Licensed Under Rea Act 2008
Legal
The ‘Real Estate Authority’ or ‘REA’ is the independent government agency that regulates the New Zealand real estate industry. The REA’s job is to promote a high standard of service and professionalism in the real estate industry and help protect buyers and sellers of property.
REA provides independent information for people buying and selling property through its settled.govt.nz website
Provide advice and guidance for real estate professionals and deal with complaints about real estate professionals’ behaviour.
License people and companies working in the real estate industry.
REA maintain a public register of real estate professionals that includes information about disciplinary action taken in the last 3 years https://www.rea.govt.nz/buyers-and-sellers/find-an-agent/
Maintain a Code of Conduct setting out the professional standards real estate professionals must follow (Code of conduct) https://www.rea.govt.nz/assets/Uploads/Resources/Guides/Code-of-conduct.pdf
The Real Estate Agents Authority is a Crown entity established under the Real Estate Agents Act 2008. The Real Estate Authority is the operating name of the Real Estate Agents Authority.
The REA aims to promote and protect the interests of consumers buying and selling real estate and to promote public confidence in the performance of real estate agency work.
Useful Documents and Resources
The REA website contains useful resources and documents, including but not limited to the following consumer guides and conduct rules, which can be found here: https://www.rea.govt.nz/real-estate-professionals/resources/
- New Zealand Residential Property Agency Agreement Guide
- New Zealand Residential Property Sale and Purchase Agreements Guide
- Professional Conduct and Client Care Rules
Complaints Procedure
IN-HOUSE COMPLAINTS & DISPUTE RESOLUTION PROCEDURES INTRODUCTION
In accordance with Rule 12 of the Real Estate Agents Act 2012, the Real Estate Agents Authority has set down under Rule 12.1 of the Code of Professional Conduct & Client Care Rules 2012 that all agencies must have a written in-house procedure for dealing with complaints and disputes and that clients and customers are aware of these procedures.
Rise Real Estate Limited has an established customer complaint procedure designed to provide a simple and personalised process for resolving issues in the event that the service provided by our company or salesperson licensee does not meet the expectations of clients and customers. If you do have a complaint, we invite you, in the first instance, to contact Brenda Donaldson, Manager of the Rise Real Estate Limited, by emailing: brenda@riserealestate.co.nz
Rise Real Estate | Licensed under the REAA 2008
Step 1 Email or call Brenda and tell her what you are complaining about, what you are concerned about, and what you would like done in response to your complaint.
Step 2: Brenda will detail your complaint; she may ask to meet with you in person or ask that you document the details in writing to assist with investigating it. Brenda will promptly talk to the team member(s) involved and obtain copies of any documents associated with the complaint. We promise to respond within ten working days with a response to your complaint.
Step 3: Brenda will then respond to you, in writing or verbally, depending on the matters concerned. As part of this response, Brenda may ask to meet to discuss the complaint and endeavour to agree on a resolution.
Step 4 If we cannot come to an agreed resolution after a meeting (or if you don’t wish to meet with us), we will provide you with a written proposal to resolve your complaint.
Step 5 If our proposal is not acceptable, please advise us in writing; you can suggest another way of resolving your complaint.
Step 6 In the event that Step 4 or Step 5 resolves the matter, we will implement the resolution terms as soon as practicable.
Step 7 Sometimes, matters can be best settled by an independent mediator. If a resolution cannot be reached, we will discuss the options of mediation with you.
Step 8 Should the option to mediate not be acceptable to both parties that will be the end of our Complaints & Dispute Resolution Process.
This complaints procedure has been put in place to help resolve any issues; however, you do not have to use our ‘Complaints & Dispute Resolution Procedures’. You can make a complaint to the Real Estate Agents Authority (www.rea.govt.nz) at any time, even if you choose to use our in-house procedures.
Remember: You can still make a complaint to the Real Estate Agents Authority in the first instance, and even if you use these procedures, you can still make a complaint to the Real Estate Agents Authority at any time.
The Real Estate Agents Authority
c/ – PO Box 25-371
Wellington 6146
New Zealand
Phone 0800 for REAA or 0800 367 7322
Manager: Brenda Donaldson
P 0278679953