Complaints & Dispute Resolution
How to raise a concern with Bold Property Group, and how we handle it from receipt to resolution.
How to raise a concern with Bold Property Group, and how we handle it from receipt to resolution.
Bold Property Group takes every concern seriously. If something about our service has fallen short of your expectations, whether it is a fee query, advice you received, a communication lapse, or the conduct of a team member, we want to hear from you and put it right.
We operate a two-stage internal process with clear response times. If we cannot resolve the matter together, there are free, independent external bodies you can escalate to at no cost to you.
Please send the details in writing so we have a clear record:
Email: [email protected]
Phone: request a return call via the email above, our Complaints Officer will call you back within 2 business days.
To help us investigate quickly, please include:
We acknowledge every complaint in writing within 5 business days of receipt. The acknowledgement will include the name of the person handling your complaint, a reference number, and the next expected contact date.
We investigate the matter, which may include reviewing our records, speaking to the team members involved, and where appropriate consulting our legal advisors. We aim to provide a substantive written response within 30 calendar days of first receiving the complaint.
If the matter is complex and needs longer, we will write to you before day 30 explaining why and confirming a revised response date.
Our written response will set out our findings, any corrective action we propose, and if applicable a remedy (such as a fee adjustment, apology, or process change). You are free to accept, request changes, or escalate externally.
If you are not satisfied with the outcome of our internal process, or if we have not responded within 30 days, you may take the matter to an external body at no cost. Which body depends on the nature of the complaint.
For complaints relating to the conduct of a licensed real-estate agent or real-estate-related service in the state where the property is located:
For complaints about a broker, lender, financial adviser, conveyancer or other third-party firm we may have referred you to, that provider's own internal complaints process and external dispute resolution scheme apply, not ours. The provider must give you their complaints contact details on request. We will assist you in escalating to that provider where appropriate.
AFCA's jurisdiction covers complaints against AFS-licensed financial firms (financial advisers, lenders, brokers, insurers and other financial-product issuers). Bold Property Group does not hold an AFS licence and is not a member of AFCA. AFCA cannot consider a complaint about our property-services scope. If your complaint relates to a financial-services provider we referred you to, you can lodge with AFCA at no cost:
If your complaint concerns how we have handled your personal information under the Australian Privacy Act 1988, you may contact the OAIC at no cost:
See our Privacy Policy for our internal privacy contact and the privacy complaints process.
We keep a log of every complaint we receive, including the issue raised, how it was resolved, and any process change that followed. This log is reviewed quarterly by Bold Property Group’s directors as part of our continuous-improvement and risk-management program. Individual records are retained for 7 years in line with our record-keeping obligations.
Bold Commercial Pty Ltd (ABN 33 697 224 025)
Trading as Bold Property Group
Complaints Officer: [email protected]
General enquiries: [email protected]
Last Updated: April 2026
This policy is reviewed at least annually, or sooner when there is a material change in our services or the relevant regulatory framework.