CPPREP4002 - Dispute Resolution Case Studies v1

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May 1, 2024

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CPPREP4002 - Access and interpret ethical practice in real estate (Release 1) Dispute Resolution Case Studies Dispute Resolution Case Studies © Real Estate Academy Australia Version 1.3 – February 2022 RTO 32426
CPPREP4002 - Access and interpret ethical practice in real estate (Release 1) Dispute Resolution Case Studies Dispute Resolution Case Studies At one time or another, you will be faced with others (including clients, customers etc) dissatisfied with the service you have provided. This can occur for several reasons such as failure to meet the client’s expectations. Regardless of the reason for the dissatisfaction, you need to resolve these complaints to ensure the agency’s and your own reputation are protected. What you need to do: Using Microsoft Word or other compatible software, for each of the complaints listed below in the text box provided, draft an email to respond to the concerns and how you propose to resolve these matters whilst promoting ethical practice. The agency has received the following complaints, via email. You have been tasked with responding to these complaints to satisfy the consumer complaints and resolving the conflict that is being experienced. Ensure you clearly represent the consumer’s rights and responsibilities and utilise effective complaints resolution processes to address these complaints. A Complaints Handling and Dispute Resolution Policy example for a real estate agency has been provided in the additional resources folder for this unit to give you an idea of the steps involved to assist you with this task. You may also do further internet research about other real estate agency’s policies on this topic. How to Submit your Assessment: Upload your completed document into your learner portal as per the instructions with the assessment task. You can drag and drop the file into the window or use the add file icon in the top left of the submission window and select the file you wish to upload by using the browse/choose file option.  Click on “finish attempt” to submit it for grading. © Real Estate Academy Australia Version 1.3 – February 2022 RTO 32426
CPPREP4002 - Access and interpret ethical practice in real estate (Release 1) Dispute Resolution Case Studies Complaint 1 – Customer (Buyer) To whom it may concern, I am very disappointed with the service provided by your agency. Last week I sent in an enquiry about the property you have listed at 26 Fast Last, [YOUR SUBURB], [YOUR STATE] and I am yet to receive a reply on the property’s availability of an inspection. I am wishing to buy a property in the very near future and believe the property is well suited to by needs. I would like to request that someone take the time to email me to make arrangements for a property inspection. Thank you. Danny Sawyer. Dear Danny Sawyer, Thank you for your email regarding your enquiry about the property listed at 26 Fast Last, Arundel, Qld. I am sorry to hear that you have not yet received a response regarding the availability of an inspection for the property. I understand how important it is to receive timely and professional service when you are interested in buying a property, and I apologize for any inconvenience this delay may have caused. I will immediately follow up with the relevant member of our team and ensure that they get in touch with you as soon as possible to arrange a property inspection. If there is anything else we can assist you with, please do not hesitate to let us know. We value your interest in the property and we look forward to assisting you in your property search. Kind regards, Simon Russ Rusty Realty © Real Estate Academy Australia Version 1.3 – February 2022 RTO 32426
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