Legal Info

Complaints and Disputes

Boulgaris Ltd In-house Complaints and Dispute Resolution Process
In accordance with Rule 12 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012.

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

You do not have to use our complaints and resolution procedure. You may make a complaint directly to the Real Estate Agents Authority at any time. You can make a complaint to the Real Estate Agents Authority even if you choose to also use our procedures.

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

Step One: Call and speak to our Principal Michael Boulgaris on 09 520 1192 or email michael@boulgaris.com, and explain who you are complaining about, and what your concerns are. You can then let us know how you would like to proceed in regards to your complaint.

Step Two: You may be asked to put your complaint in writing so it can be investigated thoroughly and raise it with the Agent concerned. The Agent will need a brief period of time to talk to any team members involved and will come back to you as soon as possible with a response to your complaint. As part of that response you may be asked to meet with members of our team to discuss the complaint and greet to a resolution.

Step Three: If we are unable to come to an agreed resolution or you do not wish to meet with us, we will provide you with a written proposal to resolve your complaint.

Step Four: If you do not accept our proposal please advise us in writing within 5 working days of the date of the proposal. You can, of course suggest another way of resolving your complaint.

Step Five: 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 Six: 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. Remember: You can still make a complaint to the Real Estate Agents Authority in the first instance and, even if you use these procedures, you can still make a complaint to the Real Estate Agents Authority at any time.

The Real Estate Agents Authority
c/o PO Box 25-371
Wellington 6146
New Zealand Phone
0800 for REAA or 0800 367 7322