Vantage Realty – Complaints Process
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 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: Call us and speak to the Sales Manager Stephanie Kelland +64 21544734.
Tell the Sales Manager who you are complaining about and what your concerns are. Let the Sales Manager know what you would like done about your complaint.
Step 2: The Sales Manager may ask you to put your complaint in writing so that he or she can investigate it.
The Sales Manager will need a brief period to talk to the team members involved. We promise to come back to you within ten 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.
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.
Our Sales Manager’s contact details
Stephanie Kelland
Ph +64 21544734 email: stephanie.kelland@vantagerealty.co.nz
The Real Estate Authority
PO Box 25371 Wellington 6146
Level 2, 2 Brandon Street Wellington
Phone: 0800 for REAAA (0800 367 7322) email: info@reaa.govt.nz web: reaa.govt.nz
The Real Estate Agents Authority (REAA) is the independent government regulatory body for the real estate industry in New Zealand.
Their role is to promote a high standard of service and professionalism in the real estate industry and assist in protecting buyers and sellers, and they provide information for buyers and sellers as well as providing advice and guidance for Agents and Salespeople and dealing with complaints about Salespeople’s behaviour.
The Real Estate Agents Authority (REAA) recently released an updated set of rules outlining the code of professional conduct and client care. These rules constitute the professional conduct and client care required by section 14 of the Real Estate Agents Act 2008 and are effective from 8 April 2013.
REA Approved Guides
To support consumer protection and ensure you have the information you need at two important stages of the process of buying or selling residential property, two approved guides have been developed: an agency agreement guide and a sale and purchase agreement guide.