GRACE REALTY LTD
IN-HOUSE COMPLAINTS & DISPUTE RESOLUTION PROCEDURES
INTRODUCTION:
In accordance with Rule 14 of the Real Estate Agents Act 2008, the Real Estate Agents Authority has set down under Rule 10 of the Code of Professional Conduct & Client Care Rules 2009 that all agencies must have a written in-house procedure for dealing with complaints and disputes and that clients and customers are aware of these procedures.
Grace Realty has an established customer complaint procedure designed to provide a simple process for resolving issues in the event that the service provided by our agency or salesperson licensee does not meet expectations of clients and customers.
We invite you in the first instance to make contact the Manager, David Hawtin; however, you do not have to use our ‘Complaints & Dispute Resolution Procedures’. You can make a complaint to the Real Estate Agents Authority (www.reaa.govt.nz) at any time even if you choose to also use our in-house procedures.
OUR PROCEDURES: Call us and speak to the manager, tell the manager who you are complaining about, what your concerns are and what you would like done in response to your complaint.
The Manager will detail your complaint, they may ask to meet with you in person or ask that you document the details in writing to assist with investigating it. The Manager will promptly (within 24 hours) talk to the team member(s) involved and obtain copies of any documents associated with the complaint.
The Manager will then make a response to you; this may be in writing or verbally depending on the matters concerned. As part of this response the manager may ask to meet to discuss the complaint and endeavour to agree 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 our proposal is not acceptable, please advise us in writing, you can of course, suggest another way of resolving your complaint.
In the event we can resolve the matter we will proceed to implement the resolution terms as soon as practically possible.
If you have an issue with our service, we are always keen to help resolve it.
REMINDER:
You can still make a complaint to the Real Estate Agents Authority in the first instance and even if you use Grace Realty's procedures you can still make a complaint to the Real Estate Agents Authority at any time.
Their contact details are:
The Real Estate Agents Authority
C/- PO Box 25-371
Wellington 6146
New Zealand
0800 367 7322
