Complaints Process

Robbie & Co is licensed under the Real Estate Agents Act (REAA) 2008 and operates under the REAA Code of Professional Conduct and Client Care obligations. We want you to be satisfied with the service you receive and if for any reason you are not, then please let us know as we will work with you to remedy the situation.

Our Complaints and Dispute Resolution Process

Our complaints process follows the guidelines set out in Rule 10 of the REAA (Professional Conduct and Client Care Rules) 2008.

1 Make Contact

Contact our Director Robbie Robson. Let him know what you would like done about your complaint.

2 An Overview

The Director may ask you to put your complaint in writing. We will need a brief period of time to talk to the team members involved. We will respond within ten working days.

3 A Meeting

We may suggest a meeting, alternatively we can provide you with a written proposal to resolve your complaint.

4 A Solution

If you do not accept our proposal, please try and advise us in writing within five working days. You can suggest another way of resolving your complaint.

5 Implementation

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 mediation.

6 Mediation

If we agree to mediate the complaint but do not settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.

If you have a complaint, we encourage you to first discuss the issue with the Agent or staff member you have been dealing with. Should this does not resolve the issue, then please contact the office and ask to speak to our Director.

Additionally, you can submit feedback in writing below or contact us on 021 840 208.

Remember: 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.

The Real Estate Agents Authority
c/- PO Box 25-371
Wellington 6146
New Zealand

Phone 0800 for REAA or 0800 367 7322

Further Information available here