Complaints Process

Complaints Process


Your satisfaction is very important to us and so we take any complaint you wish to make very seriously.  Below outlines the various options you have to make a complaint should you need to.

The Process

Diagram of how the complaints process is managed.

For First National Te Awamutu

Agents, Branch Managers and Salespersons licensed (“Licensee”) under the Real Estate Agents Act 2008 (‘the Act”), have in addition to various other requirements of the Act, a duty of professional care and conduct.

In the event that any prospective client, client or customer feels they have not received the level of professional conduct judiciously required by a Licensee then they have the right to address those concerns with the Licensee or with the Real Estate Agents Authority; or both.


First National Group NZ Limited In-house Complaints Process

Members of the First National Group of independently owned real estate offices have established an in-house complaints process in accordance with the requirements of the Real Estate Agents Act 2008 – Professional Conduct and Client Care Rules.

Information about the complaints process is available along with a complaint form.

Complaints in relating to a Licensee should be directed, in the first instance to the relevant office of such Licensee and can be made either directly in person or in writing via e-mail or post; or on-line.

Complaints relating to a Licensee can also be directed to the National Office of First National Group NZ Limited and must be made in writing to the Chief Executive Officer

Click here to make a formal online complaint.


c/-  First National Group NZ Limited
PO Box 276095
Auckland 2241


Making a complaint through the Real Estate Authority (“REA”)

A Licensee must ensure that prospective clients, clients and customers are aware that they may access the REA’s complaints process without first using the in-house procedures, and that any use of the in-house procedures does not preclude their making a complaint to the REA.

Complaints in respect of a License directed to the REA can be made via the following:

The Real Estate Authority
PO Box 2537
Featherston Street
Wellington 6146