In-house Rules

Dealing with External Complaints & Disputes Resolution

Objectives:

To have a written procedure to provide an effective and consistent manner when dealing with Complaints and Disputes resolution when they arise, so as the Agency is seen to be effective in resolution and Licensees (Branch Managers and Salespersons) are aware of the protocol that will be followed:

1. Licensees immediately becoming aware of dissatisfaction being expressed by a client (seller) or customer (buyer) whether it be verbal or written, their customer or client or that of another Licensee within the office will inform the Manager. If the complaint is in writing deliver the Manager a copy.

The Manager will:

1. Immediately open a file
2. Call a meeting with the appropriate Licensee/s who have been servicing the client/s or customer/s and enquire what has given rise to the dissatisfaction.
3. When the complaint is of such nature that it can be put to rest by the Licensee/s, provide instruction and request immediate attendance. Once resolved follow up with appropriate letter i.e. acknowledgement, apology.
4. When the complaint is of a more substantive or serious nature, request a written report from the appropriate Licensee/s within a 12hr period and follow with a meeting with the Licensee/s to discuss the report and map a path forward. Take a proactive stance and arrange a meeting with the complainant in preference to resorting to correspondence or phone conversations, unless the latter is considered the appropriate option.
5. Seek swift resolution and if there is a case to be answered then err on the side of the complainant so as to preserve the goodwill of the office and the LJ Hooker brand. When resolved follow up with a letter as above.
6. If the complaint cannot be resolved to the satisfaction of the complainant and/or there is an inability to meet the complainants request, then communicate accordingly and advise other alternatives if any, and/or refer them to Rule 12 of the REAA (Professional Conduct & Client Care) Rules 2012 at the www.reaa.govt.nz website.

I/We, the undersigned, acknowledge that I/We have been made aware that in the event of LJ Hooker giving rise to a legitimate complaint or dispute that in that event, LJ Hooker has written in-house procedures for resolution and use of that procedure does not preclude I/We electing to take the matter to the REAA Complaints Assessment Committee (www.reaa.govt.nz) exercising my/our statutory rights under the Real Estate Agents Act 2008 without first using LJ Hooker in-house procedure.