Complaints and Disputes Resolution Procedures

At RE/MAX we offer a top notch professional service. We aim to do our best to ensure all sales and purchases of property go smoothly without any hitches.


However, occasionally disputes do occur, and we trust your first point of call will be to contact us to resolve any issues or offer any guidance or advice.

If you still feel your problem has not been resolved, you are able to complain to the Real Estates Agents Authority , or phone them on 0800 367 7322, whether you choose to use our in-house procedures or not.






Complaints Procedure

  1. Call us and speak to the Licensee, telling them what your concerns are. Let the Licensee know what you would like done about your complaint.
  2. The Licensee may ask you to put your complaint in writing so that he can investigate it. He will need a brief period of time to talk to the team members involved. We promise to come back to you within 10 working days with a response to your problem. 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 a resolution.
  3. If we are unable to come to an agreed resolution after a meeting, or if you do not wish to meet with us, then we will provide you with a written proposal to resolve your complaint.
  4. 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. If we accept your preferred resolution we will attempt to implement that resolution as soon as possible. If we decline your preferred resolution we may invite you to mediate the dispute.
  6. If we agree to mediate the complaint but don’t settle the complaint at mediation, or we do not agree to mediate the dispute then that will be the end of our process.


If the matter remains unresolved, you are still able to make a complaint to the Real Estate Agent Authority.

The Real Estate Agents Authority
C/- PO Box 25-371
Wellington 6146
New Zealand

Or call them on 0800 367 7322




Remax - independently owned and operated