In House Complaints and Dispute Resolution Procedure

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 our agency.

1
Step one – Get in touch

Call us and speak to the manager Steve Farrell. Tell him what your concerns are and what you would like done about your complaint.

Steve Farrell Contact Details: 04 388 8788 or steve@jewetts.co.nz

2
Step two

The manager may ask you to put your complaint in writing so that he can investigate it. The manager will need a brief period of time to talk to the team members involved. Please suggest potential remedies to resolve the complaint. Steve’s response will suggest remedies to. We promise to come back to you within 10 working days with a response to your complaint. That response may be in writing. As part of that response, we may ask you to meet with members of our team to discuss the complaint and try to agree on a resolution.

3
Step three

If we are unable to come to an agreed resolution after a meeting, or if you do not wish tomeet with us, we will then provide you with a written proposal to resolve your complaint.

4
Step four

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

5
Step five

If we accept your prefered resolution we will attempt to implement that resolution as soon aspossible. If we decline your preferred resolution we may invite you to mediate the dispute.

6
Step six

If we agree to mediate the complaint but still do not settle the complaint at mediation, or we do not agree to mediate the dispute then that will be the end of our process. You may wish to take the matter to the Real Estate Agents Authority.

7
Step seven

If we accept your prefered resolution we will attempt to implement that resolution as soon aspossible. If we decline your preferred resolution we may invite you to mediate the dispute.

Making a complaint through the Real Estate Agents Authority

Jewetts Real Estate would like to make any potential complainant aware that they can, of course, direct their complaints, in the first instance, to the Real Estate Agents Authority (REAA) without going through the above in house process. More information on the processes then taken by the REAA can be found by contacting the REAA direct: www.reaa.govt.nz


The Real Estate Agents Authorityc/- P O Box 25-063
Wellington 6146
New Zealand