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. (The Real Estate Authority. C/- PO Box 23-371, Wellington 6140. | www.rea.govt.nz)
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 Branch Manager; Matt Johnson 027 243 6831. Tell the Branch Manager who
you are complaining about and what your concerns are. Let the Branch Manager know what you would like
done about your complaint.
Step 2: The Branch Manager may ask you to put your complaint in writing so that he or she can investigate it.
The Branch Manager 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.
Matt Johnson – Branch Manager | Head of Sales
1-3 Rhone Avenue
Te Atatu Peninsula, 0610
matt.johnson@raywhite.com | 027 243 6831