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Customer Service Charter and Complaint Process

At Barry Plant, we strive to deliver outstanding customer service to our clients at all times. This Customer Service Charter is an expression of our commitment to delivering the best service, as well as providing clients and customers with a way to provide us with feedback on the service they have received - both good and bad.

Our service standards

We aim to provide a consistently professional and high-quality service at all times. In addition to our separate Service Commitment that is provided to all our sellers and Residential Rental Providers, we also promise everyone who is a client that:

  • You will be treated with courtesy and consideration and our team members will endeavour to assist you with any real estate query you may have.
  • Your questions and needs will be attended to promptly.
  • We will exercise all due care and professionalism in our dealings with you, and
  • We will treat you in such a way that you will be happy to recommend our service to others.

Feedback and complaints

Selling, buying or renting a home is a major event for most of us and in most cases occurs only once every few years. It can also be quite a complex and stressful process. Our reputation and our future business is reliant on happy clients coming back over a long period of time and also telling their friends how pleased they were with our service. We welcome feedback (good and bad) from all of our clients. Tell us when we’ve done a great job and please, tell us if we’ve failed to meet your expectations.

Complaints procedure

We believe that the fastest and most effective way to resolve a complaint is to deal with the issue at the office where the service was provided. To help you, we suggest you take the following steps:

  1. Raise the complaint with the agent, representative or property manager you are dealing with.
  2. If you feel that you need to speak to somebody other than the person you are dealing with, ask for the Complaints Manager, or see below for a full list of our Office Complaints contacts. The Office's Complaints Manager can liaise with all necessary people within that office, following a process in order to resolve your complaint.
  3. The people handling your complaint 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.
  4. If you are not comfortable raising your complaint with that office, or if they have not been able to resolve it satisfactorily, you are welcome to contact our Head Office on (03) 9840 9555 or email [email protected] You can also write to The Customer Service Manager, Barry Plant Real Estate, Suite 12, 860 Doncaster Road, Doncaster East, 3109. Head Office will review your complaint and discuss it with you.
  5. Head Office will try to resolve your complaint as soon as possible and will send you a receipt of your complaint within two business days. They will endeavour to resolve the complaint within five days, but if there are unavoidable delays, this will be communicated to you.
  6. If your complaint is not resolved to your satisfaction by Barry Plant then, in Victoria, you may refer your complaint to Consumer Affairs Victoria, via their website https://www.consumer.vic.gov.au/ or by phoning 1300 73 70 30, Monday to Friday, 9am to 5pm. In South Australia, you can contact Consumer and Business Services at www.cbs.sa.gov.au or phone 131 882.
Complaints contacts

Barry Plant Ballarat

Complaints Manager: Yvonne Jackson

Phone: +61 3 5320 9300

Email: [email protected]



Barry Plant Belmont

Complaints Manager: Ruby Watson

Phone: +61 3 5243 6711

Email: [email protected]


Barry Plant Benalla

Complaints Manager: Brenda Letson

Phone: +61 3 5762 1000

Email: [email protected]


Barry Plant Bendigo

Complaints Manager: Jess Brunswick

Phone: +61 3 5444 2526

Email: [email protected]


Barry Plant Berwick

Complaints Manager: Matt Ketteringham

Phone: +61 3 9707 1400

Email: [email protected]


Barry Plant Blackburn

Complaints Manager: Spiro Drossos

Phone: +61 3 9878 0222

Email: [email protected]


Barry Plant Boronia (Rentals)

Complaints Manager: Kim Wilson

Phone: +61 3 9800 4620

Email: [email protected]


Barry Plant Boronia (Sales)

Complaints Manager: Mark Schroeder

Phone: +61 3 9762 6666

Email: [email protected]


Barry Plant Brunswick

Complaints Manager: Rocco Siciliano

Phone: +61 3 9388 8820

Email: [email protected]


Barry Plant Bundoora

Complaints Manager: David Moxon

Phone: +61 3 9467 5444

Email: [email protected]


Barry Plant Caroline Springs

Complaints Manager: James Hatzimoisis

Phone: +61 3 9307 4000

Email: [email protected]


Barry Plant Coburg

Complaints Manager: Rocco Siciliano

Phone: +61 3 9350 1155

Email: [email protected]


Barry Plant Commercial

Complaints Manager: Benjamin Klein

Phone: +61 3 9521 1111

Email: [email protected]


Barry Plant Craigieburn

Complaints Manager: David Devlin

Phone: +61 3 9305 5533

Email: [email protected]


Barry Plant Cranbourne

Complaints Manager: Tony Larkin

Phone: +61 3 5990 9400

Email: [email protected]


Barry Plant Croydon

Complaints Manager: Matthew Jinks

Phone: +61 3 9725 9855

Email: [email protected]


Barry Plant Dandenong

Complaints Manager: Cameron Davison

Phone: +61 3 9706 7455

Email: [email protected]


Barry Plant Deer Park

Complaints Manager: Ross Vorrias

Phone: +61 3 9307 4488

Email: [email protected]


Barry Plant Diamond Creek

Complaints Manager: Peter Koiker

Phone: +61 3 9438 1133

Email: [email protected]


Barry Plant Dingley Village

Complaints Manager: Michael Care

Phone: +61 3 9551 3533

Email: [email protected]


Barry Plant Docklands

Complaints Manager: Daniel Cole

Phone: +61 3 9936 9999

Email: [email protected]


Barry Plant Doncaster East

Complaints Manager: Spiro Drossos

Phone: +61 3 9842 8888

Email: [email protected]


Barry Plant Doreen

Complaints Manager: John Heath

Phone: +61 3 9717 8801

Email: [email protected]


Barry Plant Drouin

Complaints Manager: Dan O'Loughlin

Phone: +61 3 5625 3006

Email: [email protected]


Barry Plant Eltham

Complaints Manager: Spiro Drossos

Phone: +61 3 9431 1243

Email: [email protected]


Barry Plant Emerald (Sales)

Complaints Manager: Justin Barrot

Phone: +61 3 5968 4522

Email: [email protected]


Barry Plant Emerald (Rentals)

Complaints Manager: Len O'Donnell

Phone: +61 3 5968 4033

Email: [email protected]


Barry Plant Epping

Complaints Manager: Angelo Nestor

Phone: +61 3 9422 1822

Email: [email protected]


Barry Plant Essendon

Complaints Manager: Bill Karp

Phone: +61 3 9373 0000

Email: [email protected]


Barry Plant Frankston

Complaints Manager: Tony Larkin

Phone: +61 3 9781 3100

Email: [email protected]


Barry Plant Geelong

Complaints Manager: Tim Palioudis

Phone: +61 3 5221 4011

Email: [email protected]


Barry Plant Gladstone Park

Complaints Manager: Bill Karp

Phone: +61 3 9330 1088

Email: [email protected]


Barry Plant Glen Waverley

Complaints Manager: Sam Rossello

Phone: +61 3 9803 0400

Email: [email protected]


Barry Plant Glenroy

Complaints Manager: Fadi Khoder

Phone: +61 3 9300 2344

Email: [email protected]


Barry Plant Greensborough

Complaints Manager: David Moxon

Phone: +61 3 9432 9919

Email: [email protected]


Barry Plant Head Office

Complaints Manager: Emma Smith

Phone: +61 3 9840 9555

Email: [email protected]


Barry Plant Heathmont

Complaints Manager: Chris Carrigg

Phone: +61 3 9722 7166

Email: [email protected]


Barry Plant Highton

Complaints Manager: Kieron Hunter

Phone: +61 3 5244 4770

Email: [email protected]


Barry Plant Keilor East

Complaints Manager: Bill Karp

Phone: +61 3 9319 1700

Email: [email protected]


Barry Plant Keysborough

Complaints Manager: Cameron Davison

Phone: +61 3 8769 1888

Email: [email protected]


Barry Plant Kilmore

Complaints Manager: Simon Best

Phone: +61 3 5782 2400

Email: [email protected]


Barry Plant Leopold

Complaints Manager: Kieron Hunter

Phone: +61 3 5244 4770

Email: [email protected]


Barry Plant Lilydale

Complaints Manager: Ash Hutson

Phone: +61 3 9735 3300

Email: [email protected]


Barry Plant Melton

Complaints Manager: Edward Pivk

Phone: +61 3 9746 6000

Email: [email protected]


Barry Plant Mentone

Complaints Manager: Michael Care

Phone: +61 3 9586 0500

Email: [email protected]


Barry Plant Mildura

Complaints Manager: Tense Venneri

Phone: +61 3 5021 4600

Email: [email protected]


Barry Plant Mill Park - South Morang

Complaints Manager: Jay Moxon

Phone: +61 3 9111 1707

Email: [email protected]


Barry Plant Mordialloc

Complaints Manager: Michael Care

Phone: +61 3 9586 0500

Email: [email protected]


Barry Plant Mornington

Complaints Manager: Chris Berryman

Phone: +61 3 5975 4999

Email: [email protected]


Barry Plant Mount Waverley

Complaints Manager: Robert Namour

Phone: +61 3 9807 2333

Email: [email protected]


Barry Plant Nagambie

Complaints Manager: Matthew Chilcott

Phone: +61 3 5794 1855

Email: [email protected]


Barry Plant Narre Warren

Complaints Manager: Nicola Parreira

Phone: +61 3 8794 6100

Email: [email protected]


Barry Plant Noble Park

Complaints Manager: Cameron Davison

Phone: +61 3 8710 0000

Email: [email protected]


Barry Plant Northcote

Complaints Manager: Loretta Khoo

Phone: +61 3 9482 6688

Email: [email protected]


Barry Plant Norwood

Complaints Manager: Linda Baker

Phone: +61 8 7324 8900

Email: [email protected]


Barry Plant Oakleigh

Complaints Manager: Nick Kamaretsos

Phone: +61 3 9568 3388

Email: [email protected]


Barry Plant Pakenham

Complaints Manager: Matt Ketteringham

Phone: +61 3 5941 1977

Email: [email protected]


Barry Plant Point Cook

Complaints Manager: Tony Skrekovski

Phone: +61 3 9395 9999

Email: [email protected]


Barry Plant Preston

Complaints Manager: Loretta Khoo

Phone: +61 3 9478 6344

Email: [email protected]


Barry Plant Reservoir

Complaints Manager: Harry Kontossis

Phone: +61 3 9460 5066

Email: [email protected]


Barry Plant Ringwood

Complaints Manager: Chris Carrigg

Phone: +61 3 9870 5555

Email: [email protected]


Barry Plant Rosebud

Complaints Manager: Craig Leo

Phone: +61 3 5986 8880

Email: [email protected]


Barry Plant Rowville

General Complaints Manager: Natalie Wrigley

Sales Complaints Manager: Anthony Johnson

Property Management Complaints Manager: Claire Walker

Phone: +61 3 9753 2828

Email: [email protected]


Barry Plant Shepparton

Complaints Manager: Matthew Chilcott

Phone: +61 3 5821 5566

Email: [email protected]


Barry Plant St Albans

Complaints Manager: John Aaron Nakic

Phone: +61 3 9367 7044

Email: [email protected]


Barry Plant Sunbury

Complaints Manager: Maria Page

Phone: +61 3 9744 8888

Email: [email protected]


Barry Plant Sunshine

Complaints Manager: Bill Buccilli

Phone: +61 3 8326 8888

Email: [email protected]


Barry Plant Tarneit

Complaints Manager: Christine Wilkins

Phone: +61 3 8744 8888

Email: [email protected]


Barry Plant Taylors Lakes

Complaints Manager: James Hatzimoisis

Phone: +61 3 9390 8333

Email: [email protected]


Barry Plant Thomastown

Complaints Manager: Con Constantinou

Phone: +61 3 9466 3233

Email: [email protected]


Barry Plant Wallan

Complaints Manager: Simon Best

Phone: +61 3 5783 1268

Email: [email protected]


Barry Plant Wantirna

Complaints Manager: Brendan Murphy

Phone: +61 3 9801 4777

Email: [email protected]


Barry Plant Werribee

Complaints Manager: Christine Wilkins

Phone: +61 3 9731 8888

Email: [email protected]

“We aim to provide a consistently professional and high-quality service at all times.”