Complaints Policy
Last updated: 18 August 2026
This page is provided in English. Translations are for convenience only — the English version prevails.
Our commitment
Plus Value Property (PVI Group), a trading name of PVI Property Pty Ltd (ABN 25 679 236 394), aims to deliver a professional, honest service on every engagement. If something has gone wrong, we want to hear about it — complaints are handled seriously, fairly and confidentially, at no cost to you, and raising one will never affect the quality of service you receive from us.
How to make a complaint
You can raise a complaint in whichever way suits you:
- Email: info@pvigroup.com.au (please put "Complaint" in the subject line)
- Phone: 07 3349 6535
- Post or in person: Shop 60/358 Mains Rd, Sunnybank QLD 4109
What to include
To help us resolve your complaint quickly, please tell us:
- your name and preferred contact details;
- what happened, when, and who you dealt with;
- copies of any relevant documents or correspondence; and
- the outcome you are seeking.
How we handle complaints
- Acknowledgement. We acknowledge your complaint within 2 business days of receiving it.
- Investigation. A senior team member who was not directly involved in the matter (where practicable) reviews what happened, speaks with those involved and examines relevant records.
- Response. We aim to give you a written outcome within 21 days. If the matter is complex and we need longer, we will tell you why and keep you updated on progress.
If you are not satisfied
If you are not happy with our response, you can escalate your complaint to an external body:
- Real estate conduct: the Queensland Office of Fair Trading — www.qld.gov.au/law/fair-trading or 13 QGOV (13 74 68).
- Privacy: the Office of the Australian Information Commissioner (OAIC) — www.oaic.gov.au or 1300 363 992. See also our Privacy Policy.
- Finance or credit services provided by a partner we referred you to: raise it with that provider directly under their own complaints process, which will include access to their external dispute resolution scheme (such as the Australian Financial Complaints Authority, where the provider is a member).
Records and improvement
We keep a record of every complaint, its investigation and its outcome, and we review complaints regularly to identify how our service and processes can improve.