SERVing ethically

Complaints Management Process

SERV recognises the importance and value of listening and responding to feedback from our customers.

If you were happy with the service you received from SERV during your interaction with us, you can provide this feedback by emailing

If you feel the level of service you received from SERV did not meet a reasonable standard or you are otherwise dissatisfied following an interaction with our staff, you can register a formal complaint by emailing

Feedback may result in a review and change of our processes, training, and our customer journey.

The complaints management process is confidential, and information provided during the process is governed by SERV’s privacy policy, which can be found here.

We will acknowledge your complaint and aim to respond within 10 working days. If the issue is complicated, a more detailed investigation may be needed, and a response may take longer; in which case we will keep you informed of the progress of your complaint.

Complaints we cannot consider

Please note that for all complaints relating to Subdivisions, Easements, SPEAR, Water Shares, Adverse Possession, Roads & General Law Land, please contact the Department of Transport & Planning here. SERV are unable to assist in any of the above matters.

PEXA Complaints

For all complaints about PEXA, please contact them directly here.