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Making a complaint to the Real Estate Authority - TEST 2

At REA, we regulate the real estate industry in New Zealand and ensure agents follow professional standards. If you are unhappy with your interactions with a licensed real estate professional, you may be able to make a complaint.

On this page you will find:

Please take the time to read the information below before submitting a complaint. 

What types of complaints REA can investigate?

We can only consider complaints about the conduct of a real estate professional. This includes real estate salespeople, branch managers, agents or directors.

What REA can help with:

REA can’t help with:
How a real estate professional carries out or manages real estate agency work. 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.

The standard of personal behaviour of a real estate professional.

 

 We can’t assist with most complaints about residential property management.
Work that does not meet reasonable expectations.  
Work 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.  

Where there are other issues with real estate that fall outside of things that REA can help with. There may be other agencies that will be able to support your complaint. Here is a list of other avenues for support. (external link)

 

 

Steps to making a complaint

  1. Speak to the Real Estate Agency first – 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 may wish to contact us.
  2. Contact us – 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. We can also talk through any questions you might have about the complaints process. 
  3. Gather supporting information – The documentation and evidence you can provide to us are important to your outcome. For example agency agreements, sale and purchase agreements, correspondence with the person or agency. 
    More information here Evidence to support the complaint | The Real Estate Authority(external link)
  4. Complete the complaint form – If your complaint is something we can help you with download and fill out the official complaint form.
  5. Submit your complaint – Send your completed form and supporting documents to REA via email or post

Making a complaint

  • If you have spoken to the agency and gathered your supporting evidence, we recommend you contact us on 0800 367 7322 or email us at complaints@rea.govt.nz. We can support you talk explain the evidence you need to provide and what steps you need to take for us to process your complaint.

  • Download the word(external link) or Download the PDF version(external link) of the complaints form.

What happens once I have submitted a complaints form?

  • REA will review your complaint and confirm whether it falls within our scope.
  • If it does, we will assess the evidence and may contact you for further details.
  • The complaint may be referred to a Complaints Assessment Committee, which will decide on the appropriate action.
  • For more information or to download the complaint form, visit our website or contact us directly.

Resources to help you make a complaint