Privacy
We recognise the importance of protecting the privacy of information collected about visitors to our sites, in particular information that is capable of identifying an individual (“personal information”). This Internet Privacy Policy governs the manner in which your personal information, obtained through the web site, will be dealt with. This Privacy Policy should be reviewed periodically so that you are updated on any changes.
Your Personal Information
Personal information about visitors to our sites is collected only when knowingly and voluntarily submitted. For example, we may need to collect such information to provide you with further services or to answer or forward any requests or enquiries. It is our intention that this policy will protect your personal information from being dealt with in any way that is inconsistent with applicable privacy laws in Australia.
How We Collect Personal Information
In the course of providing our services, we collect personal information in a variety of ways. For example, information is collected when you:
• ask to be placed on one of our mailing lists,
• apply for a job with us,
• make an enquiry about our services,
• visit our web site, or
• become a client or debtor of the company.
• Information provided by you
• You provide most of the personal information directly to us and for a specific purpose.
How We Use the Information We Collect
Personal information that visitors submit to our sites is used only for the purpose for which it is submitted unless we disclose other uses in this Internet Privacy Policy or at the time of collection. Copies of correspondence sent from the web site, that may contain personal information, are stored as archives for record-keeping and back-up purposes only. You should be aware that we, and those authorised may use your email address to contact you in the future. We will not sell or pass on your details to third parties.
Use of the Information for a Secondary Purpose
We may sometimes use the personal information we collect for a secondary purpose, that is, for use in a way different from the original reason for collection. We will only do this in the following circumstances:
• where you have consented,
• where the secondary purpose is directly related to the primary purpose, and you would reasonably expect us to use or disclose the information in such a way, or
• where we are permitted or required by law, or it is in the interests of public safety to do so.
Correcting Information
You can also request that information about you be corrected or deleted. This is part of our commitment to take all reasonable steps to ensure that the information we hold about you is accurate, complete and up-to-date.
Disclosure
You should be aware that we may use your email address to contact you in the future. We may share your contact details with third party advertisers who may contact you regarding the marketing of your property, unless you explicitly advise us not to do so.
Security
We strive to ensure the security, integrity and privacy of personal information submitted to our site. Unfortunately, no data transmission over the Internet can be guaranteed to be totally secure.
However, we will endeavour to take all reasonable steps to protect the personal information you may transmit to us or from our online products and services. Once we do receive your transmission, we will also make our best efforts to ensure its security on our systems.
In addition, our employees and the contractors who provide services related to our information systems are obliged to respect the confidentiality of any personal information held by us. However, we will not be held responsible for events arising from unauthorised access to your personal information.
Links to Other Sites
We provide links to Web sites outside of our web site, as well as to third party Web sites. These linked sites are not under our control, and we cannot accept responsibility for the conduct of companies linked to our website. Before disclosing your personal information on any other website, we advise you to examine the terms and conditions of using that Web sites and its privacy statement.
Further Privacy Information
For more information about privacy issues in Australia and protecting your privacy, visit the Australian Federal Privacy Commissioner’s website http://www.privacy.gov.au/.
Disclaimer
Please read this legal information carefully. This web site and its contents (‘Web Site’) are owned and operated by JRW Property International – Glen Waverley. The use of this Web Site is governed by the following terms and conditions, as amended from time to time (the ‘Terms and Conditions’). These Terms and Conditions apply in favour of, and are enforceable by, JRW Property International – Glen Waverley.
By using this Web Site you acknowledge that you have read and understood these Terms and Conditions and agree to be bound by them. If you do not agree with these Terms and Conditions you should immediately cease using the Web Site. The Web Site may be updated from time to time, including these Terms and Conditions. By continuing to use this Web Site after these Terms and Conditions have been updated, you acknowledge that you have read and understood the updated Terms and Conditions and agree to be bound by them.
The material on the Web Site is presented as general information only. It is not intended as legal, financial or real estate advice and must not be relied on as such. You should make your own inquiries and obtain independent professional advice tailored to your specific circumstances before making any legal, financial or real estate decisions.
Intellectual Property and Restrictions On Use of Content
Unless otherwise indicated, the copyright in the Web Site is owned by JRW Property International – Glen Waverley. The Web Site includes registered and unregistered trade marks that are owned by JRW Property International – Glen Waverley. Except for the direct purpose of viewing, printing, accessing or interacting with the Web Site for your own personal use or as otherwise indicated on the Web Site or these Terms and Conditions, you must not reproduce, modify, communicate to the public, adapt, transfer, distribute or store any of the contents of the Web Site, or incorporate any part of the Web Site into another web site without JRW Property International – Glen Waverley consent.
Links to Third Party Sites
JRW Property International – Glen Waverley assumes no responsibility for the condition or content of third party web sites that may be linked to or accessed from the Web Site. JRW Property International – Glen Waverley excludes all liability for any loss, damage, claim, expense, cost (including legal costs) or liability whatsoever arising from or referable to the condition or content of third party web sites that may be linked to or accessed from the Web Site.
Personal Information
JRW Property International – Glen Waverley may collect, use and disclose personal information about you obtained by JRW Property International – Glen Waverley from your use of the Web Site. JRW Property International – Glen Waverley management of this information is governed by the Privacy Statement. Disclaimer and Limitation of Liability The Web Site and its entire contents are provided on an “as is” basis. JRW Property International – Glen Waverley does not warrant the completeness, accuracy, reliability or availability of the Web Site or its contents. All information is subject to change without notice. Subject to any responsibilities implied by law and that cannot be excluded, JRW Property International – Glen Waverley excludes all liability for any loss, damage, claim, expense, cost (including legal costs) or liability whatsoever arising from or referable to the Web Site whether in contract, tort including negligence, statute or otherwise. Any term, condition, representation or warranty implied into these Terms and Conditions by law or otherwise, and which cannot be excluded, is included in these Terms and Conditions. Liability of any member of JRW Property International – Glen Waverley for a breach of a condition or warranty implied into these Terms and Conditions by law or otherwise, and which cannot be excluded, is limited to the extent possible, at that member’s option, to the supplying of the relevant goods or services again or the payment of the cost of having the goods or services supplied again.
Changes and Termination
JRW Property International – Glen Waverley reserves the right to revise the content of, amend links from, or withdraw access to the Web Site at any time without notice or liability to you. Your ability to access the Web Site or to participate in any features of the Web Site, including Best Investor, may be terminated at any time without notice, and without any liability to you. Any limitations on JRW Property International – Glen Waverley liability will survive such termination.
Miscellaneous
A right relating to these Terms and Conditions may only be waived by JRW Property International – Glen Waverley in writing. These Terms and Conditions are governed by and construed in accordance with the laws of New South Wales, Australia. By using the Web Site you irrevocably and unconditionally submit to the non-exclusive jurisdiction of the courts of New South Wales. If any provision of these Terms and Conditions are found to be invalid or unenforceable by a Court of Law, such invalidity or unenforceability will not affect the remaining provisions, which will continue in full force and effect. JRW Property International – Glen Waverley failure to exercise or enforce any rights or any provision of these Terms and Conditions will not constitute a waiver of such right or provision unless acknowledged and agreed to by JRW Property International – Glen Waverley in writing.
Complaints Handling and Dispute Resolution Policy
How to make a complaint
JRW Property International aims to make it easy for you to bring any problems or complaints to our attention.
You should first raise your issue with the Agent, Sales Representative or Property Manager who is handling your business. If you are not satisfied with the outcome, you can make a complaint to us by:
- Telephone (during business hours): (03) 9886 1211 and ask to speak to the Operations Manager
- Email: info@jrwproperty.com.au – attention to the Operations Manager
- Fax: (03) 9887 9815 – attention to the Operations Manager
- Post: 73 Railway Parade North, Glen Waverley, VIC, 3170 – addressed to the Operations Manager
Please provide as much detail as possible about your complaint, including the following information:
- Name
- Contact Details
- Nature of complaint
- Details of the persons involved
- Actions you have already taken to try and resolve the issue
- The outcome you would like
Should you like to discuss your concerns informally first or require assistance to describe or send your complaint, please feel free to contact our office.
How we will handle your complaint
Our Operations Officer will oversee the complaints process. This person is responsible for liaising with you and relevant agency staff, to ensure that the issues you raise are fully reviewed and that your complaint is handled in accordance with this process.
You should expect to receive an acknowledgment of receipt of the complaint within two business days. We will give you an estimate of how long it may take us to deal with the matter and we will endeavour to finalise the matter within 5 working days. Should the matter not be resolved within this time frame, or is anticipated to take longer, it will be escalated to our OIEC and you will be notified as soon as it is escalated.
We will treat the process, and all the details of your complaint, in strict confidence. If we need to discuss any issues arising from your complaint with someone outside of the agency, we will obtain your consent first.
We will always try to give you a fair and reasonable opportunity to explain and discuss your case with us. You should make your initial complaint as clear as possible. Sometimes we may want to meet you in person to discuss your concerns and try to find a satisfactory solution.
How long will it take?
We will endeavour to resolve your complaint as soon as possible. However, duration will depend on the nature and complexity of the issues you have raised.
What action will we take in response to your complaint?
If we conclude that your complaint is justified, we will then decide what action we should take in response. We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.
Some of the things we might do include:
- Take steps to rectify the problem or issue you have raised
- Provide you additional information or advice so you can understand what happened or what action we have decided to take/have taken to deal with the issue
- Take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things.
What if you’re still unhappy?
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, should this be the case, you may want to escalate the matter to the OIEC of the company, Leo Ren, whom you may contact with the methods below:
- Mailing address: 73 Railway Parade North, Glen Waverley, VIC, 3170 – addressed to Leo Ren
- Email: info@jrwproperty.com.au – subject heading ATT: Leo Ren
Should you feel that matters are still not resolved within satisfaction, you may be able to discuss the issue further to Consumer Affairs Victoria (CAV).
CAV can deal with enquiries and complaints about real estate agents and offers information, advice and dispute resolution services on real estate issues.
You can telephone CAV on 1300 55 81 81 duringweekdays to discuss your complaint.