REAA 2008

The Real Estate Agents Authority (REAA) is the independent government regulatory body for the real estate industry in New Zealand.

Their job is to promote a high standard of service and professionalism in the real estate industry and help protect buyers and sellers.

They provide information for buyers and sellers, provide advice and guidance for agents and deal with complaints about agents' behaviour.

The REAA is a Crown entity, established under the Real Estate Agents Act 2008.

For further information, please visit the REAA Website.

The Code of Professional Conduct and Client Care Rules 2012 sets out the standards of professional competence and conduct that an agent must follow.

At Custom Residential we are committed to providing you with superior customer service.

If you do have a complaint, please speak to us first and be assured that we will do what we can to resolve the matter.

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 Rea 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 to resolving any complaint you might have about the service you have received from our agency. 

Steps to follow if you have a complaint:

Step 1: Call us and speak to our Licensee Agent Max Eves (or his nominated representative). Tell him who you are complaining about and/or what your concerns are. Let him know what you would like done about your complaint. 

Step 2: He may ask you to put the 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 get back to you within 20 (twenty) working days with a response to your complaint. That response may be in writing and/or we might ask you to meet with us to discuss the complaint and try to agree to a resolution.

Step 3: 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. 

Step 4: 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. 

Step 5: If we accept your preferred resolution, we will attempt to implement that resolution as soon as possible. If we decline you preferred resolution, we may invite you to mediate the dispute. 

Step 6: 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.

REAA Complaint Form

The Real Estate Agent Authority
c/- PO Box 25-371
Wellington
New Zealand

Phone 0800 for REAA or 0800 367 7322