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Complaints Procedure

How to make a complaint & conduct self-resolution

 

April 16, 2025

 

Where a complaint is about a real estate agent or agency that is associated with the @realty brand, it is encouraged to first email the agent themselves and attempt self-resolution.

We encourage you to write to the agent and provide them the opportunity to respond to your concerns within 7 days before pursuing further avenues of resolution.

If you are not satisfied with the outcome of this correspondence you may email Head Office via support@realty.email addressing your email to the Complaints Handling Officer.

 

Complaints Handling Procedure

 

What we commit to do throughout the process

 

Throughout the process, we commit:

  • To act fairly and reasonably as set out below:

    • Listen to the complainant’s concerns;

    • Be efficient and fair;

    • Ask for and consider all relevant information when resolving a complaint;

    • Where an error or mistake in handling the complaint is identified, recognise this and immediately initiate action to correct it;

    • Give the complainant adequate opportunity to make their case;

    • When relevant, provide information on the progress of the complaint; and

  • To act consistently and ethically as set out below:

    • All complaints must be treated as legitimate and investigated without prejudice;

    • Confirm the agreed resolution and, where requested/required, provide the complainant with a copy of the agreement/documented resolution; and

    • Strive to resolve complaints in a consistent manner.

  • Respond to the complainant within 14 days of receiving the complaint. If a final response is to be provided in writing, a reasonable effort will be made by @realty to contact the complainant and explain the outcome of the investigation.

 

Investigating Complaints

 

@realty undertakes to consider the following throughout the investigation of a complaint:

  1. Locate all relevant information and documentation relating to the complaint;

  2. Conduct a full review of all relevant documentation without partiality; and

  3. Determine if policies, procedures, documentation, training or @realty associated behaviour contribute to the complaint.

 

If the complaint is not resolved

 

If the complainant is not happy with the outcome of the investigation or would like to take the matter further, they have every right to do so. They can do this by contacting the relevant Government Bodies or seeking further independent advice on the matter.

 

Industry Contacts & links to Governing Bodies

 

Below is the relevant contacts and details for the Governing Bodies of real estate licensing and ethics for New Zealand – https://www.rea.govt.nz/

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