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 or Email us and speak to the Licensee Agent (owner), Andrew Murray +64 21 424 892 Tell the Licensee Agent who you are complaining about and what your concerns are. Let the Licensee Agent know what you would like done about your complaint.

Step 2: The Licensee Agent may ask you to put your complaint in writing so that he or she can investigate it. The Licensee Agent will need a brief period of time to talk to the team members involved. We promise to come back to you within ten 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 on 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. We may invite you to mediate the dispute if we decline your preferred resolution.

Step 6: If we agree to mediate the complaint but do not settle the complaint at mediation, or we do not agree to mediate the dispute, that will be the end of our process.

Remember you can still make a complaint to the Real Estate Agents Authority as is your statury rights under the Realestates Agent Act 2008  

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

REAA - PO Box 25 – 371 Wellington 6146 New Zealand.