At One Agency, we will ensure that any complaints or disputes that may arise will be addressed quickly and professionally.
Should you wish to make a complaint please refer to the following procedure
In-house Complaints and Dispute Resolution Procedures
STEP 1
Call us and speak to the company director, Shane Brooking on 021 770 667. Tell the director, who you are, who you are complaining about and what your concerns are. Let the him know what you would like done about your complaint.
STEP 2
The director may ask you to put your complaint in writing so that he can investigate it. He will then need a brief period of time to talk to the team member/s involved. We promise to come back to you within 10 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.
STEP 3
If we are unable to come to an agreed resolution after a meeting, or if you don’t wish to meet with us, then we will provide you with a written proposal to resolve your complaint.
STEP 4
If you do not accept our proposal, please try and advise us in writing within 10 working days. You can, of course, suggest another way of resolving your complaint.
STEP 5
If we accept your preferred resolution, we will undertake to implement that resolution as soon as possible. If we decline your preferred resolution, we may invite you to mediate the dispute.
STEP 6
If we agree to mediate the complaint but don’t settle the complaint at mediation, or we do not agree 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
Wellington 6146
New Zealand
Phone 0800 for REAA or 0800 367 7322