In accordance with Rule 12 of the 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. Our procedure is set out below.
You are not required to use our in-house complaints and dispute resolution procedure. You may make a complaint directly to the Real Estate Authority (REA) at any time. You may also make a complaint to the REA even if you choose to use our in-house procedure.
In-house Complaints and Dispute Resolution Procedure
Our in-house complaints and dispute resolution procedure is designed to provide a simple, fair, and personalised process for resolving any complaint you may have regarding the service provided by our agency.
Step 1
Please contact us and speak to the Licensee Agent, Denis Cooksley.
Please advise the Licensee Agent of:
who your complaint relates to;
the nature of your concerns; and
the outcome you are seeking.
Step 2
The Licensee Agent may ask you to submit your complaint in writing so that it can be properly investigated.
This may require a brief period to consult with the team members involved. We will respond to you within five working days. The response may be provided in writing.
As part of this response, we may invite you to meet with relevant team members to discuss the complaint and attempt to reach a resolution.
Step 3
If we are unable to reach an agreed resolution following a meeting, or if you do not wish to meet with us, we will provide you with a written proposal outlining how we propose to resolve your complaint.
Step 4
If you do not accept our proposal, please advise us in writing within five working days. You are welcome to suggest an alternative resolution.
Step 5
If we accept your proposed resolution, we will implement it as soon as practicable.
If we do not accept your proposed resolution, we may invite you to participate in mediation.
Step 6
If mediation is agreed to but the complaint is not resolved, or if mediation is not agreed to, this will conclude our in-house complaints and dispute resolution process.
Step 7 – Real Estate Authority (REA)
We hope that your complaint has been resolved by this stage. If not, you may make a complaint directly to the Real Estate Authority (REA) at:
https://www.rea.govt.nz/
You do not need to have completed our in-house complaints process before doing so.
The REA is the government body responsible for overseeing and enforcing the Real Estate Agents Act 2008. As a government authority, it has a formal complaints process. Any complaint to the REA must be submitted using the prescribed REA complaint form.
