In accordance with Rule 12 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012
Introduction
All licensed real estate agents are required to have a written in-house complaint and dispute resolution procedure. That procedure 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 Authority at any time. You can make a complaint to the Real Estate Authority even if you choose to also use our procedures. Further information is available at www.rea.govt.nz
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 us and speak to the Licensee Agent; Kim Spark +64 21 839 244. 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. If we decline your preferred resolution, we may invite you to mediate the dispute.
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, then that will be the end of our process.
Kim Spark – Licensee Agent
Von Group Ltd trading as Ray White Pt Chevalier
338 Pt Chevalier Rd, Pt Chevalier Auckland 1022
rwptchevalier.co.nz
kim.spark@raywhite.com
+64 21 839 244
Where to obtain more information?
If you need more information or assistance with making a written complaint please contact the REA:
Real Estate Agents Authority
PO Box 25371, Wellington 6146
Level 2, 10 Brandon Street, Wellington
Phone: 0800 for REAAA (0800 367 7322)
Email: info@reaa.govt.nz
Web: reaa.govt.nz