REAL ESTATE AUTHORITY (REA) :
Invest Property and Finance Solutions Pty Limite d is Licensed under the Real Estate Agents Act 2008
REAL ESTATE ACT 2008 (REA) :
Please click on http://www.rea.govt.nz to obtain information about the REA, and in particular please read and ask any questions you have about the following documents -if you ask us and we don't know the answer to your questions we will do everything we can to find out for you :
- REA listing and selling guides
- REA professional conduct and client care rules
- Pre-contract disclosure statement
- Pre-settlement disclosure statement
- Code of Conduct
INVEST PROPERTY AND FINANCE SOLUTIONS PTY LIMITED IN-HOUSE COMPLAINTS AND DISPUTE RESOLUTION PROCEDURES :
In accordance with Rule 10 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2009
Introduction
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 Authority at any time. You can make a complaint to the Real Estate Authority even if you choose to also use our procedures.
In-house Complaints and Dispute Resolution 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.
• STEP 1: Call us and speak to the manager Maureen Ross Ph (09) 475 9433 or M 027 441 5343. Tell the manager who you are complaining about and what your concerns are. Let the manager know what you would like done about your complaint.
• STEP 2: The manager may ask you to put your complaint in writing so that he or she can investigate it. The manager will need a brief period of time to talk to the team members involved. We promise to come back to you within 5 working days with a response to your complaint. That response may be in writing . As part of that response we might ask you to meet with members of our team to discuss the complaint and try and agree a resolution.
• STEP 3: If we are unable to come to an agreed resolution after a meeting, or if you don’t wish to meet with us, then we will provide you with a written proposal to resolve your complaint.
• STEP 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.
• STEP 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.
• STEP 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.
