Information for Sellers/Potential Sellers and Buyers/Potential Buyers

Highland Real Estate Group Limited is licensed under the Real Estate Agents Act 2008 and therefore our agents, managers and salespersons are bound by the Real Estate Agents Act (Professional Conduct and Client Care) Rules 2009 required by section 14 of the Real Estate Agents Act. The rules should be read in conjunction with the Act and regulations.

As required under the rules, Harcourts 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 Harcourts in-house procedures; and any use of our in-house procedures does not preclude you from making a complaint to the Authority.

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 a Harcourts agency agreement.)

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 a Harcourts sale and purchase agreement.)

Harcourts is committed to handling any complaints or disputes that do arise professionally, fairly and expeditiously.

Our standard in-house procedure is outlined below:

1. Any client or customer who wishes to make a complaint will be referred to the manager.

2. If the complainant is not satisfied with the response received from the manager they can make a written complaint to Highland Real Estate Group Limited preferably using the Harcourts Complaint Form. (See Contact details below)

3. Highland Real Estate Group Limited will acknowledge receipt of the complaint and commence a review, which if deemed necessary may involve discussion with all relevant parties.

4. Highland Real Estate Group Limited will respond to the complainant upon completion of its review of the complaint.

5. If the complainant is dissatisfied with the outcome Harcourts will suggest a further course of action.

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 Harcourts in-house procedure does not preclude a customer or client from making a complaint to the Authority.

Harcourts Queenstown
PO Box 111, Queenstown 9348

Phone: 03 441 0777