Transparent and open information disclosure: Real estate brokerage agencies should clearly indicate relevant information in the contract, including service content, charging standards and charging methods, so as to ensure that consumers clearly understand relevant services and fees before the transaction.
Legal business qualification: Real estate brokerage institutions should have legal business qualification, abide by relevant national laws and regulations, and ensure the legitimacy and standardization of brokerage activities.
Honesty and trustworthiness: Real estate brokers should be honest and trustworthy, fulfill their service commitments in accordance with the contract, and must not exaggerate or falsely publicize or conceal important information to ensure consumers' right to know and choose.
Customer privacy protection: Real estate agencies should strictly keep the personal information of customers, and should not disclose personal information to third parties without the consent of customers to ensure customer privacy.
Complaint acceptance and handling mechanism: Real estate brokerage institutions should establish and improve the complaint acceptance and handling mechanism, clarify the complaint acceptance channels, handling procedures and time limits, and protect the rights and interests of consumers.
Timely and effective response to complaints: Real estate brokers should respond to complaints in a timely manner, take effective measures to solve problems, ensure that complaints are handled in a timely, fair and open manner, and meet the reasonable demands of consumers.
Abide by laws and regulations: Real estate brokerage agencies should strictly abide by relevant laws and regulations, and shall not engage in illegal acts such as false propaganda and fraudulent sales that harm consumers' rights and interests.
Regular training and improving service quality: Real estate agencies should organize regular staff training to improve their professional level and service quality and ensure professional and efficient service.
To sum up, the complaint handling requirements of real estate brokerage services mainly cover information disclosure, legal operation, integrity and compliance, customer privacy protection, complaint acceptance and handling mechanism, timely and effective complaint response, compliance with laws and regulations, regular training and so on. These requirements are aimed at protecting the legitimate rights and interests of consumers, establishing a fair, just and transparent market order, and promoting the healthy development of the real estate brokerage service industry.