Tremains Complaints

and Dispute resolution procedure

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 Tremains.

Information for Sellers/Potential Sellers and Buyers/Potential Buyers

Tremain Real Estate (2012) Limited and its franchises are all licensed under the Real Estate Agents Act 2008 and therefore our agents, branch managers and salespersons are bound by the Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012 required by section 14 of the Real Estate Agents Act. The rules should be read in conjunction with the Act and regulations.

As required under the rules, Tremains has an in-house Complaints and Disputes Resolution Procedure (See Below).

Please note: you may access the Real Estate Authority’s complaints process without first using Tremains in-house procedures; and any use of our in-house procedures does not preclude you from making a complaint to the Authority.

Information for Residential Property Sellers/Potential Sellers

If you are considering listing a residential property you should ensure you have been given a copy of the New Zealand Residential Agency Agreements Guide prepared by the Real Estate Agents Authority. (Please note: you will need to acknowledge (in writing) receipt of the guide before you sign a Tremains agency agreement.)

Information for Residential Property Sellers/Buyers

If you are considering either selling or buying a residential property you should ensure you have been given a copy of the New Zealand Residential Property Sale and Purchase Agreements Guide prepared by the Real Estate Agents Authority. (Please note: You will need to acknowledge (in writing) that you have received the guide before you sign a Tremains sale and purchase agreement.)

Tremains Complaints and Disputes Resolution Procedure

Tremains is committed to handling any complaints or disputes that do arise professionally, fairly and expeditiously.

Our standard in-house procedure is outlined below.

Please note: Customers or clients may access the Real Estate Agents Authority’s complaints process without first using our in-house procedure; and any use of Tremains in-house procedure does not preclude a customer or client from making a complaint to the Authority.

STEP 1:

Speak to the Sales Consultant 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 Sales Consultant (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 Simon Tremain 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.

A | c/-PO Box 25-371, Wellington 6146, New Zealand

P | 0800 for REAA or 0800 367 7322

Tremain Real Estate (2012) Limited Licensed Agent REAA 2008

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