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Customer Care

Complaints Process

Complaints Process in accordance with Rule 12 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012

If you have a compliment or a complaint we want to hear about it. At Ray White Papanui we listen to our customers. You can trust that we take your feedback onboard. We take pride in what you think we do well, and we learn from what you think we could do better.

If you feel we haven’t delivered on what we promised please let us know and we’ll start an investigation for you. We take all concerns seriously and we will let you know what we’re doing about your complaint as soon as possible.

All licensed real estate agents are required to have a written in-house complaint and dispute resolution procedure.That procedure is set out below.

Please note you do not have to use our 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.

In‐house Complaints and Dispute Resolution Procedures

Our complaints and dispute resolution procedures are designed to provide a simple and personalised process for resolving any complaint you might have about the service you have received from our company.

Step 1: Call us and speak to the Licensee Agent; Vanessa Golightly M 0276649292. Tell us who you are complaining about and what your concerns are. Let us know what you would like done about your complaint. 

Step 2: We may ask you to put your complaint in writing so that we can investigate it. We will need a brief period of time to talk to the team members involved; however we promise to come back to you within five 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 to agree on a resolution.

Step 3: If we are unable to come to an agreed resolution after a meeting, or if you do not 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 five 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 do not settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.