In-House Complaints Process

As per Rule 12 of the Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012, all licensed real estate agents (including buying agents) must have an internal complaints and dispute resolution process.
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In-house Complaints and Dispute Resolution Process:

Our goal is to understand your concerns or complaints and find a resolution as soon as possible.
Step 1: Raise your concern, either verbally or in writing, to Martelli & Co company director Alexandra Vincent Martelli (alex@martellibuyers.co.nz / +6421 366 032) and what you want to happen. Alexandra will respond within five working days.

Step 2: If the resolution provided is not acceptable, agency license holder Mike Hammer (mhammer@matchrealty.co.nz / +6421 688 038) will review concerns in writing from the client. We will respond within 10 working days and may suggest a meeting to discuss solutions.

Step 3: If we agree on a solution, we'll act on it quickly. If not, we may suggest mediation.

Step 4: If the resolution is still not accepted then the client will be sent a link to download the Complaints Procedure from REA and follow the next steps from there.

Remember: You can still complain to the Real Estate Agents Authority anytime, whether or not you use our process. They can be reached at PO Box 25-371 Wellington 6146, New Zealand, or by phone at 0800 for REAA or 0800 367 7322.