Introduction

All licensed real estate agents in accordance with Rule 12 of the Real Estate Agents Act (Professional Conduct and Client Care) are required to have a written In-House Complaint 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.

In-House Complaints and Dispute Resolution Procedures

Our In-House Complaints and Dispute Resolution Procedures are designed to provide a simple and personalised process for resolving any complaint you might have about the service you have received from our agency.

STEP 1: Please either call or email Scott Muirson or Keith Ward. Please tell them what your complaint is about and what your concerns are. Let them know what you would like done about your complaint.

STEP 2: They may ask you to put your complaint in writing so that they can investigate further. They will need a brief period of time to talk to the team members involved. We will aim 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 to discuss the complaint and try and agree a resolution.

STEP 3: If you do not accept our proposal please try and advise us in writing within 10 working days. You can, of course, suggest another way of resolving your complaint.

STEP 4: If we accept your proposed resolution we will attempt to implement that resolution as soon as possible. If we decline your proposed resolution we may discuss referring the matter to an independent mediator.

STEP 5: If we agree to refer the complaint to mediation but don’t settle the complaint at mediation, or we do not agree to mediation, then that will be the end of our process.
Remember, you can still make a complaint to the Real Estate Agents Authority at any time during this process.

The Real Estate Agents Authority
c/- PO Box 25-371
Wellington 6146
New Zealand
Telephone 0800 FOR REAA or 0800 367 7322