We know no one can be perfect but also understand we can learn from our mistakes. We consistently strive to fine tune our in-house procedures for better outcomes for either party.

Real estate agents are required to offer an in-house and dispute resolution procedure. It is optional to use our procedure and complaints can be made to the Real Estate Agents Authority at any time.

Our in-house complaints and dispute resolution procedures are designed to offer a simple and personalized process tailored for the individual or party involved.

Our in-house procedure is as follows:

• Within two working days we will acknowledge your complaint in writing

• We will document the complaint on Deinde Limited trading as Actuate Strategic Investment or Actuate Invest Limited (dependent on the complaint channel) Complaint Register and provide the complainant with an outline of our resolutions process

• We will call to discuss the complaint with complainant and agree on reasonable time frame for resolution to the complaint

• If the complaint cannot be resolved via telephone call, we will meet with you if at all possible within 7-10
working days to discuss the complaint further

During the meeting:
a) we will pinpoint, identify and document the issue
b) we will discuss and document the impact that the issue has on the complainant
c) we will discuss and document the outcome the complainant seeks
d) we will discuss and document an agreeable outcome with the complainant for both parties