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 Calibre.
Step 1: Call our support team and ask to speak with the licensee agent (details below). Let us know who you are making a complaint about, what the issue is, and how you would like the matter resolved.
Step 2: The licensee agent may ask you to put your complaint in writing so they can investigate the matter further. Once your written complaint is received, the licensee agent will speak with the people involved. We will aim to respond via writing or a phone call within 10 working days. If appropriate, we may ask you to meet with members of the team to discuss the complaint and try to agree on a resolution.
Step 3: If we are unable to arrive at an agreed resolution after the meeting, or if you do not wish to meet with us, then we will send you a written proposal to try to resolve your complaint.
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
Phone: 0800 500 600
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.
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.
Search the public register of licensees here.
Find out more on how to object to a licence here.
The Real Estate Agents Act 2008 introduced a new complaints system which aims to protect consumers in the real estate industry by raising industry standards, regulating agents and agencies, and providing accountability through transparent processes for all parties involved.
All agents must have an accessible and fair procedure for handling complaints, and their procedure must be the most efficient method of resolving a complaint.
If you are unable to resolve a complaint using the agency’s procedure, you can complain to the Real Estate Authority under the Act. Other existing consumer protections such as those provided by the Fair Trading Act 1986 and the Consumer Guarantees Act 1993 are also available to consumers.
Find more details on how to make a complaint and the complaint process here.
Further Information and Assistance
If you need more information and/or assistance with making a complaint please contact the REA.
Real Estate Authority
Phone: 0800 367 732
Fax: 04 815 8468
Business Address: PO Box 25371, Wellington 6146
Level 2, 10 Brandon Street, Wellington