In-house Complaints Process

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.

Step 1:

Call us and speak to Graeme Fraser, Compliance Director: explain who you are complaining about and what your concerns are. Let us what you would like done about your complaint.

Step 2:

We may ask you to put your complaint in writing to enable investigations to commence. We will need time to talk to the team members involved. We will 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 members of our team to discuss the complaint and try to agree a resolution.

Step 3:

If we are unable to come to an agreed resolution after a meeting, or if you do not 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 five 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 do not settle the complaint at mediation, or we 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

c/-PO Box 25-371

Wellington 6146

Phone 0800 for REA or 0800 367 7322