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Complaint Process
Introduction
In accordance with Rule 12 of the 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. That procedure is set out below.
You are not required to use our in-house complaints and dispute resolution process. You may make a complaint directly to the Real Estate Authority (REA) at any time, whether or not you choose to also use our procedures.
In-House Complaints and Dispute Resolution Procedure
Our complaints and dispute resolution procedures are designed to provide a simple and personalised process for resolving any complaint about the service you have received.
Step 1
Please call or email the Business Owner or Branch Manager of the salesperson or property manager you are complaining about. Outline your concerns and the outcome you are seeking.
Step 2
You may be asked to put your complaint in writing so it can be investigated. The Owner/Manager will speak with those involved and aims to respond within ten (10) working days. The response may be in writing and may include an invitation to meet to discuss the complaint and seek resolution.
Step 3
If the matter cannot be resolved through discussion, or if you do not wish to meet, a written proposal to resolve the complaint will be provided.
Step 4
If you do not accept the proposal, please advise in writing within ten (10) working days. You may suggest an alternative resolution.
Step 5
If your preferred resolution is accepted, it will be implemented as soon as practicable. If it is not accepted, mediation may be proposed.
Step 6
If mediation does not resolve the complaint, or mediation is not agreed to, this will conclude the in-house complaints process.
You may make a complaint to the Real Estate Authority at any stage of this process. The REA provides independent oversight of real estate agency work.
Privacy Complaints
If your complaint relates specifically to personal information or privacy matters, it will be handled separately in accordance with thePrivacy Act andRay White’s Privacy Policy.
Please note that Ray White (Real Estate) Ltd operates a franchise system. As a result, we may not have control over all data held by franchisees. Where a privacy complaint relates to a franchisee, it will be referred to the appropriate office for handling.
Ray White takes complaints seriously and views them as an opportunity to improve our service.
Gregg Tickelpenny – Licensee Agent
223 Alexandra Street, Te Awamutu 3800
gregg.tickelpenny@raywhite.com
+64 27 278 9068
Remember: 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 Agents Authority at any time. The Real Estate Authority (REA) is the independent government regulatory body for the real estate industry in New Zealand. Their role is to promote a high standard of service and professionalism in the real estate industry and assist in protecting buyers and sellers, and they provide information for buyers and sellers as well as providing advice and guidance for agents, and dealing with complaints about agents’ behaviour.
The Real Estate Authority (REA) recently released an updated set of rules outlining the code of professional conduct and client care. These rules constitute the professional conduct and client care required by section 14 of the Real Estate Agents Act 2008 and are effective from 8 April 2013.
Please click here to view the latest Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012.
If you are having difficulty opening the document please click here to download the latest version of Adobe Acrobat Reader.
To support consumer protection and ensure you have the information you need at two important stages of the process of buying or selling residential property, two approved guides have been developed; an agency agreement guide and a sale and purchase agreement guide.
New Zealand Residential Property Agency Agreement Guide [PDF]
New Zealand Residential Property Sale and Purchase Agreement Guide [PDF]
Please refer to the following sources for more information on topics such as agency agreements, sale and purchase agreements, licensing, commission, sales options and advertising.
Complaints
Click here to find further information on how to make a complaint and the complaint process in the Complaints section on the REA website.
Click here to download the REA Complaint Form.
Please go to settled.govt.nz to find out more about the sale and purchase process.
Additional Information
The following downloadable fact sheets have been developed to provide you with information on the buying and selling process:
Please also visit settled.govt.nz for more guides and resources on buying or selling a home.
Public Register
You can search the public register of licensees by clicking here.
Click here for more information on how to object to a licence.
The 2008 Act introduces a new complaints system, which will provide transparent and fair processes for all parties involved in a complaint. All agents must have procedures for handling complaints. Using those procedures may be the quickest way to resolve your concerns. If you are unable to sort things out this way, you can complain to the Real Estate Authority under the Real Estate Agents Act 2008. Other existing consumer protections, such as those provided by the Fair Trading Act 1986 and the Consumer Guarantees Act 1993, also continue to be available to consumers.
Click here to go to the REA website for information on How to Make a Complaint.
Where do I go for more information?
If you need more information or assistance with making a written complaint please call the REA on 0800 for REA (0800 367 7322).
The REA contact details are:
Real Estate Authority
PO Box 25371, Wellington 6146
Level 2, 10 Brandon Street, Wellington
Phone: 0800 for REA (0800 367 7322)
Fax: 04 815 8468
Email: info@rea.govt.nz
rea.govt.nz
Phone 0800 for REA or 0800 367 7322
Gregg Tickelpenny
223 Alexandra Street
Te Awamutu, Waipa District 3800
gregg.tickelpenny@raywhite.com
+64 27 278 9068