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realestate.com.au to defer price changes; postpone customer events; assures customers of support through “unprecedented conditions”

As the spread of COVID-19 continues to impact the global community, REA has announced this morning they will postpone customer events and provide additional support customers where possible during this time.

A statement from Group CEO Owen Wilson this morning said, “We are focused on the health and safety of our employees, their families and our local communities.

“We are monitoring and responding to the situation as it evolves daily.

“Our customers remain front-and-centre in all of our thinking.

“In the spirit of true partnership, we want to help our customers through these unprecedented conditions with support and understanding.

Supporting customers in a time of need
As COVID-19 continues to create a challenging and unsettling time for everyone REA Group are committed to announcing new customer support measures to provide vendors with confidence to market their property or reschedule if they need to.

While the support teams have been relocated to a work from home environment, these measures include:

  • Any listing published on-site from 1 March to 30 June 2020 that needs additional time to sell or lease due to COVID-19, will be eligible for a re-upgrade to the same tier and duration as the original listing at no charge
  • Any residential listing published on-site from 1 March to 30 June 2020 that needs to be withdrawn due to COVID-19, will be eligible to be relisted by the same agency at no charge when relisted within 180 days of removal.

In addition, contracted price changes that were due to be effective on 1 July have been deferred until further notice.

The Group are further working on enhanced digital features to support customers with new market dynamics, including new ways of booking digital inspections.

Following the Australian Government’s decision to ban non-essential gatherings of more than 100 people, Prop20 and other scheduled events are postponed.

“While we are extremely disappointed to be taking this measure, our priority is to come together as a community and take proactive preventative steps to help ensure people’s ongoing health and wellbeing.

“Everyone at REA Group is focused on making sure our customers come through this stronger than ever,” said Mr Wilson.

For support, visit the 24/7 Help Centre at help.realestate.com.au or your account manager. There is live support by phone and chat 9 am – 5 pm AEST and emails have an estimated response time of one business day. contact your Account Manager to learn more about either option.

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