Complaints Procedure


Pursuant to Rule 12 of the Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012, 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 at any time. You can make a complaint to the Real Estate Agents Authority even if you choose to also use our procedures.

Our complaints and dispute resolution procedures are designed to provide a simple and personalized process for resolving any complaint you might have about the service you have received from our agency.

Step 1: Call or email: Jonathan Laird 03 474 0526 – [email protected]

Tell the Manager who you are complaining about and what your concerns are.

Let the Manager know what you would like done about your complaint.

Step 2: The Manager may ask you to put your complaint in writing so that he/she can investigate it.

  • The Manager will need a brief period of time to talk to the team members involved.
  • We promise to come back to you within 10 working days with a response to your complaint. That response may be in writing.
  • As part of that response we might ask you to meet with us to discuss the complaint and try and 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 5 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.

Don’t Forget: You can still make a complaint to the Real Estate Agents Authority in the first instance and even if you use these procedures you can still make a complaint to the Real Estate Agents Authority at any time.

Where do I go for more information?

If you need more information or assistance with making a written complaint please call the REA on 0800 for REA (0800 367 7322).  
The REA contact details are:

Real Estate Authority
PO Box 25371, Wellington 6146
Level 2, 10 Brandon Street, Wellington
Phone: 0800 for REA (0800 367 7322)
Fax: 04 815 8468
Email: [email protected]

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