Somners Complaints Policy
Somners is committed to handling complaints fairly, respectfully and consistently. This Complaints Policy explains how concerns about our real estate services, property information, communications, website content and other activities can be raised and how they will be considered.
We aim to provide a practical process that allows concerns to be identified, reviewed and, where appropriate, resolved. This policy operates alongside any complaint-handling, review or dispute resolution requirements imposed by applicable law.
What is a Complaint?
A complaint is an expression of dissatisfaction about Somners where a response or resolution is reasonably expected. A complaint may relate to our real estate agency services, conduct or communications, property advertising or information, interactions with clients or members of the public, website content, published resources, software or another aspect of our operations.
A concern may still be treated as a complaint even if it can be resolved promptly. General feedback, suggestions or comments that do not express dissatisfaction may be considered outside the formal complaints process.
How to Make a Complaint
A complaint may be made by contacting us. To help us understand and review the matter, you should provide enough information to identify the relevant property, service, communication, content or interaction and explain the nature of your concern.
Where available, providing relevant dates, correspondence, documents, screenshots or other information may assist our review. Somners may request additional information where reasonably necessary to understand or investigate the complaint.
You are not required to use particular legal terminology or identify a specific law or policy when making a complaint.
How We Handle Complaints
Somners will consider complaints fairly and in good faith. We will seek to understand the issue raised, review relevant information reasonably available to us and consider any applicable contractual, professional, regulatory or legal requirements.
Depending on the circumstances, we may speak with staff members, clients, service providers or other people involved in the matter, review correspondence or records, examine published material, or request further information from the complainant.
Where appropriate, a person whose conduct or work is the subject of a complaint may be given an opportunity to provide relevant information or context before a conclusion is reached.
We aim to acknowledge complaints promptly and provide a substantive response within a reasonable timeframe. The time required will depend on the nature and complexity of the matter, the information available and whether input is required from other parties.
If a complaint cannot appropriately be resolved by the person initially handling it, the matter may be referred to senior management or the person responsible for the relevant area of Somners' operations.
Complaints About Real Estate Services and Property Information
Complaints concerning Somners' real estate agency services, property advertising, representations, communications or handling of a property matter will be considered having regard to the circumstances and our obligations under applicable real estate, consumer protection and other laws.
If a complaint alleges that property-specific information contains an error, omission or potentially misleading representation, Somners may review the information reasonably available to us, including information supplied by property owners, authorised representatives, public records, government sources, professional advisers or other relevant sources.
Where property information is found to require correction, clarification or updating, Somners may amend the relevant material and take any other steps appropriate to the circumstances.
The making of a complaint does not of itself establish that Somners, a client, staff member or another person has acted incorrectly or unlawfully. Each matter will be considered on the information reasonably available and the requirements applying to the particular circumstances.
Complaints About Published Resources and Editorial Content
Somners publishes articles, suburb information, guides, data, commentary and other general resources in addition to providing real estate agency services. Complaints about factual accuracy, clarity, attribution or currency in this material may be reviewed and, where warranted, the content may be corrected, clarified or updated.
Some published material involves analysis, interpretation, opinion or editorial judgement. Disagreement with an opinion, conclusion, emphasis or editorial approach does not by itself establish that the material is inaccurate or requires amendment.
Somners retains editorial judgement over its general published resources while remaining willing to review credible concerns about factual accuracy, legal compliance or material that may reasonably require correction.
Privacy Complaints
Complaints concerning the collection, use, disclosure, security, retention or other handling of personal information are also dealt with in accordance with our Privacy Policy.
Privacy complaints will be considered in accordance with applicable privacy law and the complaint process described in that policy.
Accessibility and Inclusion Complaints
Concerns about accessibility, reasonable adjustments, discrimination or barriers to engaging with Somners may be raised through this complaints process. Further information about our approach is available in our Access and Inclusion Policy.
Where a complaint concerns an accessibility barrier that can be addressed while the complaint is being considered, Somners may also consider an appropriate adjustment or alternative arrangement without waiting for the broader complaint process to conclude.
Possible Outcomes
The appropriate outcome of a complaint will depend on the nature of the issue and the findings of our review. Depending on the circumstances, this may include providing information or clarification, correcting or updating published material, addressing a service or communication issue, reviewing an internal process, taking steps to prevent recurrence, or advising that no further action is considered necessary.
A complainant's preferred outcome will be considered where relevant but cannot be guaranteed. The outcome must remain consistent with the facts reasonably available to Somners, the rights and interests of other people, contractual obligations and applicable law.
Nothing in this policy limits any right or remedy that a person may have under applicable law.
External Complaint Options
We encourage complainants to raise concerns with Somners first so that we have a reasonable opportunity to review and respond to the matter.
Depending on the nature of the complaint, a person may also have the right to raise the matter with an external regulator, tribunal, court or dispute resolution body. Relevant bodies may include the Queensland Office of Fair Trading for certain real estate or consumer matters, the Office of the Australian Information Commissioner for eligible privacy complaints, and the Queensland Human Rights Commission for matters within its jurisdiction.
The availability of an external complaint process, and any requirements that apply before using it, depend on the nature and circumstances of the matter.
Legal and Regulatory Limitations
There may be circumstances where Somners is restricted by law from disclosing particular information about a compliance matter, report, investigation, information request or other activity. In those circumstances, the information we are able to provide in response to a complaint may be limited.
This can include restrictions arising under anti-money laundering and counter-terrorism financing laws. Further information about our customer due diligence and identity verification obligations is available on our AML/CTF and Identity Verification page.
Nothing in this policy requires Somners to disclose information where disclosure would be prohibited by law, breach another person's privacy or legal rights, compromise legal professional privilege, prejudice an investigation, or otherwise be inappropriate or unlawful.
Complaint Records
Somners may keep appropriate records of complaints, correspondence, information reviewed, steps taken and outcomes. Complaint records are handled in accordance with our privacy obligations and any applicable legal or regulatory record-keeping requirements.
Information arising from complaints may also be considered when reviewing our services, website, internal processes or training where doing so is appropriate and lawful.
Policy Review
This policy is reviewed periodically to reflect changes in Somners' services, operations and applicable legal or regulatory requirements.
Last reviewed: 22 August 2026
