Is there anything I should consider before I raise a concern with the Real Estate Agents Authority?
Before raising a concern with the Real Estate Agents Authority, please consider using the real estate agency’s in-house complaints process.
All licensed real estate agents must have written in-house procedures for dealing with complaints.
Using these procedures may be the quickest and easiest way to resolve your concerns. If you are unable to sort things out this way you can still contact us.
Other existing consumer protections, such as those provided by the Fair Trading Act 1986 and the Consumer Guarantees Act 1993, are also available to you.
How do I raise a concern?
Step One: Download and complete the concern form
To raise a concern with us about the behaviour of a current or former real estate agent, please download and complete the concern from below.
Concern Form [Doc,149 kb]
The information you provide in this form helps us to assess the best way to deal with your concern.
If you have any questions about filling in the form or just want to talk to us about your concern, please give us a call on 0800 367 7322 or (04) 471 8930 or you can email us at info@reaa.govt.nz.
Step Two: Send us the concern form
You can deliver the concern form personally, fax, post or e-mail it. Our contact details are:
PO Box 25371, Wellington 6146
Level 2, 10 Brandon Street, Wellington
Phone: 0800 367 7322 or (04) 471 8930
Fax: 04 815 8468
Email: info@reaa.govt.nz
Who can raise a concern?
Anyone can raise a concern with us about the behaviour of a current or former real estate agent.
What can I raise a concern about?
You can raise a concern about the behaviour of a real estate agent if they do not comply with the Real Estate Agents Act 2008, Regulations or the Code of Professional Conduct and Client Care.
If someone does break the law, or falls short of the standard set out in the Code, this may constitute unsatisfactory conduct or misconduct depending on how far short of the standard the conduct is found to be.
The terms "unsatisfactory conduct" and "misconduct" are defined below:
Unsatisfactory conduct
A real estate agent may be found guilty of unsatisfactory conduct if they carry out real estate agency work that:
- falls short of the standard that a reasonable member of the public is entitled to expect from a reasonably competent licensee; or
- contravenes a provision of the Real Estate Agents Act 2008 or of any regulations or rules made under the Act; or
- is incompetent or negligent; or
- would reasonably be regarded by agents of good standing as being unacceptable.
Misconduct
A real estate agent may be found guilty of misconduct if their conduct:
- would reasonably be regarded by agents of good standing, or reasonable members of the public, as disgraceful; or
- constitutes seriously incompetent or seriously negligent real estate agency work; or
- consists of a wilful or reckless contravention of-
- the Real Estate Agents Act 2008; or
- other Acts that apply to the conduct of licensees; or
- regulations or rules made under the Act; or
- constitutes an offence for which the licensee has been convicted, being an offence that reflects adversely on the licensee's fitness to be a licensee.
Canterbury Earthquakes
If you are buying or selling a property that has been damaged by the earthquakes in Canterbury and you have a dispute with the real estate licensee, please seek legal advice on what to do to resolve the dispute. We are a regulatory body and we cannot provide this legal advice.
Taking independent legal advice and using a real estate agency's in-house procedures for dealing with concerns doesn't stop you from contacting us if you are unhappy with the outcome.
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