Complaints Handling Procedure

Last updated: 16 May 2026

The One Club is committed to handling complaints fairly, promptly, and transparently. This procedure is published in line with the Property Occupations Act 2014 (Qld) and the Code of Conduct for licensed real estate agents in Queensland.

If something we've done has fallen short of what you'd expect — whether it's our communication, the conduct of a campaign, an inspection, a marketing claim, our chat assistant, or anything else — we want to know about it and we want to fix it.

Step 1 — Speak to us directly

Start by raising the issue with Bobby. Most concerns are sorted at this stage in a single conversation.

Bobby Sugarman-Warner — Principal Agent
Phone: +61 404 774 272
Email: bobby@theoneclub.com.au

We aim to acknowledge any complaint within 1 business day and respond substantively within 5 business days.

Step 2 — Put it in writing to the agency

If your concern isn't resolved at Step 1, send a written complaint setting out:

• What happened, including dates and any relevant property address.
• Who you spoke to (if anyone).
• What outcome you're seeking.
• Copies of any correspondence or evidence.

Send it to bobby@theoneclub.com.au with the subject line "Formal complaint". We will:

• Acknowledge receipt within 2 business days.
• Investigate the issue and respond in writing within 14 days.
• Explain our decision, what we'll do (if anything), and your further options if you're still not satisfied.

Step 3 — Escalate to the regulator or industry body

If the matter still isn't resolved, you can escalate it externally:

Queensland Office of Fair Trading

The OFT regulates licensed real estate agents in Queensland under the Property Occupations Act 2014.

• Phone: 13 QGOV (13 74 68)
• Web: qld.gov.au/fairtrading
• Online complaint form: qld.gov.au — lodge a consumer complaint

Real Estate Institute of Queensland (REIQ)

The REIQ is the industry body and can also help mediate complaints between consumers and member agencies.

• Phone: 1300 697 776
• Web: reiq.com

Records

We keep a confidential record of every complaint, the steps we took, and the outcome. These records are retained for at least 7 years in line with our recordkeeping obligations.

No reprisal

You will not be disadvantaged in any way for making a complaint — current or prospective clients, buyers, tenants, and members of the public are all treated equally on this point.