If a complaint is made about your behaviour

A complaint may be made about your behaviour if someone thinks you have not complied with the Real Estate Agents Act 2008, the regulations or the Code of Professional Conduct and Client Care.

Complaint assessment

We assess whether the complaint falls within our jurisdiction and, if it does, the best way to deal with it.

One of the following may happen:

  • If the issue is outside of our jurisdiction or is not a disciplinary matter under the Act, no further action will be taken.  If possible we will refer the complainant to the appropriate agency to deal with their concern.
  • We provide compliance advice or suggest mediation - either REA facilitation or external mediation. Read more here.
  • If the behaviour could be considered to be unsatisfactory conduct or misconduct and we think enforcement action may be required we will refer the complaint to a Complaints Assessment Committee. Read more here.
  • If the Complaints Assessment Committee believes misconduct may have occurred it can lay charges with the Real Estate Agents Disciplinary Tribunal. Read more here.

Our approach

Our approach to ensuring licensees comply with their statutory responsibilities is influenced by the attitude and conduct of licensees:

  • We make compliance as easy as possible for those capable and willing to comply.
  • We assist those who are trying to comply but not succeeding.
  • We deter through surveillance and detection, those who are reluctant to comply.
  • We utilise the full breadth of our statutory powers for those who do not try to comply or have actively decided not to comply.

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