The real estate agent
An agent is not allowed to mislead you – if you ask a question they must give an honest answer. If you have a problem try to resolve it with the agent or the firm first and if you’re still not happy contact the Real Estate Institute. They’re currently responsible for the good practice of real estate agents. They can’t compensate you, but they can discipline dishonest agents, and have a fidelity fund that protects your deposit. If you’re after compensation, you may need a lawyer.
Please note there are proposals to change the law, and there is likely to be a new authority responsible for licensing real estate agents and investigating complaints.
Your lender or insurer
Most banks and insurance companies have a complaints procedure you can use. Usually you’ll need to talk to the person you’ve been dealing with first or write in with your complaint. If you’re not happy with the outcome you can contact a banking or insurance ombudsman who will look into your complaint and may award compensation. If you’re not happy with their decision you still have the right to take legal action.
A valuer
Your best protection is to choose a registered valuer, preferably one your lender is happy with. If there is a problem, discuss it with your valuer first, or if that doesn’t help try contacting the Property Institute of New Zealand for advice. There’s a Valuers’ Registration Board which investigates formal complaints. They can deregister valuers but can’t award compensation, so if you lose money because of the valuer you may need to take legal action.
Getting the right advice
Who? How? Where?
NZ Institute of Architects Incorporated Most architects belong to this organisation. They have a range of publications on services architects can provide and a list of registered members on their website.
09 623 6080 www.nzia.co.nz www.architecturenz.net Banking Ombudsman The Ombudsman helps if there are problems
with your lender that you can’t resolve by other means.
0800 805 950
www.bankombudsman.org.nz Insurance and Savings Ombudsman The Ombudsman helps resolves disputes with
member organisations. 0800 888 202 www.iombudsman.org.nz
KiwiSaver Inland Revenue provides information on
KiwiSaver. Find out how it works, how to join and how it could help you buy your first home.
0800 549 472 www.kiwisaver.govt.nz
Getting the right advice
Useful contacts
You might like to start your research by visiting us at www.westpac.co.nz. Click on ‘Buying a house’ or try out our calculators to see what you might be able to borrow or how much rent you could get for your home. Or you could really get things moving by calling us today on 0800 177 277
Who? How? Where?
Consumers Institute Their website has useful information for
people wanting to buy, sell or build a home. 04 384 7963 www.consumer.org.nz Real Estate Institute (REINZ) All licensed agents belong. The Institute
sets standards and can help if you have a complaint about an agent. You can search for properties and find helpful articles on their real estate site.
Call 0800 473 469 and ask for your regional office
www.reinz.org.nz www.realestate co.nz NZ Law Society and your District Law Society They have offices around the country and
provide information on legal services, including a range of online leaflets, There is also a formal complaints service.
Phone your local District Law Society or 04 472 7837
www.lawsociety.org.nz or to find a property lawyer visit www.propertylawyers.org.nz or for the Complaints Service call 0800 261 801
Property Institute of New Zealand (PINZ) All registered valuers belong to the New Zealand Institute of Valuers, which is part of the Property Institute. The Institute sets standards and can help if you have a complaint about a member. Their website lists members.
04 384 7094 www.property.org.nz
QV (Quotable Value) QV provides valuation services and a wide range of online property reports. You can also get quick e-valuations online and look at sales trends. They have offices around the country.
Phone your local office or 0800 164 444
www.qv.co.nz BRANZ (Building Research Association of
New Zealand) BRANZ is based in Wellington, with offices in other centres. They provide a range of building related services, including publications for homeowners and a 0900 (pay) helpline.
Phone your local office or 04 237 1170 www.branz.co.nz
Department of Building and Housing for… • ConsumerBuild
• Tenancy Services • Weathertight Services
The department is responsible for building law. The ConsumerBuild part of their website has a lot of helpful information for people who are building or renovating. The Tenancy Services section has information for landlords including average rents around the country. Their Weathertightness service provides information about leaky homes and has a claims service. Building services 0800 242 243 Tenancy services 0800 836 262 Weathertight services 0800 324 477 www.dbh.govt.nz
Master Builders Federation Both organisations set standards for members’ work and can help if you have a complaint about a member. You can also find a list of registered builders in your area.
0800 269 119
www.masterbuilder.org.nz
Certified Builders Association of New Zealand 0800 237 843
www.cbanz.co.nz New Zealand Institute of Building Surveyors The national body for registered building
surveyors. The website has information on pre-purchase and weathertightness inspections, and lists members who can help when you’re buying or building.
0800 113 400
www.buildingsurveyor.co.nz
IPENZ Professional Engineers Most engineers belong to one or both of these organisations. If you need an engineering report they can provide names of suitable practitioners. IPENZ handles all complaints related to professional competence.
04 473 9444 www.ipenz.org.nz
Association of Consulting Engineers (ACENZ) 0800 500 150