. Resolving complaints
Possible resolutions may include:
- providing clarification or information;
- correcting an error;
- addressing a service issue;
- taking reasonable preventive action; or
- another appropriate resolution.
Nothing in this policy limits rights or remedies under Australian law.
5. If we cannot resolve the complaint
We encourage you to raise the issue with Coastal Crest first so that we have an opportunity to understand and address it.
If the complaint remains unresolved, you may have rights to seek assistance from an appropriate regulator, consumer body, tribunal, court or dispute-resolution service.
For Queensland consumer or property-industry matters, this may include the Queensland Office of Fair Trading.
Nothing prevents you from contacting a regulator or obtaining independent legal advice.
6. Privacy complaints
Privacy complaints can be made using the same contact details and will be handled consistently with our Privacy Policy and applicable obligations.
Where applicable, unresolved privacy concerns may be raised with the Office of the Australian Information Commissioner.
7. Records and improvement
Coastal Crest may retain appropriate records of complaints and outcomes for legitimate business, compliance and service-improvement purposes.
Complaint information will be handled in accordance with our Privacy Policy and applicable law.
Feedback may be used to improve our systems, processes and client experience.