At Austin Realty, we are committed to providing the highest standard of service. However, if you have any concerns or are dissatisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns promptly and effectively.
How to Make a Complaint
If you have a complaint, please submit it in writing to our Operations Manager via email at
[email protected].
Please include the following information in your complaint:
· Your name and contact details.
· Details of the property concerned.
· A clear and concise description of your complaint, including relevant dates, times, and people involved.
· Any supporting documents or evidence.
What Happens Next?
· We will acknowledge receipt of your complaint within 2 business days.
· Your complaint will be reviewed by our Operations Manager, who will ensure a thorough investigation is carried out.
· We aim to resolve all complaints within 10 business days. If more time is required, we will keep you informed of our progress and the reasons for any delay.
Resolution
Once the investigation is complete, we will contact you with our findings and any actions we propose to take to resolve the matter. If you are satisfied with the resolution, we will consider the matter closed. If you are not satisfied with the outcome, you may refer your complaint to the Real Estate Authority (REA). We will provide guidance on how to do this if required.
Contact Information
For any queries or to follow up on a complaint, please contact us at: Email:
[email protected]
For further information on complaints, please refer to www.rea.govt.nz
