For the full Real Estate Agents Act (2008), please click hereTo view the latest Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012, please click hereIf you have an issue with Solomon Realty Limited’s service, we are keen to help resolve it.The 2008 Real Estate Authority Act introduces a new complaints system, which is intended to provide transparent and fair processes for all parties involved in a complaint. All agents must have procedures for handling complaints. Using those procedures may be the quickest way to resolve your concerns. If you are unable to sort things out this way you can complain to the Real Estate Authority under the Real Estate Agents Act 2008. Other existing consumer protections, such as those provided by the Fair Trading Act 1986 and the Consumer Guarantees Act 1993, also continue to be available to consumersThe following flowchart shows the complaints process that is also included on the last page of all agency agreements in our office and is provided to all clients as part of the approved guides produced by the REA.
All licensed real estate agents are required to have a written in-house complaints and dispute resolution procedure.You do not have to use this complaints and resolution procedure.You may make a complaint directly to the Real Estate Authority at any time.You can make a complaint to the Real Estate Authority even if you choose to also use our procedures. Solomon Realty Limited Complaint and Dispute Resolution Procedure is designed to provide a simple and personalised process for resolving any complaint about the service you have received from our agency.STEP 1: Contact us immediately Call Solomon Realty Limited (06) 867 1407 and ask to speak to the Managing Director, Derek Solomon. Tell him who you are complaining about and what your concerns are. Let him know what you would like done about your complaint.STEP 2: The manager may ask you to put your complaint in writing so that he can investigate it thoroughly. He will need a short period of time to talk to the team members involved. We promise to come back to you within 5 working days with a response. That response may be in writing. As part of that response we may ask you to meet with members of our team to help find 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 our process.REMEMBER: 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. PO Box 25-371, Wellington 6146 | Phone 0800 FOR REA or 0800 367 7322For more information contact: Derek Solomon, Solomon Realty Limited, 124 Bright Street, Gisborne | Phone (06) 867-1407