Complaints and Dispute Resolution

All Professionals offices and salespeople are licensed under the Real Estate Agents Act 2008 and operate under the Real Estate Agents Act (Professional Conduct Code and Client Care) Rules.

We take pride in our reputation and value the trust and goodwill we have from both buyers and sellers. We will not tolerate unprofessional behaviour from any of our salespeople or staff.

We welcome your feedback. Whether offering comments or suggestions on how we can improve our service or expressing satisfaction or dissatisfaction with any part of the buying or selling process with us - we want to hear from you.

We want you to be completely satisfied with the service you receive. If for any reason you are not satisfied, please let us know immediately and allow us the opportunity to put things right.

We have our complaints and dispute resolution procedure available for you to use. You do not have to use our complaints procedure. You may make a complaint directly to the Real Estate Authority at any time. You can also make a complaint to the Real Estate Authority even if you choose to also use our procedures.

Real Estate Authority
P O Box 25371, Wellington 6146
E-mail: complaints@rea.govt.nz
Phone: 0800 367 7322

In-house complaints and dispute resolution procedure

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 Professionals.

1. If you have a complaint, we encourage you to first discuss the issue with the salesperson or staff member you have been dealing with.
2. If that fails to resolve the issue, or if you are uncomfortable speaking with the individual you have been dealing with, call the branch you have been working with and ask to speak to the manager. Tell the manager about your complaint and let them know what you would like to be done about your complaint.
3. The manager may ask you to put your complaint in writing so that they can investigate it. You can choose to use this form to detail your complaint. 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 with members of our team to discuss the complaint and try to agree on a resolution.
4. If we are unable to come to an agreed resolution after a meeting, or if you don’t wish to meet with us, then we will provide you with a written proposal to resolve your complaint.
5. 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.
6. 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.
7. If we agree to mediate the complaint but don’t 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 Real Estate Authority in the first instance and, even if you use these procedures, you can still make a complaint to the Real Estate Authority at any time.

Our complaints procedure follows the guidelines provided in accordance with Rule 12 of the Real Estate Agents Act (Professional Conduct and Client Care Rules) 2008.

For more information, contact us at the Professionals National Service Centre.