Customer Care

Real Estate Authority

The Real Estate Authority (REA) is the independent government regulatory body for the real estate industry in New Zealand increasing professionalism and assisting consumer protection. They provide information for buyers and sellers as well as providing advice and guidance for agents, and dealing with complaints about agents’ behaviour. For more information click here

Consumer Information

For comprehensive, independent information and guidance on buying and selling property to help you feel more in control - and help to get you settled click here

Complaints and Dispute Resolution

In accordance with Rule 10 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2009.

Our complaints and dispute resolution procedure is designed to provide a simple and personalised process for resolving any complaint you might have about the service you have received from TSB Real Estate.

STEP 1 Speak to the Salesperson you first dealt with to try and resolve your complaint. Our team pride themselves on getting things right, so please give us an opportunity to correct any issues. If you feel in any way that the resolution proposed is not to your liking, then please call and speak to our Sales Manager.

STEP 2 Advise the Sales Manager what your concerns are, the sales consultant/s you have dealt with and what outcome you would like to see to resolve the issue.

STEP 3 We hope that at this stage we can find an immediate resolution and implement that resolution. However it is possible that the Sales Manager may ask you to put your complaint in writing so that he or she can investigate further. If this is the case we will need a brief period of time to talk to the sales consultant/s involved.

STEP 4 We promise to come back to you within 5 working days with a response to your complaint (either by phone or in writing). As part of that response we might ask you to meet with our Sales Manager and the Salesperson (only if appropriate) to discuss the complaint and propose a resolution.

STEP 5 If you do not wish to meet with us, then we will provide you with a written proposal to resolve your complaint. If upon meeting we are unable to come to an agreed resolution, we will escalate the issue to Greg Clarke (TSB Head of Real Estate) for consideration. We will then advise you of our proposed resolution (either by phone or in writing).

STEP 6 If you do not accept our proposal please advise us in writing within 5 working days. You can, of course, suggest another way of resolving your complaint.

STEP 7 If we accept your preferred resolution we will attempt to implement that resolution within 5 working days. If we decline your resolution we may invite you to mediate the dispute, using an independent mediation service.

STEP 8 If we agree to mediate the complaint, but do not settle the complaint at mediation, (or we do not agree to mediate the dispute) then that will be the end of the in-house process.

 

REMEMBER You can make a complaint to The Real Estate Agents Authority at any time.

Address / PO Box 25-371, Wellington 6146, New Zealand

Phone / 0800 for REAA or 0800 367 7322