Dispute Resolution Procedure

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

At Tremains, we take your concerns seriously. If something hasn’t gone to plan, our complaints and dispute resolution procedure is here to provide a straightforward, respectful, and fair process to raise concerns about the service you’ve received.

 

For Sellers, Buyers and Potential Clients

Tremain Real Estate (2012) Limited and all associated franchises are licensed under the Real Estate Agents Act 2008. That means our agents, branch managers and salespeople are bound by the Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012, set out under section 14 of the Act.

As required, we have an in-house Complaints and Disputes Resolution Procedure. You're welcome to use it, but it’s important to know you can also go directly to the Real Estate Authority (REA) at any time. Using our internal process is entirely optional and does not limit your rights to contact the REA.

 

Important Information for Residential Clients

If you’re considering selling a residential property, we’ll provide you with the New Zealand Residential Agency Agreements Guide prepared by the Real Estate Agents Authority. You’ll need to acknowledge receipt of this guide in writing before signing a Tremains agency agreement.

If you’re buying or selling a residential property, you’ll also be given the New Zealand Residential Property Sale and Purchase Agreements Guide from the REA. You’ll need to confirm in writing that you’ve received this guide before signing a Tremains sale and purchase agreement.

 

Tremains Complaints and Disputes Resolution Procedure

We aim to resolve any concerns professionally, fairly and as quickly as possible. Here’s how our process works:

 

STEP 1:
Speak to the Sales Consultant you’ve been working with. Most concerns can be resolved directly, and our team is committed to doing what’s right.

 

STEP 2:
If the matter isn’t resolved to your satisfaction, contact our Sales Manager. Let them know your concerns, who you’ve dealt with, and what resolution you’re seeking.

 

STEP 3:
If needed, the Sales Manager may ask you to outline your complaint in writing. This helps us look into the matter thoroughly and fairly.

 

STEP 4:
We’ll get back to you within five working days, either by phone or in writing. Where appropriate, we may invite you to meet with the Sales Consultant and Sales Manager to help resolve the issue.

 

STEP 5:
If a meeting isn’t possible or doesn’t lead to resolution, we’ll provide a written proposal. If necessary, the matter may be referred to Simon Tremain for review.

 

STEP 6:
If you don’t accept our proposed resolution, please let us know in writing within five working days. You’re welcome to suggest an alternative resolution.

 

STEP 7:
If we agree to your suggestion, we’ll implement it within five working days. If not, we may invite you to enter into mediation with an independent service.

 

STEP 8:
If we agree to mediate the complaint, we’ll work with you to arrange an independent mediation service. If the complaint is not resolved through mediation, or if we do not agree to mediate, this concludes our in-house process.

 

You’re Always Welcome to Contact the REA

You can make a complaint directly to the Real Estate Authority at any stage.

We support your right to independent advice and review.