Make a complaint
The Real Estate Authority is responsible for answering questions and dealing with complaints about licensed real estate agents.
Ask a question
If you have a question about your real estate transaction or the behaviour of an agent or agency, contact us.
By phone: 0800 367 7322
By email: email@example.com
(Please include your phone number if you send an email).
If we can't help you
If we can’t answer your question, we will explain why and, if possible, refer you to another organisation that can help.
Make a complaint
We are responsible for addressing complaints about the behaviour of agents, and we run an independent, fair and open complaint process.
Step 1: Use the real estate agency's complaint process
Real estate agencies must have procedures to deal with complaints. We encourage you to talk to the real estate agency concerned first, because this may be the quickest and easiest way to resolve an issue.
Step 2: Contact us
If you are still not satisfied, please call us to talk about your complaint. We can help you decide the best way to resolve the problem and check if we’re the right agency for you to make a complaint to. We can also talk through any questions you might have about the complaint process.
By phone: 0800 367 732
It is best to call, but if you prefer, you can email us at firstname.lastname@example.org. Please include your phone number.
Step 3: Make a written complaint
If you have already spoken to us and the problem is something we can help with, we'll ask you to send your complaint in writing. The best way to do this is by filling in our complaint form and posting or emailing it to us. Make sure you include supporting evidence with your complaint.
It's important to call us before filling out the complaint form to make sure your complaint is something we can help with.
Download the complaint form and information about the process here[DOCX, 911 KB].
We will either work with you and the agency to resolve your concerns or refer your complaint to a Complaints Assessment Committee (CAC). A CAC is an independent judicial panel that investigates and makes decisions on complaints.
The complaints process
When we receive your written complaint, REA will consider whether we are able to look into it. We will consider:
- whether there are any alleged breaches of the Real Estate Agents Act (2008) or Rules, and what the impact of any breach has been
- whether we've looked at your complaint before, and whether the complaint is a correct use of the REA complaint process
- whether the complaint would be better managed by another organisation.
If REA is not able to look into your complaint, both you and the real estate agent or agency you've complained about will receive a written decision explaining why we are not able to look into the complaint.
If we can look into your complaint, we will either:
- Work with you and the agency to resolve your concern through our early resolution process.
- Refer your complaint to a Complaints Assessment Committee (CAC). A CAC is an independent judicial panel that investigates and makes decisions on complaints.
Send the complaint form to us:
By email to: email@example.com
By post to: Early Resolution Team, Real Estate Authority, PO Box 25 371, Wellington 6140
If we can't help you
There are some issues we can’t help with, for example, we can't assist with most complaints about residential property managers. If we can’t help with your complaint, we’ll explain why and help you decide where else you can go.
We also can’t intervene in a real estate transaction and can’t stop a sale going through. You should talk to your lawyer in that situation.
Objecting to a current licence application
Anyone can object to a real estate agents licence being issued. However, you can only object on the grounds specified in the Real Estate Agents Act 2008.
How to object to a licence
- You will need to object on one of the grounds listed in section 40 of the Real Estate Agents Act 2008
- Download the objection form
- Return the form to REA within 14 days of the applicant’s details being published on this website.
Send the form to us:
By email to: firstname.lastname@example.org
By post to: The Registrar, Real Estate Authority, PO Box 25 371, Wellington 6140