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REA Guides & Info

The Real Estate Authority (REA)

The REA is the independent government regulatory body for the real estate industry in New Zealand.
Their job is to promote a high standard of service and professionalism in the real estate industry and help protect buyers and sellers.

They provide information for buyers and sellers, provide advice and guidance for agents and deal with complaints about agents’ behaviour.

The REA is a Crown entity, established under the Real Estate Agents Act 2008.

Complaints Procedure

RE/MAX TOWN TO COUNTRY is absolutely committed to providing you with high standards of service.
If you have a complaint, we will do everything we can work with you to resolve issues quickly and professionally.

Please follow our in-house Complaints Procedure in the first instance.


At Town to Country Real Estate Ltd, we are committed to providing you with excellent customer service. If you have a complaint, we will do everything possible to resolve the matter in a prompt and professional manner.

If we have made a mistake, we would like an opportunity to resolve the problem. If there is a misunderstanding, we will attempt to clarify the situation.

Steps to follow if you have a complaint:

Please contact our Agent who will personally investigate your complaint and come back to you with their findings.

We encourage you to make contact with our Agent by email.

When contacting our Agent, it is important to use the word “complaint” so that he is in no doubt that you are beginning the complaint process.

  • You need to make it clear which licensee “salesperson” you are complaining about.
  • You need to specify the address of the property in relation to your complaint.
  • If your initial contact with our Agent is by telephone, you need to be willing to follow-up your telephone conversation with a detailed explanation of your complaint in writing.

Once our Agent has received your complaint, he will personally acknowledge your response, and will commit to a full investigation of your complaint and will respond in writing within 10 working days to try and resolve the matter with you.

  • Please note Town to Country Real Estate Ltd cannot charge you for looking into your complaint.
  • Town to Country Real Estate Ltd agrees not to take any further action over any monies in dispute while working through the complaint process with you.

Contact Details of our Agent:

Murray Irvine


Town to Country Real Estate Ltd

35b Archibald St, Ashburton

Phone: 0800 REMAX T2C or 0800 736 298


Going to the Real Estate Agents Authority

Once you have been through Town to Country Real Estate’s complaints procedure, and you are still not satisfied with our response, you may wish to complain directly to the Real Estate Agents Authority. You may go directly to their website and follow the complaints procedure outlined there.

Please be advised you are within your rights to access the Real Estate Agents Authority’s complaints process directly without first using our own in– house complaints procedures. Furthermore, using Town to Country Real Estate Limited’s in-house complaints procedure does not preclude you from making a complaint directly to the Real Estate Agents Authority.

For more information visit

What’s in a Sale and Purchase Agreement?

The sale and purchase agreement sets out in writing all the agreed terms and conditions of the sale/purchase.

Terms and conditions in the agreement will include:

-The agreed price

-Chattels that are to be included in the sale, such as fixed floor coverings, whiteware or curtains

-The type of title for instance freehold or leasehold

-Any conditions the buyer and seller want fulfilled before the contract is agreed

-The date the agreement will become unconditional

-The settlement date

-Any deposit the buyer must pay

-The agreement will also set out obligations and conditions that the buyer and/or seller must abide by. These may include what access the buyer may have to inspect the property before settlement and ensuring the property remains insured until the settlement date.

What Happens if the Buyer or Seller Defaults?

The agreement will also cover compensation costs that must be paid if buyer or seller defaults on the terms of the agreement, for example by delaying settlement. You lawyer can explain these conditions to you.

Buyers Deposit and Agent’s Commission

A deposit is usually five to 10 per cent of the purchase price and is normally paid by the buyer, either when the offer is made or when it goes unconditional. The agent will usually take their commission from this deposit when the agreement becomes unconditional. However, the money has to have been in the agencies trust account for 10 working days before they can take their commission.

The Settlement Date

The agreement will also specify the settlement date the date when the buyer pays the rest of the amount agreed for the property usually through their lawyer. This is typically also the possession date, when the buyer takes possession of the property.

More Information – Useful Document Links

New Zealand Residential Property Agency Agreement Guide
English, Chinese

New Zealand Residential Property Sale & Purchase Guide
English, Chinese

REAA Professional Conduct & Client Care Rules 2012

The REAA 2008 Legislation

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