Work for us

• Join an organisation committed to supporting high standards of conduct in the real estate sector
• Be part of a frontline team managing and assessing and resolving complaints
• Seeking a client focused professional with proven experience in regulatory complaint management, communication,
• conversation management, risk identification, and diverse perspectives.

The Role 

The Complaint Facilitator is responsible for the effective and efficient handling of formal complaints and industry reports regarding possible breaches of the Real Estate Agents Act, Regulations, and Rules. This includes helping to assess the appropriate regulatory response to matters, making recommendations for complaint closure under Registrar decisions, referring cases to a Complaints Assessment Committee (CAC) or resolving complaints, where appropriate.

This role makes up a part of the Complaints Assessment, Resolution and Referral team.

About you

You will have proven experience in conflict, complaint resolution, case management, dealing with challenging behaviour, conversation and information management and you will be looking for your next role in a supportive and collaborative organisation.

You'll have

• At least one years’ work experience in conflict and/or complaint resolution/case management processes and are used to hitting the ground running.
• A high level of knowledge and experience in a legal, regulatory compliance and/or complaint management environments. 
• Experience in legislative interpretation, knowledge of the Real Estate Agents Act and its related Regulations, Rules, and Code of Conduct (or the ability to gain such knowledge quickly).
• Ability to work with people from across New Zealand’s diverse communities
• A law degree and/or a legal background will also be an advantage for this role. 

We encourage you to apply even if you feel you don’t meet all of the selection criteria so we can consider your suitability for the role or other suitable opportunities at REA.

Benefits

The REA team is welcoming, super friendly, collaborative, and committed to making a difference for New Zealand.  You can expect rewarding and complex work in an exciting sector that is critical to New Zealand. A great central Wellington CBD location, commitment to staff professional development and flexible working are amongst the many benefits of joining the REA team!

Please let us know if you have any specific access needs to allow you to participate in our recruitment process.

To Apply: 

Please direct any queries and send your CV, Cover Letter, and a completed application form to recruitment@rea.govt.nz

The job description can be found here [PDF, 733 KB]and application form can be found here.   [DOCX, 118 KB]

Closing date 2 July 2025

Please note, you must have a confirmed legal right to work in New Zealand. Successful appointment is conditional upon police vetting and qualification checks.

Role Purpose
As a member of Complaints Assessment Committees (CAC) appointed by REA under s75 of
the Real Estate Agents Authority Act 2008 (the Act), the role is required to perform the
functions set out in s78 of the Act, including inquiring into and investigating complaints and
allegations about any licensee, laying and prosecuting charges before the Real Estate
Disciplinary Tribunal, and making final determinations about complaints, inquiries or
investigations.

Key accountabilities

The accountabilities for of the CAC panel members are to:

• perform the key functions of Complaints Assessment Committees in accordance with
  agreed timelines which are:
  • Inquire into and investigate complaints made under section 74 of the act.
  • On its own initiative, inquire into and investigate allegations about any licensee.
  • Make final determinations in relation to complaints, inquiries or investigations.
  • To lay, and prosecute, charges before the Disciplinary Tribunal.
  • In appropriate cases, to refer the complaint to another agency.
  • To inform the complainant and the person complained about of its decision, reasons for the decision, and appeal rights.
  • To publish its decisions.
• work as a committee to make and return timely decisions and determinations to REA
• ensure observance of the rules of natural justice, procedural fairness and evidence
• ensure decisions and processes are in accordance with the object and purpose of the Act
• ensure that all written decisions and determinations are in compliance with REA
  guidelines and the Act
• be available for all scheduled CAC remote hearings and any face-to-face meetings
• participate in induction, training days and keep knowledge up to date
• be responsive to requests and enquiries from REA
• maintain open and regular communication with REA staff in all aspects of CAC
  processes
• record and submit monthly timesheets to REA

Qualifications, skills, knowledge and experience

The following qualifications, skills and experience are required:

• experience and knowledge of one or more of the following:
  • law (7+PQE)
  • the real estate industry
  • consumer affairs
• ability to work within tight time frames
• excellent written and oral communication skills,
• plain English, drafting and editing experience
• sound reasoning and logic
• ability to make decisions that may be subject to review
• collective decision-making and/or decision writing experience
• strong leadership and communication skills
• a good understanding of Microsoft products and ability to manage electronic documents
• Knowledge and commitment to Te Tiriti o Waitangi and an understanding and awareness of
  the needs of New Zealand’s diverse communities

Each appointment is for a five-year term. Remuneration for panel members is set in accordance with the Cabinet Office Fees Framework and is currently between $56 and $92 per hour depending on the position held (Chair, Deputy Chair or Member)

We have 4 positions available. The Consumer role is to start right away. The other 3 roles (Lawyer, Consumer, Real Estate) will have a starting date in October 2025. 

The job description can be found here.  [PDF, 230 KB]

Expression of interest 

 Apply by sending your CV, covering letter and expression of interest form [DOCX, 113 KB] to recruitment@rea.govt.nz

For any support with the application process, please contact recruitment@rea.govt.nz

Questions

For more information about the roles, please contact Sue Johnston, Investigation and CAC Manager at Sue.Johnston@rea.govt.nz. 

Applications have now closed.