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.  Read the REA Code of Conduct here.

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 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.

Click here to make a formal email complaint to our Managing Director.

Information about the complaints process is available along with a complaint form >> click here for more information

Complaints in relation 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 online.

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 General Manager

New Zealand Manager
c/-  First National Group NZ Limited
PO Box 11575
Auckland 1542


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
c/- PO Box 25-063
Wellington 6146