In-House Complaints and Dispute Resolution Procedure 


In accordance with Rule 12 of the 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 (REAA) 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 Manager/Licensee Agent, Nathan Najib. (027 514 0776/ Tell the Manager/Licensee Agent who you are complaining about and what your concerns are. Let the Manager/Licensee Agent know what you would like done about your complaint.

STEP 2: The Manager/Licensee Agent may ask you to put your complaint in writing so that he or she can investigate it. The Manager/Licensee Agent will need a brief period of time to talk to the team members involved. We promise to come back to you within ten 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.


REMEMBER: You can still make a complaint to the REAA in the first instance and, even if you use these procedures, you can still make a complaint to the REAA at any time.

To view the latest Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012, please CLICK HERE


Where do I go for more information? 

If you need more information or assistance with making a written complaint, please contact the Real Estate Agents Authority at any time. 

Real Estate Agents Authority
PO Box 25 371
Wellington 6146
Phone: 0800 367 7322


The Real Estate Agents Authority (REAA) is the independent government regulatory body for the real estate industry in New Zealand. Their role is to promote a high standard of service and professionalism in the real estate industry and assist in protection buyers and sellers, and they provide information for buyers and sellers as well as providing advice and guidance for agents, and dealing with complaints about agents’ behaviour.