Ask a question or make a complaint

The Real Estate Authority is responsible for answering questions and dealing with complaints about licensed real estate agents.

Ask a question or raise a concern

If you have a question about your real estate transaction or the behaviour of an agent or agency, contact us.

By phone:    0800 367 732
By email:     info@rea.govt.nz 

(Please include your phone number if you send an email).

If we can't help you

There are some issues we can’t help with, for example, we can't assist with most complaints about residential property managers. If we're unable to help with your complaint, we’ll explain why and help you decide where else you can go.

We can’t intervene in a real estate transaction or stop a sale going through — if you find yourself in that situation, talk to your lawyer.

Make a complaint

We are responsible for addressing complaints about the behaviour of agents, and we run an independent, fair and open complaint process.

Step 1: Use the real estate agency's complaint process

Real estate agencies must have procedures to deal with complaints. We encourage you to talk to the real estate agency concerned first, because this may be the quickest and easiest way to resolve an issue.

Step 2: Contact us

If you are still not satisfied, please call us to talk about your complaint. We can help you decide the best way to resolve the problem and check if we’re the right agency for you to make a complaint to. We can also talk through any questions you might have about the complaint process.

By phone:    0800 367 732

It is best to call, but if you prefer, you can email us at info@rea.govt.nz 

Please include your phone number. 

Step 3: Make a written complaint

Before you submit a complaint, it's important you call us before filling out the complaint form to make sure your complaint is something we can help with. If you have already spoken to us and the problem is something we can help with, we'll ask you to send your complaint in writing.

The best way to do this is by filling in our complaint form and posting or emailing it to us —make sure you include supporting evidence with your complaint. 

Download the complaint form here[DOCX, 911 KB].

We will either work with you and the agency to resolve your concerns or refer your complaint to a Complaints Assessment Committee (CAC).

Send the complaint form to us:   

By email: complaints@rea.govt.nz

By post: Early Resolution Team, Real Estate Authority, PO Box 25 371, Wellington 6140

The complaints process

When we receive your written complaint, REA will consider whether we are able to look into it. We will consider:

  • whether there are any alleged breaches of the Real Estate Agents Act (2008) or Rules, and what the impact of any breach has been
  • whether we've looked at your complaint before, and whether the complaint is a correct use of the REA complaint process
  • whether the complaint would be better managed by another organisation.

If REA is not able to look into your complaint, both you and the real estate agent or agency you've complained about will receive a written decision explaining why we are not able to look into the complaint. 

This decision cannot be appealed to the Real Estate Agents Disciplinary Tribunal (the Tribunal).

REA may refer the complaint to another agency if the Registrar considers that the complaint would be better managed by that agency. For example, a complaint made by a tenant about a property manager not lodging a bond might be referred to Tenancy Services.

Complaint decisions are published

Complaints Assessment Committee and Tribunal decisions are published in our decisions database and in the public register.

Published decisions

Object to a current licence application

Anyone can object to a real estate agent's licence being issued. However, you can only object on the grounds specified in section 40 of the Real Estate Agents Act 2008 (the Act).

How to object to a licence

If you would like to object to a current licence application you will need to:

  • object based on one of the grounds listed in section 40 of the Act
  • complete the objection form
  • return the form to the Registrar within 14 days of the applicant’s details being published on this website.

See who is currently applying for a licence.

Current applications

Objection forms can be sent to REA

Email: licensing@rea.govt.nz

Post: The Registrar, Real Estate Authority (REA), PO Box 25 371, Wellington 6140

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