Complaints & Dispute Resolution Procedure



Call us and speak to the manager, Neil Barker on 021 957 095 or email Tell Neil what the complaint is regarding and what your concerns are. Let him know what you would like to do about your complaint.


Neil may ask you to put your complaint in writing so that he can investigate it. He will need a brief period of time to talk to the team member 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 on a resolution.


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.


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.


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.


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.


You can still make a complaint to the Real Estate Authority in the first instance and even if you use these procedures you can still make a complaint to the Real Estate Authority at any time.

The Real Estate Authority C/ PO Box 25 371 Wellington 6146 New Zealand Phone 0800 for REAA or
0800 367 7322