Pursuant to Rule 12 of the Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012, all licensed Real Estate Agents are required to have a written in-house complaints and dispute resolution procedure. That procedure is set out below.
You do not have to use our complaints and resolution procedure. You may make a complaint directly to the Real Estate Agents Authority at any time. You can make a complaint to the Real Estate Agents Authority even if you choose to also use our procedures.
Our complaints and dispute resolution procedures are designed to provide a simple and personalized process for resolving any complaint you might have about the service you have received from our agency.
You may choose to use our in-house complaints process, or you may make a complaint directly to the Real Estate Authority (REA) at any time.
Step 1 – Raise Your Concern
Please contact our Complaints Officer as soon as possible to discuss your concern.
Coralie Reid | 021 919 089 | coralie@coraliereid.nz
Please provide:
- Your name and contact details
- Details of your concern or complaint
- The name of the salesperson or staff member involved
- The outcome you are seeking
Step 2 – Acknowledgement
We will acknowledge receipt of your complaint within 2 working days. Where appropriate, we may request further information to assist with our investigation. All complaints will be handled confidentially and professionally.
Step 3 – Investigation
The complaint will be reviewed by management or the appointed Complaints Officer.
We aim to provide a written response within 10 working days where possible. If additional time is required, we will keep you informed throughout the process.
Step 4 – Resolution Discussion
Where appropriate, we may arrange a meeting, phone call, or mediation discussion to work towards a fair and reasonable resolution.
Step 5 – Proposed Resolution
If we are able to resolve the matter, we will confirm the outcome in writing.
Step 6 – External Resolution
If the complaint cannot be resolved internally, you may refer the matter to the Real Estate Authority.
Real Estate Authority (REA)
Phone: 0800 367 7322 | Website: www.rea.govt.nz
Postal Address:
Real Estate Authority
PO Box 25-371. Wellington 6146
Coralie Reid Real Estate
Licensed Agent REAA 2008
v. 2026.26.05
