Agents, Branch Managers and Salespersons licensed (“Licensee”) under the Real Estate Agents Act 2008 (‘the Act”), have in addition to various other requirements of the Act, a duty of professional care and conduct.

In the event that any prospective client, client or customer feels they have not received the level of professional conduct judiciously required by a Licensee then they have the right to address those concerns with the Licensee or with the Real Estate Agents Authority; or both.

Members of the First National Group of independently owned real estate offices have established an in-house complaints process in accordance with the requirements of the Real Estate Agents Act 2008 – Professional Conduct and Client Care Rules.Information about the complaints process is available along with a complaint form.

Complaints in relating to a Licensee should be directed, in the first instance to the relevant office of such Licensee and can be made either directly in person or in writing via e-mail or post; or on-line.

Complaints relating to a Licensee can also be directed to the National Office of First National Group NZ Limited and must be made in writing to the General Manager.

Post:
General Manager
c/-  First National Group NZ Limited
PO Box 567
Tauranga 3140

E-mail:
complaints@firstnational.co.nz

‍Making a complaint through the Real Estate Agents Authority (“REAA”)A Licensee must ensure that prospective clients, clients and customers are aware that they may access the REAA’s complaints process without first using the in-house procedures, and that any use of the in-house procedures does not preclude their making a complaint to the REAA.

Complaints in respect of a License directed to the REAA can be made via the following:

Post:
The Real Estate Agents Authority
c/- PO Box 25-063
Wellington 6146

Website:
https://www.reaa.govt.nz

‍E-mail:
info@reaa.govt.nz