Complaints & Dispute Resolution Procedures

In accordance with Rule 12 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012


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.
STEP 1: Call us and speak to our designated Complaints and Dispute Resolution manager, Kyle Sutherland,
Chief Executive Officer, (397-399 Ilam Road, Ilam, Christchurch). Telephone (03) 351 3002.
Advise them who you are complaining about and what your concerns are. Let the manager know what
you would like done about your complaint.
STEP 2: The manager may ask you to put your complaint in writing so that he or she can investigate it. The
manager will 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
STEP 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.
STEP 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.
STEP 5: If we accept your proposed resolution we will attempt to implement that resolution as soon as
possible. If we decline your proposed resolution we may discuss referring the matter to an independent
STEP 6: If we agree to refer the complaint to mediation but don’t settle the complaint at mediation, or we do
not agree to mediation then that will be the end of our process.
Remember, you can still make a complaint to the Real Estate Agents Authority at any time.
The Real Estate Agents Authority
c/- PO Box 25-371
Wellington 6146
New Zealand
Telephone 0800 FOR REAA or 0800 367 7322