What can I expect from my real estate agent?

Iron Bridge Real Estate Ltd is licensed under the Real Estate Agents Act 2008.

The purpose of the Act is to promote and protect the interests of consumers buying and selling real estate, and to promote public confidence in the performance of real estate agency work.

This means that, at a minimum, we must exercise skill, care, competence, and diligence at all times when carrying out real estate agency work.

Learn more about the Real Estate Agents Act (Professional Conduct and Client Care) Rules 2009.

Complaints and Disputes

If you feel we have breached our duty to you, you can make a complaint directly to us, using our in-house complaints and dispute resolution procedure, or directly to the Real Estate Authority.

You can make a complaint to the Real Estate Authority even if you choose to also use our procedures as well.

Iron Bridge Complaints and Disputes Resolution Procedure

Our Complaints and Disputes Resolution Procedure is designed to provide a simple and personalised process for resolving any complaint you might have about the service you have received from our agency.

STEP 1:  Call us and ask to speak to our Principal Officer, Adam Smith. Adam can be contacted at our Auckland office on 09 985 2820. Adam will ask you who you would like to complain about, what your concerns are, and how you would like us to address your complaint.

STEP 2:  We may ask you to put your complaint in writing, to assist us in investigating it. We will need some time to talk to the team members involved, but we will come back to you within 10 working days. Our response may be in writing and, as part of that response, we might ask you to meet with members of our team to discuss the complaint and try to 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 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 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. At this point the complaint is referred to the Real Estate Authority.

REMEMBER: You can make a complaint to the Real Estate Authority in the first instance, even if you use our procedure as well. Contact details for the Real Estate Authority are: c/- PO Box 25-37, Wellington 6146, New Zealand. Phone 0800 for REA or 0800 367 7322. Visit www.rea.govt.nz