Making a complaint

Legal compliance

As real estate industry members, adherence to the Real Estate Agents Act 2008 and associated regulations is mandatory.

Compliance with the Real Estate Agents Authority (REAA) is a key aspect of professional conduct.

REAA guidance

For further insights into REAA regulations, helpful guides, and articles, members are encouraged to visit the REAA website.

In-house complaints and dispute resolution procedure

All licensed real estate agents are obligated to maintain a written in-house complaints and dispute resolution procedure. This procedure is voluntary, and complainants retain the option to approach the REAA directly.

1. Initial contact. Contact the agency and engage with the manager. Clearly articulate the subject of the complaint, express concerns, and outline desired outcomes.
2. Manager’s response. The manager may request a written complaint for thorough investigation. A response, potentially including a meeting request, will be provided within 10 working days.
3. Agreement attempt. If a resolution is not reached during a meeting, or if the complainant opts out of a meeting, a written proposal will be presented.
4. Response to proposal. If the proposed resolution is not accepted, the complainant is encouraged to inform the agency in writing within five working days. Complainants are welcome to suggest alternative resolutions.
5. Implementation or mediation. If the agency accepts the complainant’s preferred resolution, prompt implementation will be attempted. In case of rejection, the agency may propose mediation to resolve the dispute.
6. Mediation outcome. If mediation fails to settle the dispute, or if the agency declines mediation, the resolution process concludes.

Complainants have the option to initiate a complaint directly with the REAA at any stage, even if using the in-house procedure.

Real Estate Agents Authority
PO Box 25-371, Wellington 6146, New Zealand
Phone: 0800 367 7322