Complaints & Feedback

We value your feedback and resolve concerns fairly, respectfully and promptly.

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Effective date: 17 July 2026

Our commitment

At JAAS Property Group Pty Ltd (ABN 46 696 283 306, QLD Real Estate Licence No. 4964279), we value feedback and are committed to resolving concerns fairly, respectfully and promptly. Your feedback helps us improve our services. Making a complaint is free, and it will never affect the way we treat you or the services you receive from us.

How to provide feedback or make a complaint

Compliments, suggestions and complaints can be submitted by:

If you need help lodging a complaint — for example because of language, accessibility or other barriers — contact us and we will assist you. You may also have a support person, advocate or representative act on your behalf.

What happens next

  • We acknowledge complaints within 2 business days of receiving them.
  • We investigate the matter fairly and impartially.
  • We aim to provide a response within 10 business days. If more time is needed, we will keep you informed of progress and the expected timeframe.

Information to include

To help us resolve your complaint quickly, please provide your name, contact details, the property address (if applicable), a description of the issue, any relevant dates and documents, and the outcome you are seeking.

Privacy

All complaints and personal information are handled confidentially in accordance with our Privacy Policy and applicable Australian privacy laws.

If you are not satisfied

If you are unhappy with our response, you may request an internal review under our Internal Dispute Resolution Policy — your complaint will be reviewed by a director not involved in the original decision. If you remain dissatisfied after our internal processes, you may contact an external body, including:

  • Residential Tenancies Authority (RTA) — free dispute resolution for Queensland tenancy matters — www.rta.qld.gov.au • 1300 366 311
  • Queensland Office of Fair Trading (OFT) — complaints about licensed real estate agents — www.qld.gov.au/law/fair-trading • 13 74 68
  • Queensland Civil and Administrative Tribunal (QCAT) — for unresolved tenancy disputes — www.qcat.qld.gov.au

If your complaint relates to a Centrepay deduction, you can also contact Services Australia on 1800 050 004 or visit servicesaustralia.gov.au/centrepay.

Contact us

JAAS Property Group Pty Ltd
38 Belfry Place, Oxley QLD 4075
Email: info@jaasproperty.com.au
Phone: Asma 0485 754 432 • Jenny 0485 760 476
Serving Brisbane, Sunshine Coast & Gold Coast.