Disclaimer

The information provided on this website is for general guidance only. Starlight Property Group (Australian Company Number (ACN) 604 015 803) makes no representations or warranties about the accuracy, completeness, or suitability of any information, images, floor plans, property details, or statements contained on this site.

All property information is subject to change without notice and should not be relied upon as a substitute for independent professional advice.

Interested buyers and tenants should conduct their own enquiries, inspections, and due diligence. Prices, availability, and property features may change at any time.

Starlight Property Group accepts no liability for any loss, damage, or inconvenience caused by reliance on information contained on this website or linked external sites.

By using this website, submitting an enquiry, or registering for an inspection, you consent to Starlight Property Group contacting you regarding the property, related listings, open homes, rental opportunities, market updates, and property management services.

Communications may be sent via email, SMS, phone, or digital platforms. You may opt out at any time.

Links to external websites are provided for convenience only.

Starlight Property Group does not endorse, control, or guarantee the content of any third‑party site.

All content, including text, images, branding, and media, is the property of Starlight Property Group unless otherwise stated. Unauthorised use, reproduction, or distribution is prohibited.

Policy

“Starlight Property Group is committed to providing professional, transparent, and fair real estate services. If you have a concern or wish to make a complaint, please contact us through our Contact Us page. We will acknowledge your complaint promptly, review the matter carefully, and respond within a reasonable timeframe. If your concern requires escalation, we will advise you of the appropriate steps.

Your feedback helps us improve our services.

Purpose

This policy outlines how Starlight Property Group manages complaints in accordance with:

• Real Estate and Business Agents Act 1978 (WA)
• Australian Consumer Law
• Privacy Act 1988 (Cth)
• Anti‑Money Laundering and Counter‑Terrorism Financing Act 2006 (AML/CTF Act) – Tranche 2 reforms effective 1 July 2026
• DMIRS (WA) regulatory expectations

We aim to resolve complaints promptly, fairly, and transparently.

2. What is a Complaint?

A complaint is any expression of dissatisfaction regarding:

• Sales services
• Rental or leasing services
• Property management
• Marketing or communication
• Staff conduct
• Website or digital interactions
• Privacy or data handling
• AML/CTF compliance processes

3. How to Make a Complaint

Clients may lodge complaints through:

• Our Contact Us page
• Email: admin01@starlightproperty.com.au
• Phone: 08 6153 0770
• Written correspondence to our office

All complaints are logged and acknowledged.

4. Complaint Acknowledgement

We will:

• Acknowledge your complaint within 2 business days
• Provide the name of the staff member handling your matter
• Request any additional information if required

5. Investigation Process

We will:

• Review all relevant information
• Consult staff involved
• Assess the complaint objectively
• Consider legal, regulatory, and contractual obligations
• Determine appropriate action

6. Response Timeframes

We aim to provide a formal response within:

• 10 business days for general complaints
• 20 business days for complex matters
• As required by law for AML/CTF‑related complaints

If more time is needed, we will notify you.

7. Outcomes

Possible outcomes include:

• Explanation or clarification
• Apology
• Corrective action
• Staff training or review
• Policy or process changes
• Escalation to senior management
• Regulatory reporting (if required)

8. AML/CTF‑Related Complaints (Effective 1 July 2026)

Under AML/CTF reforms, complaints relating to:

• identity verification
• beneficial ownership checks
• suspicious matter reporting
• source‑of‑funds enquiries
• AML/CTF risk assessments

will be handled by our Designated AML/CTF Compliance Officer.

Some matters cannot be disclosed due to AUSTRAC confidentiality requirements.

9. Escalation Options

If you are not satisfied with the outcome, you may escalate to:

• Senior Management
• DMIRS (WA)
• AUSTRAC (for AML/CTF matters)
• The Australian Financial Complaints Authority (AFCA) where applicable

We will provide guidance on the appropriate escalation pathway.

10. Record Keeping

We maintain records of:

• all complaints
• investigations
• outcomes
• corrective actions
• AML/CTF‑related reports (where applicable)

Records are retained in accordance with legal and regulatory requirements.

11. Continuous Improvement

Complaints are reviewed regularly to:

• identify trends
• improve service quality
• update policies and procedures
• strengthen compliance frameworks

12. Contact Details

Starlight Property Group

645 Canning Highway Alfred Cove WA 6154

Email: admin01@starlightproperty.com.au

Phone: 08 6153 0770