Complaints Procedure


In accordance with rule 12 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012


All licensed real estate agents are required to have a written in-house complaints and dispute resolution procedure. This is set out below:

You do not have to use our complaints and resolution procedure. You may make a complaint directly to the Real Estates Authority (REA) at any time. You can make a complaint to the REA even if you choose to also use our procedures.

In-house Complaints and Dispute Resolution Procedures

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 ask to speak to the Licensee Agent. This is Richard Hemingway who you can reach at 03 443 0043 or via email Tell him who you are complaining about and what your concerns are. Let him know what you would like done about your complaint.

STEP 2: The Licensee Agent may ask you to put your complaint in writing so he 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 10 working days with a response, which may be in writing. As part of that response, we may ask you to meet with members of our team to discuss the complaint and try to agree 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, 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 the complaint.

STEP 5: If we accept your preferred resolution, we will attempt to implement it as soon as possible. If we decline it, we may invite you to mediate the dispute.

STEP 6: If we agree to mediate the complaint but don’t settle it at mediation, or we do not agree to mediate it, that will be the end of our process.

Remember: you can still make a complaint to the REA in the first instance and, even if you use these procedures, you can still make a complaint to the REA at any time.

The Real Estate Agents Authority,
c/ – PO Box 25-371
Wellington 6146
New Zealand Phone 0800 for REA or 0800 367 7322