In accordance with Rule 12 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012
NOTE: All disputes in relation to Real Estate Sales Activity issues are covered and governed under the Real Estate Agents Act 2008, a link for further information is provided below.
Licensed under the Real Estate Agents Act 2008 www.reaa.govt.nz
In accordance with Rule 10 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2009 Introduction. All licensed real estate agents are required to have a written in-house complaints and dispute resolution procedure. That 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 the Real Estate Agents Authority even if you choose to also use our procedures.
In-house Complaints and Dispute Resolution Procedures
Our complaints and dispute resolution procedures are designed to provide a simple and personalised process for resolving any complaint you might have about the service you have received from our agency.
1. Call us and speak to our Compliance Manager, Stephanie Kelland 021 544 734 or email stephanie.kelland@raywhite.com
Tell her who you are complaining about and outline your concerns. Let her know what you would like done about your complaint.
2. She may ask you to put your complaint in writing so that she can investigate it. She will then need a brief period of time to talk to the team members involved. We promise to come back to you within 10 working days with a response to your complaint. That response may be in writing. As part of that response we might ask you to meet with members of our team to discuss the complaint and try and agree a resolution.
3. If we are unable to come to an agreed resolution after a meeting, or if you don’t wish to meet with us, then we will provide you with a written proposal to resolve your complaint.
4. If you do not accept our proposal please try and advise us in writing within 5 working days.
You can, of course, suggest another way of resolving your complaint.
5. If we accept your preferred resolution we will attempt to implement that resolution as soon as possible. If we decline your preferred resolution we may invite you to mediate the dispute.
6. If we agree to mediate the complaint but don’t settle the complaint at mediation, or we do
not agree to mediate the dispute, then that will be the end of our process.
REMEMBER: You can make a complaint to the Real Estate Agents Authority in the first instance, or after you have referred the matter to us.
The Real Estate Agents Authority
c/- PO Box 25-371
Wellington 6146
New Zealand
Phone 0800 for REAA or 0800 367 7322
CR Marketing North Shore Limited Licensed (REAA 2008) -Trading as Ray White Mairangi Bay / Ray White Milford