In accordance with rule 12 of the Real Estate Agents Act (professional conduct and client care rules) 2012.

Our complaints and dispute resolution procedures are designed to provide a straightforward and personalised process for resolving any concerns you may have about the service you have received from our agency.

In the first instance, please call our main office on (03) 474 0444 and speak to Peter Wilson. Explain your concerns, specifying who and what they relate to, and what outcome you are seeking.

Peter may ask you to put your complaint in writing so we can investigate it. We will respond within ten working days from the date we receive it. As part of our response, we may invite you to meet with members of our team to discuss the issues and attempt to reach a resolution.

If we are unable to reach an agreed resolution after a meeting, or if you prefer not to meet with us, we will provide you with a written proposal to resolve your complaint.

If you do not accept our proposal, please advise us in writing within five working days. You are welcome to suggest an alternative resolution. If we agree to your preferred resolution, we will take all necessary steps to implement it as soon as possible. If we decline your preferred resolution, we may invite you to mediate the dispute.

If you agree to mediation but we are unable to resolve the issues, or if we choose not to mediate, then our process will conclude.

Please remember that you can make a complaint to the Real Estate Agents Authority at any stage, whether or not you choose to follow this process.

The Real Estate Agents Authority

PO Box 25371

Wellington 6146

New Zealand

Phone: 0800 367 7322