Privacy Statement

Meros Group Realty Limited, trading as Professionals Meros Group

Policy version: 2.0

Effective date: 1 August 2026

1. Purpose

This Privacy Statement explains how Meros Group Realty Limited, trading as Professionals Meros Group (Meros Group Realty, we, us or our), collects, holds, uses and discloses personal information.

We comply with the Privacy Act 2020 and its information privacy principles.

This statement applies to people who deal with Meros Group Realty, including vendors, prospective vendors, purchasers, prospective purchasers, property owners, open-home visitors, website users, referrers, professional advisers, suppliers and people who contact us.

It does not limit any rights or obligations under the Privacy Act or other applicable law.

2. Who is responsible for your information

Meros Group Realty Limited, trading as Professionals Meros Group, is responsible for personal information collected and held in connection with our business.

Our Privacy Officer is:

Angela Ashby
Privacy Officer
Meros Group Realty Limited
386 Point Chevalier Road
Point Chevalier, Auckland 1022
Email: hello@professionals.co.nz
Phone: 0800 93 92 91

Our Privacy Officer is responsible for encouraging compliance with the Privacy Act 2020, responding to access and correction requests, investigating privacy concerns and helping manage privacy breaches.

Additions to section 3: Personal information we collect

The personal information we collect may include:

• your name, contact details, address and date of birth;
• information about a property, proposed transaction, agency appointment or other service you request;
• identification, verification, source-of-funds and other information required for anti-money laundering, countering financing of terrorism, sanctions or regulatory compliance;
• financial, payment and invoicing information;
• correspondence, enquiries, feedback and complaints;
• open-home, inspection, enquiry and prospective purchaser records;
• photographs, video, audio or other content you provide to us;
• online identifiers and technical information, including IP address, device information, browser information, cookie identifiers and advertising identifiers;
• information about your use of our website, including pages viewed, links selected and whether a form was submitted;
• video images recorded by CCTV cameras located outside our offices; and
• any other information you provide to us or authorise us to collect.

We will not intentionally use the contents of website form fields, identity documents, anti-money laundering information, financial information or confidential transaction information for advertising or remarketing.

Additions to section 4: How we collect information

We may collect personal information:

• directly from you;
• from your authorised representatives, advisers, joint owners or other people involved in a transaction;
• from publicly available sources and property, company, identity or regulatory databases;
• from real estate platforms, advertising platforms, social media services and service providers;
• through our website, cookies, analytics tools and remarketing technologies;
• when you visit an open home, property inspection, auction or event;
• through communications with our staff; and
• through CCTV cameras located outside our offices.

Where we collect personal information from someone other than you, we will take reasonable steps to ensure you receive the information required by the Privacy Act, unless an applicable exception permits otherwise.

9. Cookies, analytics and remarketing

Our website uses cookies, pixels, tags and similar technologies. These technologies may collect information about your device, browser, IP address, approximate location, website activity and interactions with our advertisements.

We use this information to:

• operate and secure our website;
• understand how visitors use our website;
• measure website and advertising performance;
• improve our services and digital content;
• remember preferences; and
• conduct remarketing and show advertisements to people who have previously visited our website.

Remarketing technologies may allow third-party advertising providers to recognise your browser or device and display advertisements to you after you leave our website. Those providers may combine information about your interaction with our website with information collected through other websites or services, subject to their own privacy policies and settings.

We do not intentionally provide identity documents, financial information, anti-money laundering information, confidential transaction information or the contents of enquiry forms to advertising providers for remarketing.

You can manage cookies through our website cookie controls, where available, and through your browser or device settings. Disabling some cookies may affect website functionality. Advertising platforms may also provide their own settings for limiting personalised advertising.

10. Artificial intelligence tools

We use artificial intelligence tools, including Claude, provided by Anthropic, and ChatGPT, provided by OpenAI, to assist with activities such as drafting, summarising, analysing information, preparing marketing material, conducting research and supporting administrative work.

Artificial intelligence supports our staff but does not replace professional judgement. Information produced by an artificial intelligence tool must be reviewed by an appropriately authorised person before it is relied upon for a material business, client or transaction decision.

Where an artificial intelligence tool may process personal information, we will take reasonable steps to:

• ensure its use is necessary and appropriate;
• use an approved account, service and configuration;
• minimise the personal information submitted;
• remove or de-identify personal information where reasonably practicable;
• avoid submitting highly sensitive or confidential information unless the use has been specifically approved and appropriate safeguards are in place;
• restrict access to authorised staff;
• verify material outputs before using them;
• comply with our confidentiality, privacy, record-keeping and professional obligations; and
• assess relevant security, retention, training and overseas-processing arrangements.

We will not use an artificial intelligence tool to make a final decision that has a legal or similarly significant effect on a person without meaningful human review.

Claude and ChatGPT may process information using infrastructure located outside New Zealand. Where personal information is disclosed to an overseas provider, we will comply with the overseas disclosure requirements of the Privacy Act.

12. CCTV

We operate CCTV cameras outside our offices for the safety and security of our staff, clients, visitors, premises and property, and to assist with preventing and investigating suspected unlawful activity or security incidents.

The cameras record video images of people entering, leaving or in the immediate vicinity of our offices. Signs are displayed to notify people that CCTV is operating and identify Meros Group Realty Limited as the operator.

CCTV footage:

• is accessible only to authorised people;
• will be used only for the purposes for which it was collected, or where another use is authorised or required by law;
• may be disclosed to the Police, insurers, legal advisers, security providers or other appropriate parties where reasonably necessary and lawful;
• is stored securely;
• is retained only for as long as reasonably necessary under our retention schedule; and
• may be retained for longer where it relates to an incident, investigation, claim, complaint or legal obligation.

A person may request access to CCTV footage containing their personal information. Any access provided may be limited or edited where necessary to protect another person’s privacy or where another lawful withholding ground applies.

We do not intentionally record audio through our CCTV system unless audio recording is necessary, lawful and clearly notified.

16. Privacy concerns and complaints

If you have a concern about how we have collected, used, stored or disclosed your personal information, please contact:

Angela Ashby
Privacy Officer
Meros Group Realty Limited
Email: hello@professionals.co.nz
Phone: 0800 93 92 91

We will acknowledge and investigate privacy complaints promptly and fairly.

If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner at privacy.org.nz or by calling 0800 803 909.

18. Contact details

For privacy enquiries, access or correction requests, CCTV requests, complaints or questions about this policy, contact:

Angela Ashby
Privacy Officer
Meros Group Realty Limited
Trading as Professionals Meros Group
386 Point Chevalier Road
Point Chevalier, Auckland 1022
Email: hello@professionals.co.nz
Phone: 0800 93 92 91

General Agency Policy

Meros Group Realty Limited, trading as Professionals Meros Group

Licensed under the Real Estate Agents Act 2008

Policy version: 2.1

Effective date: 1 August 2026

1. Purpose and status of this policy

This policy provides general information about how a general agency operates when you appoint Meros Group Realty Limited, trading as Professionals Meros Group (Meros Group Realty), to market and sell your property.

This policy is provided for information only. It does not form part of, amend, replace, override, or add to any agency agreement.

Your rights and obligations, and those of Meros Group Realty, are governed by the agency agreement signed by you and Meros Group Realty. If anything on this page is inconsistent with a signed agency agreement, the signed agency agreement prevails.

At the date of this policy, our current agreements are:

• General Agency Agreement, Version 2.8-0826; and
• Sole Agency Agreement, Version 5.11-0826.

Later versions may replace these documents. The version you actually sign is the document that governs your appointment.

2. When this information applies

This information is relevant where:

• you appoint Meros Group Realty under a General Agency Agreement from the beginning of the appointment; or
• a sole agency rolls over to a general agency under a Sole Agency Agreement.

A sole agency rolls over only where the rollover option is expressly selected in the signed Sole Agency Agreement. If no rollover option is selected, the agency ends when the sole-agency period ends.

Before an elected rollover begins, Meros Group Realty will provide you with additional information about operating under a general agency. This policy forms part of that information but remains non-contractual.

3. What a general agency means

A general agency is a non-exclusive appointment.

While a general agency is in effect:

• you may appoint other licensed real estate agents to market and sell the property;
• each appointed agent may market the property and introduce prospective purchasers;
• you may sell the property privately;
• Meros Group Realty remains appointed until the general agency ends in accordance with the signed agreement; and
• the appointment of another agent does not, by itself, cancel your appointment of Meros Group Realty.

Each agency agreement operates separately. You should make sure you understand the commission provisions in every agency agreement you sign.

4. Commencement and duration

A general agency commences on the date stated in the signed General Agency Agreement.

Where a Sole Agency Agreement contains an elected rollover, the general agency commences immediately after the sole-agency period ends.

The general agency continues until:

• the end date stated in the signed agreement, if one is stated;
• it is cancelled in accordance with the signed agreement; or
• it otherwise ends under the terms of the signed agreement.

5. Cancelling a general agency

Either you or Meros Group Realty may cancel a general agency by giving seven days' written notice to the other party.

The notice should clearly identify:

• the property;
• the agency agreement being cancelled;
• the person giving notice; and
• the date on which notice is given.

Cancellation does not affect rights or obligations that the signed agreement says continue after the agency ends. These may include rights concerning commission, introduced purchasers, marketing expenses already incurred, confidentiality, and payment obligations.

6. Commission during the general agency

Commission is payable only in the circumstances set out in the signed agency agreement.

In general terms, Meros Group Realty may be entitled to commission where, during the general agency:

• you enter into an agreement to sell or exchange the property, or part of it;
• Meros Group Realty was instrumental in bringing about that agreement or the agreement was entered into with a purchaser introduced by Meros Group Realty; and
• the sale or exchange agreement is or becomes unconditional.

The sale or exchange agreement may become unconditional during or after the general agency. The precise commission trigger, rate, minimum commission, GST treatment, and payment timing are set out in the signed agency agreement.

This policy does not create a separate right to commission.

7. Commission after the general agency ends

The signed agency agreement may provide for commission where, within six months after the general agency ends:

• you enter into a private agreement to sell or exchange the property, or part of it;
• the transaction is brought about through the instrumentality of Meros Group Realty or is with a purchaser introduced by Meros Group Realty; and
• the agreement is or becomes unconditional.

A private agreement generally means an agreement entered into when there is no effective agency agreement between you and another licensed real estate agent in relation to that sale.

The exact post-agency commission provisions in your signed agreement control. This policy does not extend the period, purchasers, transactions, or circumstances covered by those provisions.

8. Introduced purchasers

For the purposes of Meros Group Realty's current agency agreements, a purchaser is not treated as introduced merely because they saw general advertising or independently became aware of the property.

An introduction generally requires identifiable agency work by Meros Group Realty that:

• brought the purchaser and the property to each other's attention; or
• materially facilitated the purchaser's engagement with the property,

and that work must have been an effective cause of the transaction.

Whether a purchaser was introduced, and whether Meros Group Realty was instrumental in a transaction, depends on the actual facts and the terms of the signed agency agreement.

9. Records and evidence of introduction

Records that may be relevant when considering whether a purchaser was introduced include:

• property inspection records;
• open-home attendance records;
• enquiries made by a purchaser or their representative;
• emails, messages, and other correspondence;
• records of information provided to the purchaser;
• offers or expressions of interest;
• customer relationship management records; and
• written acknowledgements or other records from the purchaser.

No single record automatically establishes an introduction or an entitlement to commission. For example, an open-home entry or customer relationship management record may show contact with a purchaser, but the full circumstances must still be considered.

10. Named purchaser notice when the agency ends

When the agency ends, Meros Group Realty will give you written notice naming each prospective purchaser whom it claims to have introduced.

The notice will explain that a later sale to a named purchaser may result in commission becoming payable under the signed agency agreement.

Any post-agency commission claim based on the introduction of a purchaser is limited by the terms of the signed agreement, including its named-purchaser notice requirement.

You should retain this notice with your agency agreement and give a copy to your solicitor and any new real estate agent you appoint.

11. Other agents and the risk of more than one commission

Entering into more than one agency agreement can create a risk that more than one agent will claim commission.

This could occur where:

• another agent introduced the purchaser;
• another agent was instrumental in bringing about the transaction;
• a previous agency agreement has ended but its post-agency commission provisions still apply;
• two agents carried out material work relating to the same purchaser or transaction; or
• a new agency agreement is signed before an earlier appointment has properly ended.

You should tell each agent about any current or previous agency agreement that may be relevant. You should also keep clear records of which agent introduced each prospective purchaser and what work each agent carried out.

Before signing another agency agreement or accepting an offer from a purchaser who dealt with another agent, you should obtain independent legal advice if there is any uncertainty about commission.

12. Conjunctional sales

Meros Group Realty may agree to work conjunctionally with another licensed real estate agent.

Where a conjunctional arrangement is agreed, the participating agents may agree between themselves how commission will be shared. Unless the signed agency agreement or a separate written arrangement says otherwise, a conjunctional split does not increase the total commission payable by you under your agreement with Meros Group Realty.

A conjunctional arrangement is different from two agents making separate commission claims under separate agency agreements.

13. Marketing and advertising

The marketing and advertising services authorised by you are set out in the signed agency agreement and the agreed Marketing Plan and Marketing Budget.

You are not obliged to agree to additional marketing, advertising, or other expenses.

Meros Group Realty will seek your approval before incurring any additional expense for which your approval is required. If the agency ends, Meros Group Realty may recover advertising and marketing costs already incurred on your behalf to the extent permitted by the signed agency agreement, after taking account of marketing amounts already paid.

The signed agreement and agreed marketing documents control the services, expenditure, payment timing, and use of marketing material.

14. Related companies and service providers

Meros Group Realty may introduce you to businesses related through common ownership or associated interests.

You are free to decide whether to engage a related company and may instead engage any other provider. Services supplied by a related company must be separately agreed and priced.

A related company may receive its ordinary fee for services you separately engage it to provide. Meros Group Realty and its licensees will not receive or be entitled to receive a rebate, discount, commission, referral fee, credit, free service, or other payment or benefit arising from those services where Form 1 paragraph 1(a) applies in your signed agency agreement.

If the position differs for a particular transaction, the required disclosure must be completed in the prescribed Form 1 before the agency agreement is signed.

15. Privacy and information sharing

Personal information is handled in accordance with:

• the Privacy Act 2020;
• our Privacy Policy;
• the privacy and information-sharing provisions in the signed agency agreement; and
• any specific authority or consent you provide.

Information may be collected, used, or disclosed where reasonably necessary to market the property, communicate with prospective purchasers, administer the agency, meet legal or regulatory obligations, or provide services you have requested.

Information may also be shared with a related company where authorised by the signed agency agreement or otherwise permitted by law.

Meros Group Realty and its licensees do not receive a referral fee or other payment for sharing your information with a related company where Form 1 paragraph 1(a) applies.

16. Complaints and dispute resolution

Meros Group Realty maintains an in-house complaints and dispute-resolution process.

You may request a copy of that process or raise a concern by contacting us using the details below.

You may also make a complaint directly to the Real Estate Authority at any time. You do not have to use our in-house process first, and using our process does not prevent you from later complaining to the Real Estate Authority.

Information about the Real Estate Authority's complaints process is available at rea.govt.nz.

17. Legal and professional advice

An agency agreement is a legally binding document.

Before signing an agency agreement, cancellation notice, variation, or other material document, you should obtain independent legal advice if you are uncertain about its effect.

You may also need accounting, tax, building, engineering, valuation, or other specialist advice depending on the property and transaction.

Meros Group Realty cannot provide legal, tax, or other specialist professional advice unless appropriately qualified and authorised to do so.

18. Updates to this policy

Meros Group Realty may update this policy to keep the general information current.

An update to this website policy:

• does not amend or replace an existing signed agency agreement;
• does not apply retrospectively to change contractual rights or obligations;
• does not create a new entitlement to commission or expenses; and
• does not alter the agency type, term, cancellation rights, or other terms recorded in a signed agreement.

Your signed agency agreement remains the controlling document regardless of when this policy is updated.

Previous versions of this policy may be requested from Meros Group Realty.

19. Contact us

For questions about a general agency, your agency agreement, or this policy, contact:

Meros Group Realty Limited

Trading as Professionals Meros Group

386 Point Chevalier Road

Point Chevalier

Auckland 1022

Phone: 0800 93 92 91

Email: hello@professionals.co.nz

Website: professionals.co.nz/meros-group

For independent information about agency agreements, visit the Real Estate Authority at rea.govt.nz.

Website Terms of Use

Meros Group Realty Limited, trading as Professionals Meros Group

Licensed under the Real Estate Agents Act 2008

Version 1.0
Effective date: 1 August 2026

1. About these terms

These terms apply to the webpages, property listings, forms and other digital content published by or on behalf of Meros Group Realty Limited, trading as Professionals Meros Group, through professionals.co.nz and any related digital service we control.

In these terms, “we”, “us” and “our” mean Meros Group Realty Limited.

The wider Professionals website may contain content published by Professionals New Zealand, other Professionals offices or other entities. Separate terms or policies may apply to that content.

By using our website, you agree to use it in accordance with these terms and all applicable laws.

2. General information only

Information on our website is provided for general information and marketing purposes.

Unless we expressly state otherwise, website content:

• is not legal, financial, tax, valuation, building, engineering or other professional advice;
• is not an offer capable of acceptance;
• does not create an agency appointment, fiduciary relationship or other professional relationship; and
• does not amend or replace any signed agency agreement, sale and purchase agreement, tenancy agreement, management agreement or other contract.

You should obtain appropriate independent advice before making a property, financial or legal decision.

3. Property information

Property information may be supplied by vendors, owners, landlords, developers, councils, public records, service providers or other third parties.

We take reasonable care when preparing and publishing property information. However, information can change, and third-party information may be incomplete or inaccurate.

Unless expressly stated otherwise:

• dimensions, areas, boundaries, floorplans and maps are approximate;
• photographs and illustrations may not show every feature, defect or current condition;
• digitally altered, enhanced or virtually staged images are illustrative;
• school zones, planning controls, development potential and permitted uses should be independently verified;
• estimated rental returns, yields, expenses and other financial information are indicative only; and
• the availability, price and status of a property may change without notice.

Prospective purchasers and tenants should inspect the property and complete their own legal, title, planning, building, engineering, financial and other due diligence.

Nothing in these terms permits us or a licensee to withhold information that must be disclosed or to make a representation that is false, misleading, deceptive or unsubstantiated.

4. Automated estimates and appraisals

Any automated estimate, online appraisal indication or market information provided through the website is general and indicative only.

It is not a registered valuation and should not be relied upon as the sole basis for a property, lending or investment decision. A property-specific appraisal or valuation may produce a different result after the property and relevant market evidence have been considered.

5. Online forms and communications

Submitting a form, email, booking request or other online communication does not guarantee that:

• we have received or reviewed it;
• an appointment or inspection has been confirmed;
• a property remains available;
• we have accepted instructions; or
• an agreement or transaction has been created.

A booking or appointment is confirmed only when we confirm it. An agency appointment or other contractual arrangement is created only through the applicable agreement or confirmation process.

Do not use the website for urgent notices, contractual deadlines, cancellation notices or other communications where confirmed and timely receipt is important unless we have expressly agreed to that method.

6. Privacy

Personal information submitted through the website is handled in accordance with our Privacy Policy.

Our website may also use cookies, analytics and advertising technologies managed through the wider Professionals website. Available cookie controls and any applicable national website notices should be read alongside our Privacy Policy.

7. Intellectual property

Unless stated otherwise, the website and its contents are owned by, or used with permission from, Meros Group Realty Limited, Professionals New Zealand or their licensors.

You may view, download or print reasonable extracts for your personal and non-commercial use.

You must not, without prior written permission:

• reproduce, republish or commercially exploit website content;
• remove copyright, trade mark or attribution notices;
• use our branding in a way that suggests endorsement or affiliation;
• systematically scrape, harvest or extract website content or personal information;
• create a misleading copy or adaptation of a property listing; or
• use website content for an unlawful or misleading purpose.

8. Acceptable use

You must not:

• interfere with the operation or security of the website;
• attempt to gain unauthorised access to a system or account;
• introduce malicious software or harmful material;
• use automated tools in a way that places an unreasonable load on the website;
• submit information that is unlawful, defamatory, misleading or infringes another person’s rights;
• impersonate another person; or
• use information obtained through the website to send unlawful or unsolicited electronic messages.

We may restrict access where reasonably necessary to protect the website, our systems, other users or our legal rights.

9. Third-party websites and services

The website may link to third-party websites, platforms, mapping services, property portals or service providers.

A link does not necessarily mean that we endorse or control the third party. Third-party services are governed by their own terms and privacy practices. You should review those terms before using the service or providing personal information.

10. Website availability and security

We take reasonable steps to maintain the website and protect information submitted through it. We do not guarantee that the website will always be available, uninterrupted, error-free or free from every security risk.

We may change, suspend or withdraw website content or functionality where reasonably necessary. A website change does not amend an existing signed agreement or affect accrued contractual rights.

11. Responsibility and liability

Nothing in these terms excludes, restricts or modifies:

• obligations under the Real Estate Agents Act 2008 or the Professional Conduct and Client Care Rules;
• obligations under the Fair Trading Act 1986, Consumer Guarantees Act 1993 or Privacy Act 2020; or
• any other right or remedy that cannot lawfully be excluded or restricted.

Subject to those protections, we are not responsible for loss caused by:

• use of a third-party website or service that we do not control;
• unauthorised or unlawful interference with the website;
• reliance on general website information where property-specific or professional advice was reasonably required; or
• information supplied by a third party that we could not reasonably have known was inaccurate.

12. Complaints

Information about raising a concern or complaint is available in our Complaints and Dispute Resolution Procedure.

A person may also contact the Real Estate Authority directly about the conduct of a licensed real estate professional. They are not required to use our in-house process first.

13. Changes to these terms

We may update these terms to reflect changes to the website, our services or applicable law.

The current version will be published on our website with its effective date. Changes do not retrospectively amend a signed agreement or remove rights that arose under an earlier version.

14. New Zealand law

These terms are governed by New Zealand law. New Zealand courts have non-exclusive jurisdiction over matters relating to these terms and use of our website.

15. Contact us

Meros Group Realty Limited
Trading as Professionals Meros Group
386 Point Chevalier Road
Point Chevalier
Auckland 1022

Phone: 0800 93 92 91
Email: hello@professionals.co.nz
Website: professionals.co.nz/meros-group

Complaints and Dispute Resolution Procedure

Meros Group Realty Limited, trading as Professionals Meros Group

Licensed under the Real Estate Agents Act 2008

Version 2.0
Effective date: 1 August 2026

1. Purpose

We are committed to dealing with concerns and complaints promptly, fairly and professionally.

This document is the written in-house complaints and dispute resolution procedure maintained by Meros Group Realty Limited under the Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012.

A copy is available to clients and consumers through our website or on request.

2. Who may use this procedure

This procedure is available to:

• prospective clients;
• current and former clients;
• purchasers and prospective purchasers;
• customers and other parties to a real estate transaction; and
• any other consumer who wishes to raise a concern about our services or the conduct of a licensee working for us.

A person does not need to be a party to an agency agreement to raise a concern.

3. Raising a concern

Where appropriate, you may first raise the concern with the salesperson, branch manager or other staff member involved. Many concerns can be resolved quickly through direct discussion.

You may also make a complaint directly to Meros Group Realty Limited at any time.

Complaints may be made verbally or in writing. We may ask you to confirm important details in writing so that we can investigate accurately.

To help us understand the complaint, please provide, where available:

• your name and contact details;
• the property or transaction concerned;
• the name of the licensee or staff member involved;
• a clear description of what happened;
• relevant dates, communications or documents; and
• the outcome you are seeking.

There is no fee for using this procedure.

4. How to submit a complaint

Complaints may be submitted to:

Complaints Manager
Meros Group Realty Limited
386 Point Chevalier Road
Point Chevalier
Auckland 1022

Email: hello@professionals.co.nz
Phone: 0800 93 92 91

Please mark written correspondence “Private and confidential - Complaint”.

If your complaint concerns the person who would ordinarily receive it, you may ask for it to be referred directly to the Agent Licensee or another senior person who was not involved in the matter.

5. Acknowledgement

We will normally acknowledge a complaint within two working days.

The acknowledgement will:

• confirm that the complaint has been received;
• identify the person responsible for reviewing it;
• advise whether we require further information; and
• explain the expected next steps.

6. Review and investigation

The complaint will be considered by the Agent Licensee, a senior manager or another appropriate person.

Where reasonably practicable, a person who was not directly involved in the events complained about will conduct or oversee the review.

The reviewer may:

• speak with you and the people involved;
• review agency agreements, correspondence, transaction records and other relevant material;
• obtain further information;
• consider applicable legislation, professional rules and company obligations; and
• explore whether an agreed resolution is possible.

We will deal with the complaint impartially and give relevant people a fair opportunity to respond.

7. Response

We aim to provide a substantive written response within five working days after receiving the complaint and sufficient information to assess it.

Some matters may reasonably take longer. If this happens, we will explain the reason for the delay, keep you informed and provide an updated expected response date.

Our response may:

• explain our findings and reasons;
• identify any information we were unable to verify;
• propose steps to resolve the matter;
• confirm any corrective action;
• explain why we do not uphold all or part of the complaint; and
• identify further internal or external options.

Possible resolutions will depend on the circumstances and may include an explanation, apology, correction, further action, facilitated discussion or another appropriate remedy.

8. Internal reconsideration

If you are dissatisfied with the response, you may ask the Agent Licensee or another senior person to reconsider the matter.

Please explain which part of the response you disagree with and provide any additional information you would like considered.

Internal reconsideration is optional. You do not have to complete it before contacting the Real Estate Authority or another appropriate organisation.

9. Complaints to the Real Estate Authority

You may contact the Real Estate Authority about the conduct of a licensed real estate professional at any time.

You are not required to use our in-house procedure first. Using this procedure does not prevent you from making a complaint to the Real Estate Authority during or after our review.

The Real Estate Authority encourages people to contact the agency first where appropriate because this may be the quickest way to resolve a concern, but that is your choice.

Real Estate Authority contact details:

Phone: 0800 367 732
Initial enquiries: info@rea.govt.nz
Formal complaints: complaints@rea.govt.nz
Website: rea.govt.nz/make-a-complaint
Post: Early Resolution Team, Real Estate Authority, PO Box 25 371, Wellington 6140

The Real Estate Authority cannot intervene in a transaction or stop a sale. If your concern involves an urgent transaction, contractual deadline or potential legal loss, you should obtain independent legal advice promptly.

10. Matters outside the Real Estate Authority’s jurisdiction

The Real Estate Authority deals primarily with the conduct of licensed real estate professionals and real estate agency work.

Depending on the subject of the complaint, another organisation may be more appropriate. For example:

• privacy complaints may be raised with our Privacy Officer or the Office of the Privacy Commissioner;
• most residential tenancy and property-management disputes may fall within the jurisdiction of Tenancy Services or the Tenancy Tribunal;
• misleading trading practices may fall within the jurisdiction of the Commerce Commission; and
• criminal or immediately dangerous conduct should be reported to the Police.

We will tell you if we believe another organisation may be better placed to consider the matter.

11. Privacy and confidentiality

We will handle personal information associated with a complaint in accordance with the Privacy Act 2020 and our Privacy Policy.

Information will be shared only where reasonably necessary to investigate or resolve the complaint, obtain advice, meet regulatory obligations or comply with the law.

We cannot promise complete confidentiality. Procedural fairness may require us to provide relevant complaint information to the person complained about, and information may need to be disclosed to the Real Estate Authority, another regulator, an insurer, a professional adviser or another appropriate person.

12. Records and regulatory obligations

We will retain appropriate records of the complaint, the information considered, communications, findings and outcome.

Nothing in this procedure limits any obligation to report suspected misconduct, unlicensed activity, a privacy breach or another matter to an appropriate authority.

13. No adverse treatment

A person will not be disadvantaged merely because they raise a genuine concern, use this procedure or contact the Real Estate Authority.

The complaints process must not be used, or threatened, for an improper purpose.

14. Availability of professional rules

The Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012 set the minimum standards of conduct and client care required of licensed real estate professionals.

The Rules are available through our website, on request from us, or from the Real Estate Authority at rea.govt.nz.

15. Contact us

For questions about this procedure or to request a copy:

Meros Group Realty Limited
Trading as Professionals Meros Group
386 Point Chevalier Road
Point Chevalier
Auckland 1022

Phone: 0800 93 92 91
Email: hello@professionals.co.nz
Website: professionals.co.nz/meros-group