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 Authority (REA) at any time. You can make a complaint to the Real Estate Authority even if you choose to also use our procedures.
In‐house Complaints and Dispute Resolution Procedures
Our 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.
- Call us and speak to the Licensee Agent (Ph 021959403).
Tell the Licensee who you are complaining about and what your concerns are.
Let the Licensee know what you would like done about your complaint. - The Licensee may ask you to put your complaint in writing so that he or she can investigate it.
The Licensee 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 withmembers of our team to discuss the complaint and try to agree a resolution. - 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. - 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. - 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. - 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 Authority at any time.
The Real Estate Authority (REA)
c/ ‐ PO Box 25 ‐ 371
Wellington 6146
New Zealand
Phone 0800 for REAA or 0800 367 7322
LINK TO MAKING A COMPLAINT DIRECT WITH REA
https://www.rea.govt.nz/buyers-and-sellers/ask-a-question-or-make-a-complaint/
New South Wales, Australia – Complaints process
We are obliged by law to maintain a complaints register.
We will handle your complaint as outlined in the 6 steps above.
Should you wish to take your complaint further, you may take your complaint directly to:
Fair Trading NSW:
www.fairtrading.nsw.gov.au
or by phone: Fair Trading New South Wales on 13 32 20
RULES OF CONDUCT:
Property, Stock and Business Agents Regulation 2014
Schedule 1 General rules of conduct
www.legislation.nsw.gov.au/#/view/regulation/2014/563/sch1
Schedule 2 Rules specific to real estate agents, real estate salespersons, and on-site property managers.
www.legislation.nsw.gov.au/#/view/regulation/2014/563/sch2
LEGISLATION:
Property, Stock and Business Agents Act 2002 No 66
www.legislation.nsw.gov.au/#/view/act/2002/66
Property, Stock and Business Agents Regulation 2014
www.legislation.nsw.gov.au/#/view/regulation/2014/563
