Pursuant to rule 12 of the Real Estate Agents Act (Professional Conduct and Client Care Rules} 2012, all licensed Real Estate Agents are required to have a written in-house complaint and dispute resolution procedure. That procedure is set out as follows.
Our complaints procedure is designed to assist you in understanding your rights if you want to make a complaint about us or our services provided to you. If you have a complaint, we will do everything possible to resolve the matter in a prompt and professional manner.
You may either use our internal complaints procedure set out below by contacting contact Agent Licensee Peter Egden on 021 760641 or peter.egden@outlook.com, or make a complaint directly to the Real Estate Agents Authority on 0800 367 7322 or info@rea.govt.nz.
If we have made a mistake, we would like an opportunity to resolve the problem. If there is a misunderstanding, we will attempt to clarify the situation.
When contacting us it is important to use the word "complaint" so that we are in no doubt that you are wishing to use our complaints procedure. Please also include the following details:
- Specify which licensee (salesperson) the complaint is about.
- The address of the property, in relation to the complaint.
- Give a detailed explanation of the complaint.
- We may ask that you meet with us to discuss your complaint.
Once we have received your complaint, we will acknowledge and notify you. Then, we will investigate your complaint and will respond within 10 working days to try and resolve the matter with you. During that time:
- We will not charge you for looking into your complaint.
- We will not take further action over any amounts in dispute while working through the complaint process.
- We may ask that you meet with us to discuss your complaint.
If, after 20 working days, we have not reached an acceptable solution with you - or you have not received an answer from us - you may take the complaint to the Real Estate Agents Authority by phoning 0800 367 7322, emailing info@rea.govt.nz or writing to
The Real Estate Agents Authority,
P.O. Box. 25 371,
Wellington 6146,
New Zealand