How to make a complaint
OBrien Real Estate aims to make it easy for you to bring any feedback, problems or complaints to our attention.
You should first raise your issue with the agent, representative or property manager who is handling your business.
If you are not satisfied with the outcome from the relevant OBrien Real Estate representative, you can also make a complaint to your local Complaint Officer as detailed in the table below:
| Office | Privacy Officer | Complaints Officer | Email Contact | Telephone Contact | Mailing Address |
|---|---|---|---|---|---|
| Alexandra | Jess Melenhorst | Jess Melenhorst | jess.melenhorst@obre.com.au | 03 5772 1774 | 104a Grant Street Alexandra VIC |
| Bairnsdale | Laura Waites | Laura Waites | laura.waites@obre.com.au | 03 5153 2929 | 180 Main Street Bairnsdale VIC 3875 |
| Bentleigh | Max Martinucci | Max Martinucci | max.m@obre.com.au | 03 7032 8555 | 390 Centre road Bentleigh 3204 |
| Berwick | Melissa Balsom | Melissa Balsom | melissa.balsom@obre.com.au | 03 9707 0556 | 56-58 High Street, Berwick VIC 3806 |
| Blackburn | Anna Molinaro | Anna Molinaro | anna.molinaro@obre.com.au | 03 9894 2044 | 98 South Parade Blackburn VIC 3130 |
| Brighton | Robert Eierweis | Robert Eierweis | robert.eierweis@obre.com.au | 03 9088 8888 | 5/26-28 Church Street Brighton VIC 3186 |
| Carrum Downs | PM: Caitlin Burgess Sales: Stavros | PM: Caitlin Burgess Sales: Stavros | caitlin.burgess@obre.com.au stavros@obre.com.au | 03 9783 0688 | Shop 4 & 5, 121 Hall Road, Carrum Downs VIC 3201 |
| Chelsea | PM: Caitlin Burgess Sales: Stavros | PM: Caitlin Burgess Sales: Stavros | caitlin.burgess@obre.com.au stavros@obre.com.au | 03 9772 7077 | 463 Nepean Highway Chelsea VIC 3196 |
| Corporate | Michelle Sayers | Michelle Sayers | michelle.sayers@obre.com.au | 03 9100 0779 | 1/245 Clarendon St, South Melbourne VIC 3205 |
| Cowes | Client Care | Client Care | https://6nv6he8c9wk.typeform.com/to/JsgmRd0s | 03 5952 5100 | 52-54 Thompson Ave Cowes VIC 3922 |
| Cranbourne | Melissa Balsom | Melissa Balsom | melissa.balsom@obre.com.au | 03 5995 0500 | Shop FS005, Cranbourne Park Shopping Centre Cranbourne Vic 3977 |
| Deer Park | Ross Vorrias | Ross Vorrias | ross.vorrias@obre.com.au | 03 9307 4488 | 825 Ballarat Road Deer Park Vic 3023 |
| Drouin | Lesley Owen | Lesley Owen | lesley.owen@obre.com.au | 03 5625 1671 | 79 Princes Way Drouin Vic 3818 |
| Frankston | Sophia Milne | Sophia Milne | sophia.milne@obre.com.au | 03 9781 6666 | 1/474 Nepean Highway Frankston Vic 3199 |
| Hastings | Katie Jones | Katie Jones | katie.jones@obre.com.au | 03 5979 8833 | 57 High St Hastings Vic 3915 |
| Greater Dandenong | Peter Konidaris | Peter Konidaris | peter.konidaris@obre.com.au | 03 9701 8611 | Shop 6, Parkmore Shopping Centre, 317 Cheltenham Road Keysborough Vic 3173 |
| Langwarrin | Ashleigh O’Brien | Ashleigh O’Brien | ashleigh.o’brien@obre.com.au | 03 8738 7228 | Shop 10, The Gateway Shopping Centre 230 Cranbourne-Frankston Road Langwarrin Vic 3910 |
| Melton | David How | David How | david@obre.com.au | 03 9743 9743 | 284-286 High St Melton Vic 3337 |
| Mornington | Jye Read | Jye Read | jye.r@obre.com.au | 03 5975 7733 | 2/188 Main St Mornington Vic 3931 |
| Narre Warren | Melissa Balsom | Melissa Balsom | melissa.balsom@obre.com.au | 03 8794 0500 | Suite 3, Ground Floor 58 Victor Crescent, Narre Warren VIC 3805 |
| Oakleigh | Gareth Apswoude | Gareth Apswoude | gareth.a@obre.com.au | 03 9088 8608 | 31 Atherton Road Oakleigh VIC 3166 |
| Pakenham | Rod Capuano | Rod Capuano | rod.capuano@obre.com.au | 03 5940 4044 | Suite 2, Level 1 48 John Street Pakenham VIC 3810 |
| Preston | George Stathakis | George Stathakis | george.stathakis@obre.com.au | 03 9478 5005 | 6/109 Plenty Road Preston Vic 3072 |
| Ringwood | Christine Turner | Christine Turner | christine.turner@obre.com.au | 03 9879 6335 | 1/23 Ringwood St Ringwood VIC 3134 |
| San Remo | Client Care | Client Care | https://6nv6he8c9wk.typeform.com/to/JsgmRd0s | 03 567 5885 | 75-77 Phillip Island Road San Remo VIC |
| Seaford | PM: Caitlin Burgess Sales: Stavros | PM: Caitlin Burgess Sales: Stavros | caitlin.burgess@obre.com.au stavros@obre.com.au | 03 9785 3888 | 112 Nepean Hwy, Seaford VIC 3198 |
| Somerville | Shelly Brown | Shelly Brown | shelly.brown@obre.com.au | 03 5977 8877 | Shop 3 1065 Frankston Flinders Road Somerville Vic 3912 |
| St Albans | Benny Nguyen | Benny Nguyen | benny.nguyen@obre.com.au | 03 9366 8188 | 22 Alfrieda St, St Albans VIC 3021 |
| Sunshine | Benny Nguyen | Benny Nguyen | benny.nguyen@obre.com.au | 03 9311 6884 | 4A/282 Hampshire Rd, Sunshine VIC 3020 |
| Sydenham | Pamela Latoree | Pamela Latoree | pamela.latoree@obre.com.au | 03 9449 4488 | 17B Overton Lea Boulevard Sydenham Vic 3037 |
| Tecoma | Rebekah Whittaker | Rebekah Whittaker | rebekah.whittaker@obre.com.au | 03 9754 3000 | Shop 4, 1563 Burwood Highway Tecoma Vic 3160 |
| Torquay | Nick Kearsey | Nick Kearsey | nick.k@obre.com.au | 03 5292 1993 | Shop 9, 12 Gilbert St Torquary Vic 3228 |
| Vermont | Rachael Lou | Rachael Lou | rachael.lou@obre.com.au | 03 9087 1087 | Shop 1/580 Canterbury Road Vermont Vic 3133 |
| Wangaratta | Melanie Martens | Melanie Martens | melanie.martens@obre.com.au | 03 5722 2336 | 16/18 Murphy St Wangaratta Vic 3677 |
| Wantirna | Nicole Gardner | Nicole Gardner | nicole.gardner@obre.com.au | 03 8820 8338 | 207 Stud Road Wantirna Vic 3152 |
| Werribee | Marnee Jablonski | Marnee Jablonski | marnee.jablonski@obre.com.au | 03 9742 7557 | 2/85 Synnot St Werribee Vic 3030 |
| Wodonga | Vanessa Meehan | Vanessa Meehan | vanessa.meehan@obre.com.au | 02 6059 0611 | 2/137 High St Wodonga Vic 3690 |
| Wonthaggi | Client Care | Client Care | https://6nv6he8c9wk.typeform.com/to/JsgmRd0s | 03 5952 5100 | 52-54 Thompson Ave Cowes VIC 3922 |
| Warragul | Lesley Owen | Lesley Owen | lesley.owen@obre.com.au | 03 5625 1671 | 33 Smith St Warragul Vic 3820 |
| Office | Privacy Officer | Complaints Officer | Email Contact | Telephone Contact | Mailing Address |
| Alexandra | Jess Melenhorst | Jess Melenhorst | jess.melenhorst@obre.com.au | 03 5772 1774 | 104a Grant Street Alexandra VIC |
| Bairnsdale | Laura Waites | Laura Waites | laura.waites@obre.com.au | 03 5153 2929 | 180 Main Street Bairnsdale VIC 3875 |
| Bentleigh | Max Martinucci | Max Martinucci | max.m@obre.com.au | 03 7032 8555 | 390 Centre road Bentleigh 3204 |
| Berwick | Melissa Balsom | Melissa Balsom | melissa.balsom@obre.com.au | 03 9707 0556 | 56-58 High Street, Berwick VIC 3806 |
| Blackburn | Anna Molinaro | Anna Molinaro | anna.molinaro@obre.com.au | 03 9894 2044 | 98 South Parade Blackburn VIC 3130 |
| Brighton | Robert Eierweis | Robert Eierweis | robert.eierweis@obre.com.au | 03 9088 8888 | 5/26-28 Church Street Brighton VIC 3186 |
| Cairns | Monique Cruse | Monique Cruse | monique.cruse@obre.com.au | 07 4082 7460 | Shop 8 & 9/55-57 Endeavour Road Clifton Beach Qld 4879 |
| Carrum Downs | Bronwyn Payne | Bronwyn Payne | bronwyn.payne@obre.com.au | 03 9783 0688 | Shop 4 & 5, 121 Hall Road, Carrum Downs VIC 3201 |
| Chelsea | Bronwyn Payne | Bronwyn Payne | bronwyn.payne@obre.com.au | 03 9772 7077 | 463 Nepean Highway Chelsea VIC 3196 |
| Corporate | Michelle Sayers | Michelle Sayers | michelle.sayers@obre.com.au | 03 9100 0779 | 1/255 Clar |
| Cowes | Kaitlin Foote | Kaitlin Foote | kaitlin.foote@obre.com.au | 03 5952 5100 | 52-54 Thompson Ave Cowes VIC 3922 |
| Cranbourne | Melissa Balsom | Melissa Balsom | melissa.balsom@obre.com.au | 03 5995 0500 | Shop FS005, Cranbourne Park Shopping Centre Cranbourne Vic 3977 |
| Croydon | Jerry Caleca | Jerry Caleca | jerry.caleca@obre.com.au | 03 9725 8888 | 61 Mt Dandenong Road Croydon VIC 3136 |
| Deer Park | Ross Vorrias | Ross Vorrias | ross.vorrias@obre.com.au | 03 9307 4488 | 825 Ballarat Road Deer Park Vic 3023 |
| Drouin | Lesley Owen | Lesley Owen | lesley.owen@obre.com.au | 03 5625 1671 | 79 Princes Way Drouin Vic 3818 |
| Endeavour Hills | Jay Giblett | Jay Giblett | jay.giblett@obre.com.au | 03 9706 0556 | PS 5A Endeavour Hills Shopping Centre Endeavour Hills VIC 3802 |
| Frankston | Sophia Milne | Sophia Milne | sophia.milne@obre.com.au | 03 9781 6666 | 1/474 Nepean Highway Frankston Vic 3199 |
| Hastings | Katie Jones | Katie Jones | katie.jones@obre.com.au | 03 5979 8833 | 57 High St Hastings Vic 3915 |
| Keysborough | Peter Konidaris | Peter Konidaris | peter.konidaris@obre.com.au | 03 9701 8611 | Shop 6, Parkmore Shopping Centre, 317 Cheltenham Road Keysborough Vic 3173 |
| Langwarrin | Ashleigh O’Brien | Ashleigh O’Brien | ashleigh.o’brien@obre.com.au | 03 8738 7228 | Shop 10, The Gateway Shopping Centre 230 Cranbourne-Frankston Road Langwarrin Vic 3910 |
| Melton | David How | David How | david@obre.com.au | 03 9743 9743 | 284-286 High St Melton Vic 3337 |
| Mentone | Byron Kerr | Byron Kerr | byron Kerr@obre.com.au | 03 9585 5667 | 99 Balcombe Road, Mentone Vic 3194 |
| Mornington | Fraser Bayne | Fraser Bayne | fraser.bayne@obre.com.au | 03 5975 7733 | 2/188 Main St Mornington Vic 3931 |
| Narre Warren | Melissa Balsom | Melissa Balsom | melissa.balsom@obre.com.au | 03 8794 0500 | 32 Overland Drive Narre Warren Vic 3805 |
| Oakleigh | Gareth Apswoude | Gareth Apswoude | gareth.a@obre.com.au | 03 9088 8608 | 31 Atherton Road Oakleigh VIC 3166 |
| Pakenham | Rod Capuano | Rod Capuano | rod.capuano@obre.com.au | 03 5940 4044 | Suite 2, Level 1 48 John Street Pakenham VIC 3810 |
| Preston | George Stathakis | George Stathakis | george.stathakis@obre.com.au | 03 9478 5005 | 6/109 Plenty Road Preston Vic 3072 |
| Ringwood | Katie Punton | Katie Punton | katie.punton@obre.com.au | 03 9879 6335 | 1/23 Ringwood St Ringwood VIC 3134 |
| Rye | Michelle Winch | Michelle Winch | michelle.winch@obre.com.au | 03 5985 2733 | 2349 Point Nepean Road Rye Vic 3940 |
| San Remo | Kaitlin Foote | Kaitlin Foote | operations.cowes@obre.com.au | 03 567 5885 | 75-77 Phillip Island Road San Remo VIC |
| Somerville | Shelly Brown | Shelly Brown | shelly.brown@obre.com.au | 03 5977 8877 | Shop 3 1065 Frankston Flinders Road Somerville Vic 3912 |
| Sydenham | Pamela Latoree | Pamela Latoree | pamela.latoree@obre.com.au | 03 9449 4488 | 17B Overton Lea Boulevard Sydenham Vic 3037 |
| Tecoma | Rebekah Whittaker | Rebekah Whittaker | rebekah.whittaker@obre.com.au | 03 9754 3000 | Shop 4, 1563 Burwood Highway Tecoma Vic 3160 |
| Torquay | Cameron Edgoose | Cameron Edgoose | cameron.edgoose@obre.com.au | 03 5292 1993 | Shop 9, 12 Gilbert St Torquary Vic 3228 |
| Vermont | Rachael Lou | Rachael Lou | rachael.lou@obre.com.au | 03 9087 1087 | Shop 1/580 Canterbury Road Vermont Vic 3133 |
| Wangaratta | Melanie Martens | Melanie Martens | melanie.martens@obre.com.au | 03 5722 2336 | 16/18 Murphy St Wangaratta Vic 3677 |
| Wantirna | Nicole Gardner | Nicole Gardner | nicole.gardner@obre.com.au | 03 8820 8338 | 207 Stud Road Wantirna Vic 3152 |
| Werribee | Marnee Jablonski | Marnee Jablonski | marnee.jablonski@obre.com.au | 03 9742 7557 | 2/85 Synnot St Werribee Vic 3030 |
| Wodonga | Vanessa Meehan | Vanessa Meehan | vanessa.meehan@obre.com.au | 02 6059 0611 | 2/137 High St Wodonga Vic 3690 |
| Wonthaggi | Kaitlin Foote | Kaitlin Foote | kaitlin.foote@obre.com.au | 03 5952 5100 | 52-54 Thompson Ave Cowes VIC 3922 |
| Warragul | Lesley Owen | Lesley Owen | lesley.owen@obre.com.au | 03 5625 1671 | 33 Smith St Warragul Vic 3820 |
Please provide as much detail as possible about your complaint, including the outcome you would like.
If you need help to describe or send your complaint, or if you would like to discuss your concerns informally first, please feel free to contact us.
How we will handle your complaint
We will oversee the complaints process. We are responsible for working with you and relevant agency staff, to ensure that the issues you raise are fully examined and that your complaint is handled in accordance with this process.
We will treat the process, and all the details of your complaint, in strict confidence. If we need to discuss any issues arising from your complaint with someone outside of the agency, we will obtain your consent first.
We will always try to give you a fair opportunity to explain your case. You should make your initial complaint as clear as possible. Sometimes we may want to meet you in person to discuss your concerns and try to find a satisfactory solution.
How long will it take?
We will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised.
We will send you acknowledgment of receipt of the complaint within two business days. We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.
What action will we take in response to your complaint?
If we decide that your complaint is justified, we will then decide what action we should take in response. We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.
Some of the things we might do include:
- take steps to rectify the problem or issue you have raised
- give you additional information or advice so you can understand what happened or how we have dealt with it
- take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things.
What if you still feel your complaint remains unresolved?
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter to the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria.
EARS can deal with enquiries and complaints about real estate agents and offers information, advice and dispute resolution services on real estate issues.
You can telephone EARS on 1300 73 70 30 weekdays to discuss your complaint.
