Complaints Procedure

Your Rights

We want to make you aware that you have options when making a complaint:

  1. You can choose to raise your complaint with us first, and we will work to resolve it promptly and fairly.
  2. You can make a complaint directly to the Real Estate Authority (REA NZ) without first approaching us. This is your right under New Zealand law.

Step 01.

Making a complaint to us

If you choose to raise your complaint with us first, here’s our process:

Initial Contact – Tamzin Stevenson
Email:
Phone: +64 21 111 7673

Please provide:

  • Your contact details
  • Details of the licensee the complaint is about
  • Details of your complaint
  • Any relevant documentation
  • Your preferred resolution

Step 02.

Acknowledgement

We will acknowledge your complaint within 5 working days and provide you with a reference details.

Step 03.

Investigation

  • A senior staff member will be assigned to investigate your complaint
  • We aim to gather all relevant information within 5 working days
  • We may contact you for additional information
  • We will review all documentation and speak with relevant staff members

Step 04.

Resolution

We aim to resolve all complaints within 10 working days. We will provide you with a written response outlining:

  • Our findings
  • Any proposed resolution
  • The reasoning behind our decision
  • Your options if you’re not satisfied with the outcome

Step 05.

Follow-up

  • We will check in with you after providing our resolution to ensure you understand our response
  • We will implement any agreed actions promptly
  • We will keep records of all complaints to help improve our service

If you’re not satisfied

If you’re not satisfied with our response, you can:

  1. Request a review by us
  2. Contact the REA NZ directly using the contact details provided below
  3. Seek independent legal advice

Making a Complaint to REA NZ

The Real Estate Authority (REA) is an independent government agency that regulates the New Zealand real estate industry. You can:

Visit their website: www.rea.govt.nz
Call them: 0800 367 7322
Email them:

Our Commitment

We are committed to:

  • Treating all complaints seriously and fairly
  • Maintaining confidentiality
  • Learning from complaints to improve our service
  • Being transparent about our process
  • Respecting your right to complain directly to the REA

Recording and Monitoring

All complaints are recorded and monitored to:

  • Ensure proper handling
  • Improve our services
  • Meet regulatory requirements

Last updated: 16 June 2025.