Complaints handling procedure.

Who this applies to

This procedure applies to any client, or anyone else affected by our work, who is dissatisfied with a valuation service provided by Landmark Valuations Pty Ltd. It covers the service, the conduct of our people and the handling of your instruction.

It is not the route for disagreeing with a professional opinion of value on the basis that you hoped for a different figure. A valuation is an opinion formed on evidence at a stated date, and a report that does not suit your purposes is not, on its own, a defective one. If you believe the figure rests on a factual error, an omission, or a methodology that cannot be supported, that is a complaint and we will treat it as one.

Stage 1 — tell us

Complaints are handled by Tajinder Dhillon, Principal Valuer, who is our nominated RICS Responsible Principal. Put your complaint in writing to info@landmark-valuations.com.au, marked for his attention, or post it to Level 1, 11 Swanson Court, Belconnen ACT 2617. Writing matters: it fixes what you are complaining about, and it starts the record.

To help us deal with it properly, please include:

• The property address and, if you have it, our reference number
• The date of the report or of the events you are complaining about
• What went wrong, in your own words
• What you would like us to do about it
• How you would prefer us to contact you

You can also raise it by phone on 1300 912 723 and we will help you put it in writing if that is easier.

What we will do

We will acknowledge your complaint in writing within seven days of receiving it, and confirm who is dealing with it.

We are a small firm, so the person reviewing your complaint may be the person who signed the report. We would rather say that plainly than imply an internal separation we do not have. It is precisely why stage two exists: if you are not satisfied with our answer, the review is genuinely independent of us.

We will then investigate and send you a written response within 28 days of the acknowledgement. If the matter is complex and we need longer, we will tell you why and give you a date. Our response will explain what we found, what we accept, what we do not accept and why, and what we propose to do.

These timeframes are our commitment to you. RICS does not prescribe fixed periods; it requires complaints to be handled promptly and for you to be kept informed.

Stage 2 — independent review

If you are not satisfied with our response, or if we have not resolved matters within eight weeks, you are entitled to refer your complaint to an independent alternative dispute resolution provider. We have nominated the RICS Dispute Resolution Service (RICS DRS), which is approved for this purpose by the RICS Standards and Regulation Board.

• RICS Dispute Resolution Service, Suite 720, Creek Street, Brisbane QLD 4000
• Telephone 1300 953 459
• Email drsaus@rics.org
• rics.org/drs

That review is independent of us, and we will co-operate with it. Ask RICS DRS directly about the process, timeframes and any fees that apply to your type of matter. Referring a complaint to ADR does not remove any legal right you would otherwise have.

Our complaints record

We maintain a log of every complaint we receive, what it concerned, how it was resolved and how long it took. RICS requires this of regulated firms, and it is also how we find the problems worth fixing rather than the ones worth defending.

Complaints about your personal information

If your complaint is about how we have handled your personal information, that is dealt with under the Australian Privacy Act 1988 (Cth) and has its own route, including escalation to the Office of the Australian Information Commissioner. See our privacy policy.

Our RICS registration

Landmark Valuations Pty Ltd is regulated by RICS for the provision of surveying services — Firm Registration no. 929744, registered 10 August 2026. This means we agree to uphold the RICS Rules of Conduct and all other applicable mandatory professional practice requirements of RICS, which can be found at www.rics.org. As an RICS regulated firm we have committed to cooperating with RICS in ensuring compliance with its standards. The firm’s nominated RICS Responsible Principal is Tajinder Dhillon, Principal Valuer, info@landmark-valuations.com.au, 1300 912 723.

Operating this procedure and keeping a complaints log is required of us by Rule 7 of those rules. You can read our firm certificate.

A copy of this procedure is available on request, and we will provide it to you in writing if you make a complaint.