Buying and not sure what to do when?

 

Buyer journey guide to help you understand the end to end real estate process. Brought to you by the Real Estate Authority (REA)

Sale & Purchase Agreement Guide

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This guide is required to be given to you before you sign a sale and purchase agreement for residential property. We must obtain written confirmation that you have received it.

Professional Conduct & Client Care Rules

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Read the Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012.

In- House Complaints & Disputes Procedures

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​All licensed real estate agents are required to have a written in ‐ house complaints 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 Agents Authority at any time. You can make a complaint to the Real Estate Agents Authority even if you choose to also use our 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.

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STEP 1: Call Lorraine Burns 021468828. Tell Lorraine what you are complaining about and what your concerns are. Let Lorraine know what you would like done about your complaint.

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STEP 2: Lorraine may ask you to put your complaint in writing so that she can investigate it. Lorraine will need a brief period of time to investigate your complaint. 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 to agree on a resolution.

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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 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 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 Agents Authority at any time.

Real Estate Agents Authority ‐ PO Box 25 ‐ 371, Wellington, 6146