Complaints process
In-house complaints and dispute resolution
Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012 - Rule 12
At NZ Property Real Estate, we aim to deliver excellent customer service, but we understand that unexpected circumstances can happen. All licensed real estate agencies are required to have a written in-house complaints and dispute resolution procedure.
We consider all complaints seriously and will address the concerns raised right away. Following this procedure helps us handle complaints quickly and appropriately.
You do not have to use our complaints and resolution procedure. You may make a complaint directly to the Real Estate Authority (REA) at any time - even if you also choose to use our procedure.
Our 5-step procedure
Step 1
Put your complaint in writing by email to the Branch Manager of the salesperson you may be complaining about, so we can investigate further. Let the Manager know your preferred plan of action regarding your complaint.
Step 2
The Manager will need some time to speak with the salesperson involved. We aim to respond to you in writing within 10 working days. We may ask to meet to discuss the complaint and work towards a resolution, and will then provide you with a written proposal to resolve your complaint.
Step 3
If you do not accept our proposal, please advise us in writing within 5 working days with your preferred resolution.
Step 4
If we accept your preferred resolution, we will put it into action. If we decline your preferred resolution, we may discuss referring the matter to an independent mediator.
Step 5
If we agree to mediate the complaint but do not settle it at mediation, or we do not agree to mediation, our procedure comes to an end.
Contact
Branch Manager
Email: admin@nzproperty.nz