COMPLAINTS PROCESS

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 judiciously required by a Licensee then they have the right to address those concerns with the Licensee or with the Real Estate Agents Authority; or both.

Click here to make a formal online complaint.

• First National Group NZ Limited In-house Complaints Process

Click here to view the First National In-house Complaint Process
Click here to view the First National Office Complaint Record

Members of the First National Group of independently owned real estate offices have established an in-house complaints process in accordance with the requirements of the Real Estate Agents Act 2008 – Professional Conduct and Client Care Rules.

Information about the complaints process is available along with a complaint form.

Complaints in relating to a Licensee should be directed, in the first instance to the relevant office of such Licensee and can be made either directly in person or in writing via e-mail or post; or on-line.

Complaints relating to a Licensee can also be directed to the National Office of First National Group NZ Limited and must be made in writing to the General Manager

Post:
General Manager
c/-  First National Group NZ Limited
PO Box 567
Tauranga 3140

E-mail:
complaints@firstnational.co.nz

• National Office Complaints Procedure

First National Group NZ Limited National Office’s complaints and disciplinary process is mainly concerned with governing its Members. The Group’s jurisdiction is limited only to any breach of the Group’s Membership Polices and Rules.

Therefore, the Role of the National Office is merely to facilitate the complaints process with the relevant Licensee, and only in the event of a non-resolution - to act as mediator if agreed to by all Parties.

Your complaint must be in writing and addressed to John Stewart, General Manager. It’s very important that you set out the details and provide as much evidence as possible to support your complaint.

We will be in touch with you to send you more information about our process of dealing with the complaint, and explain how you are to be involved.

As the National Office can only deal with complaints about its Members, if your complaint is not about a Member of the First National Group we cannot deal with it.

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 their 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