Complaints

In-house Complaints/Dispute Procedures

In accordance with Rule 12 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012

Introduction

All licensed real estate agents are required to have a written in-house complaints and dispute resolution procedure. That procedure is set out below.

You do not have to use our complaints and resolution procedure. You may make a complaint directly to the Real Estate Agents Authority even if you choose to also use our procedures.

Step 1: Contact our Licensed Agent – Richard Stevens,  </a >[email protected]</a >, 021-932-872. Tell Richard who you are complaining about and what your concerns are. Let Richard know what you would like done about your complaint.

Step 2: Richard may ask you to put your complaint in writing so that he can investigate it. He will need a brief period of time to talk to the team member involved. We promise to come back to you within 5 working days with a response to your complaint. The response may be in writing. As part of that response we might ask you to meet with members of our team to discuss the complaint and try to agree a resolution.

Step 3: If we are unable to come to an agreed resolution after a meeting, or if you don’t wish to meet with us, then we will provide you with a written proposal to resolve your complaint.

Step 4: If you do not accept our proposal, please try and advise us in writing within five working days. You can, of course, suggest another way of resolving your complaint.

Step 5: If we accept your preferred resolution, we will attempt to implement that resolution as soon as possible. If we decline your preferred resolution, we may invite you to mediate the dispute.

Step 6: If we agree to mediate the complaint but don’t settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.

Remember: You can still make a complaint to the Real Estate Authority in the first instance and, even if you use these procedures, you can still make a complaint to the Real Estate Agents at any time.</span >

The Real Estate Authority
Level 4 The Todd Building
95 Customhouse Quay
Wellington 6011
New Zealand

  Phone - 0800 367 732

Email - [email protected]

Web - www.rea.govt.nz