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Exemplary customer service is the platform on which Hocking Stuart has built its business and every client has an assurance that his or her dealings with us will be treated as a priority. The services we provide are tailored to meet the specific needs of each individual client and delivered in a professional, ethical and accountable manner.

Documentation and Communication

We maintain the highest standards with documentation and communication, believing it essential to present material in a format that is well presented and contains everyday words and phrases. To assist us communicate effectively with our clients, we contract the services of professionals in the areas of the law, advertising and communication.

It is our practice to ensure clients understand the terminology used in contracts and undertake to fully explain aspects they may not be familiar with. This does not, however, constitute legal advice and we strongly advise clients to consult their legal advisor on matters of law.

Considerable care is taken with the preparation of property appraisals and other relevant documentation to ensure contents are appropriate to the particular property and presented in a clear, easily understood format.

Your Privacy

We totally respect your privacy and will not divulge any personal information you provide us without a specific request from you to do so, or where we are required by law to reveal certain details.

You have the right to access any personal information we hold in respect of your dealings with Hocking Stuart.

Complaint Resolution

Should you have any concerns relating to the handling of a transaction or believe any aspect of our service has not met your expectations, we'd appreciate hearing from you. In the first instance, please discuss the matter with the director of the Hocking Stuart office concerned.

If you are not entirely satisfied with the resolution we ask that you contact our Customer Service Officer on (03) 9690 4388 so they can work with you to resolve the situation.

Alternatively, you can email us on customerservice@hockingstuart.com.au
or write to us with your concerns/comments at:
Hocking Stuart Pty Ltd
Corporate Office
187 Moray Street
South Melbourne 3205

In the unlikely event that the matter cannot be satisfactorily resolved at this stage, you may refer your concerns to the Estate Agents Resolution Service at the Department of Consumer Affairs (1300 737 030) or the Victorian Civil and Administrative Tribunal (03 9628 9700).

Service Principles

We are committed to:

  • Providing our clients with professional, helpful, timely and friendly service;
  • Respecting the rights and dignity of all clients;
  • Complying with the relevant state and federal legislation applying to real estate industry practice;
  • Responding to personal, telephone and electronic enquiries promptly providing market-related price estimates and advice based on statistical information, market intelligence and our extensive knowledge of the real estate market;
  • Preparing documentation relating to sales and rentals accurately, promptly and in accordance with relevant industry guidelines or statutory requirements;
  • Maintaining the highest industry standards with all advertising material and publications;
  • Maintaining a technologically advanced internet site - www.hockingstuart.com.au - that presents credible, accurate and informative real estate market information in a user-friendly format;
  • Providing registered members of Early Alert with detailed information that meets their specific criteria promptly.