Arizto Limited | Complaints Policy
Introduction
All licensed real estate agents are required to have an in-house complaints and dispute resolution procedure.
Our procedure is set out below, however, you are not obliged to use this procedure. If you wish, you can make a complaint directly to the Real Estate Authority at any time, even if you choose to use our procedure. Contact details are at the bottom of this page.
In‐house Complaints and Dispute Resolution Procedure
Our complaints and dispute resolution procedure has been created to provide a simple and effective process for resolving any complaint you may have about the service you have received from Arizto.
Step 1: Call our support team and select the option to discuss a licensees conduct. At this time the team member on the end of the phone will hear your complaint but to progress this they will ask you to put something in writing.
Step 2: Once your written complaint is received, a member of the team in charge of the complaint will speak to the licensee involved and review any evidence or documents you have supplied. Once this is complete we will respond to your complaint in writing within 15 working days of you sending the complaint through.
Step 3: If upon receiving our response you disagree with any facts, you will have an opportunity to confirm information or provide counter evidence to our complaints team. This can be done via email or a phone call.
Step 4: If you are unhappy with our proposal and wish to make changes to it, or refuse to accept it, please advise us in writing of your response within 5 working days.
Step 5: If we accept your preferred resolution, we will try our hardest to implement that resolution as soon as possible. If we do not agree with your preferred resolution, we may invite you to mediate the dispute.
Step 6: If we do not consider mediation to be appropriate, or we agree to invite you to attend a mediation but you do not wish to accept our invitation, our complaints process will be at an end. If you still wish to pursue your complaint at this point, we suggest a written complaint be made to the Authority (if you have not done so already).
Licensee Agent’s Contact Details
Brendon Pierce
Email: brendon.p@arizto.co.nz
Phone: 0800 540 550
Business Address: Suite 2, 3 Broadway, Newmarket, Auckland
If you have any questions about our complaints and dispute resolution procedure, please contact our support team.
Real Estate Authority
The Real Estate Authority (REA) is the independent government regulatory body for the real estate industry in New Zealand. Their role is to promote a high standard of service and professionalism in the real estate industry, and they do this by assisting in protecting buyers and sellers. The REA provides vital information for buyers and sellers, provides advice and guidance for agents, and deals with complaints about agents’ behaviour or an agency’s services.
You can view the latest Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012 here. These rules constitute the professional conduct and client care required by section 14 of the Real Estate Agents Act 2008 and are effective from 8 April 2013.
Approved Guides
Two approved guides have been created to support consumer protection and ensure you have all the information you need at two important stages of the process of buying or selling residential property. You can read the New Zealand Residential Property Agency Agreement Guide and the New Zealand Residential Property Sale and Purchase Agreement Guide to add extra protection to your home buying or selling process.
Real Estate Agents Act (Professional Conduct and Client Care) Rules 2019
A link to the ‘Code of Conduct’ is to be found at this link.
Public Register
Search the public register of licensees here.
Find out more on how to object to a licence here.
Further Information and Assistance
If you need more information and/or assistance with making a complaint please contact the REA.
Real Estate Authority
Email: info@rea.govt.nz
Phone: 0800 367 732
Website: www.rea.govt.nz