“Our goal is to give you such a high level of service that the idea of complaints and disputes won’t even cross your mind. Of course no-one can be perfect so should you wish to make a complaint, our aim is to provide a better outcome through our in-house procedures than either party could ever achieve using mediation.”
All licensed real estate agents are required to have a written in ‐ house complaints and dispute resolution procedure. Our 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 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. [Ben Dellabarca – (09) 533 3025, firstname.lastname@example.org] Tell the manager who you are complaining about and what your concerns are. 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 to 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 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 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 Agents Authority in the first instance and, even if you use these procedures, you can still make a complaint to the Real Estate Agents Authority at any time.
The Real Estate Agents Authority c/ ‐ PO Box 25 ‐ 371 Wellington 6146 New Zealand Phone 0800 for REAA or 0800 367 7322