You have two options when making a complaint:

1. Raise your complaint with us first, and we will work to resolve it promptly and fairly.

2. Make a complaint directly to the Real Estate Authority without first approaching us. This is your right under New Zealand law.

If you choose to raise your complaint with us first, here's our process:

Step 1:

Initial contact: Robyn Burns
Email:       robyn@theassetadvocate.co.nz
Phone:     +64 (0)21 813 212

Please provide:

• Your contact details.

• Details of your complaint and any relevant documentation.

• Your preferred resolution.

Step 2: We will acknowledge your complaint within 5 working days and provide you with a reference details.

Step 3: A senior staff member will be assigned to investigate your complaint.

• We aim to gather all relevant informa,on within 5 working days

• We may contact you for additional information.

• We will review all documentation and speak with relevant staff members.

Step 4: We aim to resolve all complaints within 10 working days and will provide you with a written response outlining:

• Our findings.

• Any proposed resolution.

• The reasoning behind our decision.

• Your options if you're not satisfied with the outcome.

Step 5: Follow-up

• We will check in with you after providing our resolution to ensure you understand our response.

• We will implement any agreed actions promptly.

• We will keep records of all complaints to help improve our service.

If you're not satisfied with our response, you can:

1. Contact the REA NZ directly

www.rea.govt.nz
Phone: 0800 367 7322
Email: info@rea.govt.nz

Or

2. Seek independent legal advice

Our Commitment

• We are committed to treating all complaints seriously and fairly, maintaining confidentiality and being transparent about our process. We respect your right to complain directly to the REA.

• All complaints are recorded and monitored to ensure proper handling, improve our services and to meet regulatory requirements.