How to make a complaint about a real estate professional to the Real Estate Authority - TEST 2

You can complain about the conduct of any salesperson, agent, branch manager or director. 
Conduct can include: 

• How a real estate professional carries out or manages real estate agency work.
• The standard of personal behaviour of a real estate professional.

Real estate professionals are bound by a Code of Conduct which is developed and overseen by REA 
and all real estate agencies must have procedures to deal with complaints. 

It’s a good idea to talk to the agency first as this may be the quickest way to resolve the problem. 
If you are not satisfied, then you can complain to us. 

We are responsible for dealing with complaints about the conduct of real estate professionals. You 
can complain to us about: 

• Work that does not meet reasonable expectations or that is incompetent or negligent. 
• Work that breaches the Real Estate Agents Act 2008, or any related regulations or the Code of Conduct. 
• Conduct outside of work that would be regarded as disgraceful. 

There are some issues we’re not able to help you with. 

• We can’t get involved in a real estate transaction or stop a sale going through. If you find 
  yourself in that situation, you need to talk to a lawyer.
• We can’t assist with complaints about residential property managers, unless they are also 
  licensed real estate professionals.
• If we’re unable to help you with your complaint, we’ll explain why and help you decide what else 
  you can do. 

You can make a complaint by yourself, with another person, or on behalf of another person. We 
have a complaint form to help you as complaints must be received in writing. 
Download the form from this web address: www.rea.govt.nz/make-a-complaint/(external link)

Make sure to: 

• Write clearly about what happened 
• Include dates where known
• Supply supporting evidence and relevant documents 

We can support you to make a complaint. This may include recording the details of the complaint, 
arranging translation services or other support that you may need. If you need help to make a 
complaint, contact our team on 0800 367 7322 or by email at complaints@rea.govt.nz

We will let you know we have received the complaint within three working days:

• We will consider the issues raised in the complaint.
• We may contact you to make sure we’ve understood the complaint.
• If we cannot deal with the complaint, we’ll let you know why.
• If we can deal with the complaint, we’ll let you know the next steps.