Real Estate Agents Act 2008
Complaints Procedure
Colliers International
Notes:
1. Clients are to be made aware of the existence of a complaints policy at the time an agency agreement is
signed (see Agency Agreement Checklist)
2.
Each licensee must inform their Agent, within 48 hours of becoming aware that a complaint is pending,
or confirmation that a complaint has been received by the Complaints Assessment Committee or the Real Estate Agents Authority Tribunal
3.
This complaints policy applies to owned and franchised offices of the Colliers International network
operating in New Zealand.
4.
Agent = local office Agent. Licensee = local office salesperson. Principal Officer = Bruce Gallie
Procedure following notification of a complaint
Working Days from receipt of complaint
Day 1
1.
Agent to advise Principal Officer of Colliers International of brief details of complaint
2.
If complaint has come direct to Agent, Agent to advise licensee confirmed that a complaint has been received, and the nature of that complaint
Day 6
3.
Agent to seek meeting with complainant, to understand details of the complaint. Agent to request written summary of complaint following initial meeting. This initial meeting to take place within 5 working days of receiving complaint.
Day 11
4.
Agent to seek written response to complaint, from licensee (s) concerned, within 5 working days of that request
Day 16
5.
Agent to attempt to mediate to resolve matter, within 5 days of receiving licensee’s and complainants written statements
6.Agent to advise complainant that, notwithstanding Colliers attempts to resolve
complaint internally, complainant is entitled to make further complaint to the Real
Estate Agent Authority
Day 21
7.
Agent to advise complainant in writing, within 21 days of receiving complaint, of outcome of internal investigation and mediation
8.Complaints to the Real Estate Agent Authority can be made to 0800 367 7322,
or on their web site at www.reaa.govt.nz