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 Buyer's Agents company director Alexandra Vincent Martelli (alex@martellibuyers.co.nz / +6421 366 032) and what you want to happen. Alexandra will respond in writing within four working days.

Step 2: If we agree on a solution, we'll act on it quickly. If not, we may suggest mediation.

Step 3: If the resolution is still not accepted then the client will be sent the Complaints Procedure from the 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.