Introduction
In accordance with 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 are not required to use our in-house complaints and dispute resolution process. You may make a complaint directly to the Real Estate Authority (REA) at any time, whether or not you choose to also use our procedures.
In-House Complaints and Dispute Resolution Procedure
Our complaints and dispute resolution procedures are designed to provide a simple, personalised process for resolving any complaint about the service you received.
Step 1
Please call or email the Business Owner or Branch Manager of the salesperson or property manager you are complaining about. Outline your concerns and the outcome you are seeking.
Step 2
You may be asked to put your complaint in writing so it can be investigated. The Owner/Manager will speak with those involved and aims to respond within ten (10) working days. The response may be in writing and may include an invitation to meet to discuss the complaint and seek a resolution.
Step 3
If the matter cannot be resolved through discussion, or if you do not wish to meet, a written proposal to resolve the complaint will be provided.
Step 4
If you do not accept the proposal, please advise in writing within ten (10) working days. You may suggest an alternative resolution.
Step 5
If your preferred resolution is accepted, it will be implemented as soon as practicable. If it is not accepted, mediation may be proposed.
Step 6
If mediation does not resolve the complaint, or mediation is not agreed to, this will conclude the in-house complaints process.
You may make a complaint to the Real Estate Authority at any stage of this process. The REA provides independent oversight of real estate agency work.
Privacy Complaints
If your complaint relates specifically to personal information or privacy matters, it will be handled separately in accordance with the Privacy Act and Ray White’s Privacy Policy.
Please note that Ray White (Real Estate) Ltd operates a franchise system. As a result, we may not have control over all data held by franchisees. Where a privacy complaint relates to a franchisee, it will be referred to the appropriate office for handling.
Ray White takes complaints seriously and views them as an opportunity to improve our service.
At Ray White, we value open communication, integrity, and ongoing improvement.
Ray White (Real Estate) Ltd is the franchisor for the Ray White network in New Zealand and is licensed under the Real Estate Agents Act 2008. As the franchisor, we do not conduct real estate agency work.
If your complaint relates to a specific Ray White office, salesperson, or property manager, please contact the relevant Ray White office directly and follow that office’s in-house complaints process as outlined above. Ray White offices operate as independently owned and operated businesses within the Ray White franchise network. Each office is responsible for managing and responding to complaints about its own services and licensees under its in-house complaints procedure.
If your complaint specifically relates to Ray White (Real Estate) Ltd (the franchisor), please contact:
Ray White (Real Estate) Ltd
09 377 5069