In accordance with Rule 12 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012
Introduction
All licensed real estate agents are required to have a written in-house complaint 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 Authority at any time. You can make a complaint to the Real Estate 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 the Licensee Agent; Rachel Hawes at 021 485 778 . Tell the Licensee Agent who you are complaining about and what your concerns are. Let the Licensee Agent know what you would like done about your complaint.
Step 2: The Licensee Agent may ask you to put your complaint in writing so that he or she can investigate it. The Licensee Agent will need a brief period of time to talk to the team members involved. We promise to come back to you within five 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 to agree on a resolution.
Step 3: If we are unable to come to an agreed resolution after a meeting, or if you do not 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 five working days. You can, of course, suggest another way of resolving your complaint.
Step 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.
Step 6: If we agree to mediate the complaint but do not settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.
Rachel Hawes – Licensee Agent
rachel.hawes@raywhite.com
+64 21 485 778
* The Complainant needs to be aware that there may be a responsibility by the Agent Licensee to report the complaint and or dispute to the insurers of the Agent Licensee under the policy which is held by the Agent Licensee. If this is the case the Agent Licensee will advise the complainant and refer the matter to the insurance company which may override these procedures.