Complaints Process
Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012 – Rule 12
Introduction
At NZ Property Real Estate, we aim to deliver excellent customer service, we understand that unexpected circumstances could happen.
All licensed real estate agents are required to have a written in – house complaints and dispute resolution procedure.
We consider all complaints seriously and will address the concerns brought up right away. By following this procedure, we will be able to handle complaints more quickly and appropriately.
The procedure is set out below. You do not have to use our complaints and resolution procedure. You may make a complaint directly to the Real Estate Agents Authority at any time. You can make a complaint to Real Estate Agents Authority even if you choose to also use our procedures.
5 Steps In-House Complaints and Dispute Resolution Procedures
Our In-House Complaints and Dispute Resolution Procedures were created to offer an easy and flexible method for addressing any complaint you may have with the services you received from our agency.
Step 1:
Kindly put your complaint in writing by email to the Branch Manager of the salesperson you may be complaining about in order to investigate further. Inform the Manager of your preferred plan of action regarding your complaint.
Step 2:
The Manager will need some time to speak with the salesperson involved. We will aim to respond to you in writing within 10 working days.
We may ask you to meet together to discuss the complaint and aim to work out to a resolution, then we will provide you with a written proposal to resolve your complaint.
Step 3:
If you do not accept our proposal, kindly advise us in writing within 5 working days with your preferred resolution.
Step 4:
If we accept your preferred resolution, we will aim to put the resolution 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 the complaint at mediation, or we do not agree to mediation, then our procedure will come to an end.
Contact:
Branch Manager
Email: admin@nzproperty.nz
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