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Make a complaint

This page explains how you can complain about the conduct of a real estate professional, what you can complain about and what happens after you make a complaint.

What can you complain about?

You can complain about the conduct of any real estate professional. These are salespeople, agents, branch managers or directors.

Conduct can include:

  • How a real estate professional carries out or manages real estate agency work.
  • The standard of personal behaviour of a real estate professional.

Real estate professionals are bound by a Code of conduct and all real estate agencies must have procedures to deal with complaints.

Resolving problems before they become complaints

It’s a good idea to talk to the agency first as this may be the quickest way to resolve the problem. If you are not satisfied, then you can complain to us.

How to make a complaint

Information sheets on how to make a complaint to REA

Making a complaint

You can make a complaint by yourself, with another person, or on behalf of another person. We have a complaint form to help you.

Make sure to

Resources to help you make a complaint

We will support people to make a complaint. This may include recording the details of the complaint, arranging translation services or other support that you may need. If you need help to make a complaint, contact our team.

What can't we help with?

There are some issues we’re not able to help you with:

  • We can’t get involved in a real estate transaction or stop a sale going through. If you find yourself in that situation, you need to talk to a lawyer.
  • We can’t assist with most complaints about residential property management.

If we’re unable to help you with your complaint, we’ll explain why and help you decide what else you can do. There may be other organisations who can help.

See other avenues of support for your complaint

What can we help with?

We are responsible for dealing with complaints about the conduct of real estate professionals. You can complain to us about:

  • Work that does not meet reasonable expectations.
  • Work that is incompetent or negligent.
  • Work that breaches the Real Estate Agents Act 2008, or any related regulations or the Code of Conduct.
  • Conduct outside of work that would be regarded as disgraceful.

What happens after you make a complaint?

We will let you know we have received the complaint within three working days:

  • We will consider the issues raised in the complaint.
  • We may contact you to make sure we’ve understood the complaint.
  • If we cannot deal with the complaint, we’ll let you know why.
  • If we can deal with the complaint, we’ll let you know the next steps.

Learn more about REA’s complaint process

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