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(a) Lodgment of Complaints<\/strong><\/p>\n IMPERIAL REALTOR GROUP PTY LIMITED<\/strong> Privacy Officer will provide reasonable information and assistance to ensure that Complaints are lodged effectively.<\/p>\n Complaints may be lodged by emailing IMPERIAL REALTOR GROUP PTY LIMITED<\/strong> Privacy Officer using the details in Section 11.<\/p>\n Complaints will be acknowledged, and Website users will be advised of the progress of their Complaint.<\/p>\n IMPERIAL REALTOR GROUP PTY LIMITED<\/strong> has established, and will continue to develop, quality processes for the effective acknowledgement and processing of complaints.<\/p>\n (b) Response to Complaints\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/strong><\/p>\n Complaints will be processed in a timely and efficient manner. IRGPL<\/strong> is committed to continuous improvement and training to ensure that complaints are resolved promptly and courteously.<\/p>\n Managing our customer\u2019s expectations realistically is IRGPL<\/strong> goal. This involves investigation and thoroughly analyzing of each complaint and a resolution offered as soon as practicable.<\/p>\n (c) Review of Complaint Handling Process<\/strong><\/p>\n IMPERIAL REALTOR GROUP PTY LIMITED<\/strong> complaint handling procedures and systems ensure effectiveness, and we conduct internal reviews to highlight any need for improvement or required training where necessary.<\/p>\n (d) Records\/ Systems<\/strong><\/p>\n All Complaints are recorded and analyzed to ensure that our complaint management processes comply with this policy.<\/p>\n Systemic trends and recurring problems will be identified, and feedback provided to the relevant departments to improve processes and your customer experience.<\/p>\n