Complaints Procedure
In accordance with Rule 12.1 Real Estate Agents Act (Professional Conduct and Client Care Rules 2012)
All licensed real estate agents are required to have a written in-house complaints and dispute resolution procedure which is set out below.
Collab Realty is absolutely committed to providing you with the best customer service throughout your real estate transaction. If you have a complaint, we will do everything possible to resolve the matter in a prompt and professional manner.
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.
In-house Complaints and Dispute Resolution Procedures
Our complaints and dispute resolution procedures are designed to provide a simple and personalised process to address and resolve any complaint you may have.
Call our Agent Licensee Dee Gillard 0211737555, explain who you are complaining about and what your concerns are. You can then let Dee know how you would like to proceed with regard to your complaint.
We may ask you to put your complaint in writing so that we can investigate it. Our email address is dee.gillard@collabrealty.co.nz. Our manager 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. The 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 a resolution.
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.
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.
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