Complaints Procedure

SMM Real Estate Limited (Licensed Agent REA 2008) In-House Complaints and Dispute Resolution Procedures In accordance with Rule 10 Real Estate Agents Act (Professional Conduct and Client Care Rules 2012)
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 (REA) at any time. You can make a complaint to the REA even if you choose to also use our 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 Licensee

Trish Lawrence

0800 874 745

Tell the Licensee who you are complaining about and what your concerns are. Let the Licensee know what you would like to be done about your complaint.


STEP 2: The Licensee may ask you to put your complaint in writing so that he or she can investigate it. The Licensee will need a brief period of time to talk to the team members involved. We promise to come back to you within 10 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 the process.

You can still make a complaint to the Real Estate Authority in the first instance, and even if you use these procedures you can still make a complaint to the Real Estate Authority at any time.

Real Estate Authority
C/- P O Box 25-371
Wellington 6146
New Zealand

Phone: Freephone 0800 for REA or 0800 367 732
Or +64 4 471 8930