The first thing we do when we receive your concern is confirm that it is in our jurisdiction to resolve – that is, your concern relates to real estate agency work or the behaviour could be considered to be misconduct.
We may also contact you if we need more information.
If we can’t help you resolve your concern…
We will provide you with the appropriate information and refer you to the agency that can help you. You will be sent a letter with this information.
If we can help you …
We will decide which of the following three responses is the most appropriate way to resolve your concern:
- Compliance advice: if little or no detriment resulted from the real estate agent’s behaviour, the behaviour is not on-going, the real estate agent has not had any previous compliance problems and there are no other wider public interest issues as a result of the behaviour, we will send the real estate agent a compliance advice letter.
- Alternative Dispute Resolution (ADR): if the concern is only between you and the real estate agent, doesn’t involve issues of wider public interest and is capable of being resolved between you and the real estate agent, ADR is the best way to resolve your concern.
- Enforcement: if it is a serious concern and does not fit into one of the above categories it will be heard and dealt with by a Complaints Assessment Committee as a formal complaint. Generally these are concerns where there was an intention to breach the law or the relevant Rules and Regulations, the real estate agent has previously engaged in similar behaviour or there is a wider public interest in the behaviour being fully investigated and considered.
This approach means that your concern will be responded to in a way that is appropriate to its seriousness and both you and the real estate agent will have timely and satisfactory resolution of the concern.
