Introduction
All licensed Real Estate Agents are required to have a written in-house complaints and dispute resolution procedure.
You do not have to use our in-house complaints and resolution procedure. You may make a complaint directly to the Real Estate Agents Authority (REAA) at any time. You can make a complaint to the Real Estate Agents Authority even if you choose to also use our procedure.
Our complaints and disputes 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 and is set out below. 

Step 1
Speak to the salesperson you have been dealing with to try and resolve your complaint. Our team pride themselves on getting things right, so please give them the first opportunity to correct any issues. If you feel that you need further resolution please contact our Principal, Bronwyn Kay on (06) 869 0088 or 0800 27 66 99;

Step 2
Please advise our Principal (Bronwyn Kay) of your concerns, the salesperson involved, and what you would like to see happen to resolve the issue;

Step 3
Our hope is that we can resolve any and all issues by this point, however you may be asked to put your complaint in writing so that it can be investigated further;

Step 4
We will come back to you within five (5) working days of receiving your complaint. As part of this investigation we may ask to meet with you in person;

Step 5
If you choose not to meet with us in person then you will receive a written proposal to resolve your complaint;

Step 6
If you do not accept our proposal please advise us in writing within five (5) working days of receiving said proposal. You may if you choose to, suggest another way of resolving your complaint;

Step 7
At this point, if we accept your preferred resolution we will attempt to implement the resolution within five (5) working days. If your resolution id declined we may invite you to mediate the dispute, using an independent mediation service;

Step 8
If we agree to mediate the complaint, but do not settle the complaint at mediation or we do not agree to mediate then that will be the end of the in-house 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/- P.O. Box 25-371
Wellington 6146               
New Zealand
0800 367 7322
www.reaa.govt.nz

N.B.
This Procedure has been created in accordance with Rule 10 Real Estate Agents Act (Professional conduct and Client Care Rules) 2012.