Complaints Procedure

COMPLAINTS PROCESS

All Real Estate Agents, Branch Managers and Salespersons licensed (“Licensee”) under the Real Estate Agents Act 2008 ('the Act”), have in addition to various other requirements of the Act, a duty of professional care and conduct.

In the event that any prospective client, client or customer feels they have not received the level of professional conduct required by a Licensee then they have the right to address those concerns directly with the Licensee or with the Real Estate Agents Authority; or both.

FIRST NATIONAL GROUP NZ LIMITED COMPLAINTS PROCESS

First National Group NZ Limited complaints and disciplinary process is solely concerned with governing its members and its jurisdiction is limited only to any breach of the Group's Membership Polices and Rules.

As all members of the First National Real Estate Group are all independently owned real estate offices, they have established their own in-house complaints process in accordance with the requirements of the Real Estate Agents Act 2008.

All complaints should be addressed in the first instance to that particular real estate office (or directly to the REAA) and can be made either directly in person or in writing via e-mail or post; or on-line but as First National Real Estate Group NZ Limited is not a real estate agent but merely a Membership organisation we do not get involved in the individual complaints.

In addition to, or alternative to the above complaints process, a client can make a complaint to the Real Estate Agents Authority

MAKING A COMPLAINT THROUGH THE REAL ESTATE AGENTS AUTHORITY ("REAA")

A Licensee must ensure that prospective clients, clients and customers are aware that they may access the REAA's complaints process without first using the in-house procedures, and that any use of the in-house procedures does not preclude them making a complaint to the REAA.

Complaints in respect of a License directed to the REAA can be made via the following:

Post:
The Real Estate Agents Authority
c/- PO Box 25-063
Wellington 6146

Website: http://www.reaa.govt.nz

E-mail: info@reaa.govt.nz