COMPLAINTS AND DISPUTE RESOLUTION PROCEDURES

in accordance with

Rule 10 Real Estate Agents Act 

(Professional Conduct and Client Care Rules) 2009

Introduction

If you have an issue with our service, we are keen to help resolve it.  In the first instance we recommend you speak to the person directly about any problem you have.  You can take the matter further by contacting either our Principal or Manager and the procedure we will work through 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.  However we would ask that you give us the opportunity to resolve any issue prior to making a complaint with the authority.  You can still make a complaint to the Real Estate Agents Authority if you are unhappy with our resolution process.

Whangamata Real Estate’s In-house Complaints and Dispute Resolution Process

Our complaints and dispute resolution procedures are designed to provide a simple and personalized 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 Principal or Manager.  (Principal Colin Thompson/Manager Sue Hunt).  Both available on 07 865 8499.  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 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 to 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 5 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.  Should you decide to make a complaint to the REAA please find their details below: