Complaints Procedure

One Agency Real Estate Specialists will ensure that any complaints or disputes that may arise will be addressed quickly and professionally. Should you wish to make a complaint please refer to the following procedure....


In-house complaints process for One Agency, Real Estate Specialists, REAA (2008)
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.
Call Mike and speak to him or alternatively email him. Mike Goatley 027 249 5561 or [email protected]. Tell Mike who you are complaining about and what your concerns are. Let Mike know what you would like done about your complaint.
Mike may ask you to put your complaint in writing so that he can investigate it. He 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 may ask you to meet with members of our team to discuss the complaint and try to agree  on a resolution.
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.
If you do not accept our proposal, please advise us in writing within five working days. You can, of course, suggest another way of resolving your complaint.
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.
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 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
One Agency Real Estate Specialists Limited, REAA (2008)