Complaints & disputes.
We want to hear when something hasn't gone right. Here's how to raise it with us, and your rights to escalate further if needed.
Last updated · 15 May 2026
Motu Real Estate Limited operates under the Real Estate Agents Act 2008 and the Real Estate Agents Authority's Code of Conduct. We are committed to dealing with complaints fairly, promptly, and respectfully. If you have a concern, we'd like a chance to put it right.
Three steps, in this order.
Talk to us first
Most concerns can be resolved with a direct conversation. Get in touch and explain what's gone wrong. A phone call is usually the fastest way to a resolution.
We will listen, ask questions, and aim to come back to you with a response or a clear next step within 5 working days.
Formal in-house complaint
If you're not satisfied with our initial response, you can raise a formal complaint in writing. Please email a clear description of the issue, the dates and people involved, and what outcome you're looking for. Send it to:
We will acknowledge your complaint in writing within 3 working days and aim to provide a full written response within 15 working days. If the matter is more complex, we'll let you know and agree a reasonable timeframe with you.
Real Estate Authority (REA)
If you remain dissatisfied after our in-house process, you have the right to make a complaint to the Real Estate Authority. The REA is the independent government body that regulates real estate agents in New Zealand. They can investigate complaints about licensee conduct and order remedies if needed.
You can complain to the REA at any time (you don't have to come to us first), though a direct conversation is often the quickest way to reach a resolution.
Privacy concerns follow a separate path.
If your concern is about how we have handled your personal information, you can complain to us using the steps above, or directly to the Office of the Privacy Commissioner. See our Privacy Policy for more detail.
What you can expect from us.
We'll listen.
No defensiveness, no jargon. We want to understand what went wrong from your perspective.
We'll respond on time.
Acknowledgment within 3 working days. Full response within 15 working days unless we've agreed a different timeframe.
We'll keep your right to escalate.
Coming to us first does not affect your right to take a complaint to the REA or any other regulatory body at any time.