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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: Please either call or email the Branch Manager of the salesperson you may be complaining about or call or email James Twiss, Chief Executive Officer, on 03 3136158/ james.twiss@harcourts.co.nz . Please tell the manager who you are complaining to what you complaint is 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 further. 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 to discuss the complaint and try and agree a resolution.


STEP 3: If you do not accept our proposal please try and advise us in writing within 10 working days. You can, of course, suggest another way of resolving your complaint.


STEP 4: 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 mediator.


STEP 5: 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 during this process.

The Real Estate Agents Authority

c/- PO Box 25-371

Wellington 6146

New Zealand

Telephone 0800 FOR REAA or 0800 367 7322