Code of Client Care

REAA Code of Conduct

Cox Partners is licensed under the Real Estate Agents Act 2008 and therefore we are bound by the Real Estate Agents Act (Professional Conduct and Client Care) Rules required by section 14 of the Real Estate Agents Act. The rules should be read in conjunction with the Act and regulations.

Cox Partners has an in-house Complaints and Disputes Resolution Procedure (See Below).

Please note: you may access the Real Estate Authority’s complaints process without first using our in-house procedures; and any use of our in-house procedures does not preclude you from making a complaint to the Authority.

Information for Residential Property Sellers/Potential Sellers

If you are considering listing a residential property you should ensure you have been given a copy of the New Zealand Residential Agency Agreements Guide prepared by the Real Estate Agents Authority. (Please note: you will need to acknowledge in writing receipt of the guide before you sign an agency agreement.)

Information for Residential Property Sellers/Buyers

If you are considering either selling or buying a residential property you should ensure you have been given a copy of the New Zealand Residential Property Sale and Purchase Agreements Guide prepared by the Real Estate Agents Authority. (Please note: You will need to acknowledge in writing that you have received the guide before you sign an agreement for sale and purchase.)

Cox Partners Complaints and Disputes Resolution Procedure

Cox Partners is committed to handling any complaints or disputes that arise professionally, fairly and expeditiously. Our standard in-house procedure is outlined below:


STEP 1: Contact us immediately

Call Cox Partners on (06) 835 4321 and ask to speak to the Managing Director, Malcolm Cox. Tell him who you are complaining about and what your concerns are. Let him know what you would like done about your complaint.


STEP 2: Investigation

The manager may ask you to put your complaint in writing so that he can investigate it thoroughly. He will need a short period of time to talk to the team members involved. We promise to come back to you within 5 working days with a response. That response may be in writing. As part of that response we may ask you to meet with members of our team to help find a resolution.


STEP 3: Proposed resolution

If we are unable to come to an agreed resolution after a meeting, or if you don’t wish to meet with us, then we will provide you with a written proposal to resolve your complaint.


STEP 4: Confirm resolution

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


STEP 5: Implement resolution

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 6: Mediation

If we agree to mediate the complaint but don’t settle the complaint at mediation, or we do not agree to mediate the dispute then that will be the end of our process.

Please note: Customers or clients may access the Real Estate Agents Authority’s complaints process without first using our in-house procedure; and any use of our in-house procedure does not preclude a customer or client from making a complaint to the Authority.

 

For more information contact: Malcolm Cox, Cox Partners Estate Agents, 259 Emerson St, Napier, Phone (06) 835-4321, malcolm@coxpartners.co.nz