In accordance with Rule 12 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012.
All licensed real estate agents are required to have a written in - house complaints and dispute resolution procedure. Our procedure is set out below.
You do not have to use our complaints and resolution procedure. You may make a complaint directly to the Real Estate Agents Authority at any time. You can make a complaint to the Real Estate Agents Authority even if you choose to also use our procedures.
In-House Complaints and Dispute Resolution Procedures
Our complaints and dispute resolution procedures are designed to provide a simple and personalised process for resolving any complaint you might have about the service from our agency.
The manager may ask you to put your complaint in writing so that he or she can investigate it. The manager will need a brief period of time to talk to the team members involved. We promise to come back to you within 5 working days with a response to your complaint. That response may be in writing. As part of that response we might ask you to meet with members of our team to discuss the complaint and try to agree a resolution.
If we are unable to come to an agreed resolution after a meeting, or if you do not wish to meet withus, then we will provide you with a written proposal to resolve your complaint.
If you do not accept our proposal, please try and advise us in writing within five working days. Youcan, of course, suggest another way of resolving your complaint.
If we accept your preferred resolution, we will attempt to implement that resolution as soon aspossible. If we decline your preferred resolution, we may invite you to mediate the dispute.
If we agree to mediate the complaint but do not settle the complaint at mediation., or we do notagree to mediate the dispute, then that will be the end of our process.
Remember: You can still make a complaint to the Real Estate Agents Authority in the first instance and, even if you use these procedures, you can still make a complaint to the Real Estate Agents Authority at any time.
The Real Estate Agents Authority
c/- PO Box 25-371