Property Search | Complaints and Disputes Resolution ProcedureIn accordance with 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. 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. • STEP 1: Call us and speak to the manager. [Give contact details of manager designated to receive complaints]. Tell the manager who you are complaining about and what your concerns. 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 or 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 members of our team 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. REMEMBER: The Real Estate Agents Authority
REAA Code of Conduct The 'REAA Professional Conduct and Client Care Practice Rules' (the Code of Conduct) sets the minimum standards for New Zealand’s real estate agents. This publication is made available from the Real Estate Agents Authority (REAA) and is also available on their website: www.reaa.govt.nz Download the 2012 REAA Code of Conduct (effective 8 April 2013) |