The time it takes us to deal with your concern depends on how we decide to respond to your concern:
- Information: If we are unable to help you with your concern, we will provide you with information about the agency that can help you within 5 working days of receiving your concern.
- Compliance Advice: If we decide to resolve your concern using compliance advice we aim to resolve your concern within 5 working days of receiving it.
- Alternative Dispute Resolution (ADR): If we decide to try and resolve your concern using ADR we aim to resolve your concern within 40 working days (8 weeks) of receiving it.
- Enforcement: If your concern is heard and dealt with by a Complaints Assessment Committee (CAC) as a formal complaint we aim to have it resolved within 32 weeks of receiving it. Very complex cases can take this long, or even longer, due to the amount of investigative work required and the CAC having to meet more than once before making a decision.
What if I am not happy with the Complaints Assessment Committee's decision?
If you are not happy with the decision you can appeal a decision of a Complaints Assessment Committee to the Real Estate Agents Disciplinary Tribunal (the Tribunal) and you can appeal a decision of the Tribunal to the High Court. There is a subsequent right of appeal to the Court of Appeal, but only on a point of law.
Can I withdraw my concern?
You can withdraw your concern at any stage. However, the Complaints Assessment Committee can still take action on its own account on matters raised in your concern if it considers it raises matters that should be investigated further.
Will I have to pay anything?
There is no charge for raising a concern with us and a Complaints Assessment Committee cannot make a costs order against a complainant. However, if you want professional assistance with your concern, such as advice from a lawyer or an accountant, you will have to pay for that.
Where do I go for more information?
If you need more information or wish to discuss your concern please call us on 0800 for REAA (0800 367 7322) or 04 471 8930. You can also email us at info@reaa.govt.nz.
