CPPREP4002 - Dispute Resolution Case Studies v1
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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 Mr. Sawyer,
Thank you for your email, I would like to apologise on behalf of our team for the
late response as it was a miscommunication error from our end. The property at 26 Fast Lane, Holland Park is still available for inspection. There is
an open inspection this Saturday at 10:00am – 10:30am, however I can organise a
private inspection for you if you would like to see it sooner.
Please let me know if you have a preferred day/time you would like to inspect or if
you prefer to attend the open home.
If you have any questions or concerns in the meantime, please do not hesitate to
contact me via phone or email. I am looking forward to hearing from you.
Kind regards,
Khoa Le
XYZ Real Estate
© Real Estate Academy Australia
Version 1.3 – February 2022
RTO 32426
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