At One Agency, we will ensure that any complaints or disputes that may arise will be addressed quickly and professionally.
Should you wish to make a complaint please refer to the following procedure
In-house Complaints and Dispute Resolution Procedures
STEP 1
Contact the company Compliance Manager, Elman Avallone on [email protected] or 0210 221 0125. Tell him who you are, the reason for your complaint, your concerns and what you would like done about your complaint.
STEP 2
The Compliance Manager may ask you to put your complaint in writing so that we can investigate. We promise to come back to you within 10 working days. Our response may be in writing. As part of managing your complaint, we may invite you to meet with us to discuss your concerns and try resolve the complaint.
STEP 3
If we are unable to come to a resolution, or if you choose not to meet with us, we will then provide you with a written proposal to resolve your complaint.
STEP 4
We request that you advise us in writing within 10 working days if you accept or not accept our proposed resolution. You can, of course, suggest another way of resolving your complaint.
STEP 5
If we accept your preferred resolution, we will undertake 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.
You can still make a complaint to the Real Estate Authority in the first instance and even if you use our in-house complaints procedures, you still have a right to complain to the Real Estate Authority any time.
The Real Estate Authority
c/- PO Box 25 - 371
Wellington 6146
New Zealand
Phone 0800 for REAA or 0800 367 7322