Step 1: Contact the Branch Manager
The branch manager is responsible for managing and supervising salespeople and property managers and will take charge of any outstanding issues.

Step 2: Branch Manager Acknowledgement
The Branch Manager will acknowledge receipt of complaint and advise that formal response will be provided within five working days

Step 3: Branch Manager to investigate
The Branch manager will obtain a written report from the salesperson (residential sales) or Head of Property Manager/Property Manager (property management).

Step 4: Branch Manager to respond
The Branch Manager will review and send a formal response with comment and conclusion to complainant.

Step 5: Branch Manager to file
The Branch Manager will send a copy of the response and supporting file documentation to the Support Centre compliance manager for filing.

For complaints responded to by the Branch Manager but which do not satisfy the complainant:

Step 1: Escalate complaint
You can escalate your complaint in writing to the compliance manager. Contact Residential Sales or Property Management

‍Step 2: Acknowledgement 
The Compliance Manager will acknowledge receipt of complaint and advise that the matter will be reviewed from an agency perspective and a response provided within 15 working days.

Step 3: Agency level review
Compliance manager - residential sales to review file and Branch Manager’s response (see additional information if required).

Step 4: Agency level response
Compliance Manager to provide formal written response from an agency perspective and advise that the process does not preclude the matter from being referred to the Real Estate Authority or the Tenancy Advice Helpline (property management issues).

Recording: Issue to be recorded in complaints register; documentation to be held on file.

Note: This process does not preclude the matter from being referred to the Real Estate Authority.  The Authority may be contacted at: The Real Estate Authority, PO Box 23-063, Wellington 6164, New Zealand. rea.govt.nz