In House Complaints Process
(Real Estate Agents Act 2008 – Professional Conduct and Client Care Rules 2009)
- Should a complaint arise it should be made in writing to the Principal of the Company – Gerald Harbinson
- The Principal Officer will review the issues raised and will respond to the complainant within two working days with a proposal for the resolution of the complaint.
- If the proposal is accepted and the resolution effected it will be acknowledged by the complainant.
- If the proposal is not accepted then the Principal Officer would recommend independent mediation.
- If mediation is accepted, then the process is pursued as expeditiously as possible. If successful the resolution is acknowledged by both parties.
- If independent mediation is unsuccessful then the complaint will be forwarded to the Complaints Assessment Committee of the Real Estate Authority for determination in accordance with Section 79 of the Real Estate Agents Act 2008 and Gerald Harbinson Real Estate Ltd will use its best endeavours to assist with the determination.
Please note that whilst this process is recommended, any prospective client, clients and customers may access the Real Estate Authority’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 Authority.