OTAGO REAL ESTATE (Licensed under the REA Act 2008)
IN-HOUSE COMPLAINTS RESOLUTION PROCEDURE
We aim to ensure that:
- Making a complaint is as easy as possible
- We treat your complaint seriously
- We deal with your complaint promptly and in confidence
- We learn from complaints and use them to review and improve our service
What is a complaint?
A complaint is when you tell us you are not happy about the service we provide. It can be anything and could include:
- When we do not deliver a service on time
- When we give you the wrong information
- When you receive a poor quality service
- When you have a problem with a member of staff
How to make a complaint
If you wish to make a complaint you can contact us in any of the ways listed below.
By email at Carolyn@otagorealestate.co.nz
In writing to us atOtago Real Estate PO BOX 6400 Dunedin 9059 Or Level 1, Moray Chambers 30 Moray Place Dunedin
By phone (03) 474 0470 or fax (03) 474 0624
In person at our offices
Your complaint will be fully investigated and a response issued within 10 working days. If you are unhappy with the response you can contact the following people:
Managing Director Commercial Property Manager
Chris James Carolyn McLeanLevel 1, Moray Chambers Level 1, Moray Chambers 30 Moray Place 30 Moray Place Dunedin Dunedin Mobile: 0274 324 316 Mobile: 0274 392 376
We will acknowledge receipt of your complaint within 2 working days.
We will issue a full response within 10 working days.
If there is a delay in responding we will keep you informed of our progress
We are happy to receive any other comments on our service to customers.
Please contact us in any of the ways mentioned above or complete a comment card at any of our offices. Alternatively you can email us from the contact section on our website.
Complaints Directly to the Real Estate Agent’s Authority
If this process does not work for you, you may access the Real Estate Agent’s Authority’s complaints process directly or without first using the in-house complaints resolution procedure referred to in this document. The use of the in-house complaints resolution procedure does not preclude the making of a complaint to the Authority.
Complaints to the Real Estate Agent’s Authority may be made directly to:PO BOX 25371, Wellington 6146 Phone: 0800 FOR REAAA (0800 367 7322) Fax: (04) 815 8468 Email: firstname.lastname@example.org Website: www.reaa.govt.nz