In-House Complaints and Dispute Resolution Procedures

In-House Complaints and Dispute Resolution Procedures

In accordance with Section 14 of the Real Estate Agents Act 2008, the Real Estate Authority has set down under Rule 12 of the Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012, that all agencies must have a written in-house procedure for dealing with complaints and disputes. Our procedure is as below.

  1. Call us and speak to the Agent Licensee, tell the Agent Licensee what you are complaining about, what your concerns are and what you would like done in response to your complaint.
  2. The Agent Licensee will detail your complaint, they may ask to meet with you in person or ask that you document the details in writing to assist with investigating it. The Agent Licensee will promptly (within 24 hours) obtain copies of any documents associated with the complaint.
  3. The Agent Licensee will then make a response to you; this may be in writing or verbally depending on the matters concerned. As part of this response, the Agent Licensee may ask to meet to discuss the complaint and endeavour to agree on a resolution.
  4. 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.
  5. If our proposal is not acceptable, please advise us in writing; you can, of course, suggest another way of resolving your complaint.
  6. In the event that Step 4 or Step 5 resolves the matter, we will proceed to implement the resolution terms as soon as practicable.

Besides our ‘Complaints & Dispute Resolution Procedures’, you can make a complaint directly to the Real Estate Authority at any time – see www.rea.govt.nz