PropWisdom is a licensed buyers agency operating under the NSW Property and Stock Agents Act 2002. We are committed to providing a professional, transparent service. We treat every complaint as an opportunity to put things right and improve how we work.
Policy date: 21 September 2026
This policy explains how clients, prospective clients and other members of the public can raise a concern with us, and what to expect once they do.
It applies to complaints about our conduct, our advice, our fees, or the service provided by any PropWisdom team member or contractor acting on our behalf.
Making a complaint is free, and we will not treat you any differently for having raised one.
Most concerns are resolved quickest by speaking directly with the PropWisdom team member you have been dealing with. If you would rather not do that, or you are not satisfied after doing so, you can lodge a complaint with us directly.
Contact us by phone, email or in writing and tell us that you would like to make a formal complaint.
Include your name and contact details, the property or matter involved, the names of anyone at PropWisdom involved, what you believe went wrong, and what outcome you are seeking.
Attach any supporting documents, such as emails, contracts or file notes, if you have them.
You can complain on your own behalf or ask someone else, such as a friend, family member or advocate, to complain for you.
We confirm we have received your complaint and let you know who is handling it.
Within 2 business daysThe matter is reviewed by a senior team member not directly involved in the original issue. We may contact you for more information.
Within 5 business days of acknowledgementWe tell you the outcome in writing, including our reasoning and any action we will take.
Within 15 business days of receiving your complaintMore complex matters can take longer. If that happens, we will tell you why and provide an updated timeframe.
Depending on the circumstances, possible outcomes include:
We will keep you informed at each stage and treat your complaint confidentially, sharing details only with those who need to know to resolve it.
If you are not happy with our response, or with how we have handled your complaint, you can take the matter further with NSW's regulator for real estate agents.
NSW Fair Trading licenses and regulates PropWisdom under the Property and Stock Agents Act 2002. Fair Trading recommends trying to resolve the matter with us directly first, but you can lodge a complaint with them at any time.
Fair Trading can investigate possible breaches of agents' licensing obligations and, where appropriate, take compliance or disciplinary action against a licensee.
For a formal dispute that is not resolved through Fair Trading, either party can apply to the NSW Civil and Administrative Tribunal (NCAT), which can hear disputes involving real estate agents and make binding orders.
We will cooperate fully with NSW Fair Trading or NCAT in relation to any complaint, and provide records or information they request within the required timeframe.
We handle complaints confidentially and only share information with the people who need it to investigate and resolve the matter, or where we are required to do so by law, for example when responding to NSW Fair Trading.
We keep a record of every complaint, including the outcome, in line with our record-keeping obligations as a licensed agent under the Property and Stock Agents Act 2002 and its regulations.
We review complaint trends periodically to identify recurring issues and improve our processes, training and client communication.
This policy follows the approach to complaint management set out in the Australian Standard AS/NZS 10002:2022, and we review it annually to make sure it remains fit for purpose.
You can contact PropWisdom directly using the details below.
Phone: 0415 246 767
Email: hardeep@propwisdom.com.au
Post: PropWisdom, 8 Tully Pl, Quakers Hill NSW 2763