Complaints Process – Shani Kumari (in partnership with Arizto Limited)
In accordance with Rule 12 of the Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012

Introduction

As required by law, Shani Kumari, a licensed real estate professional working under Arizto Limited, follows an approved in-house complaints and dispute resolution procedure. This process is designed to offer a fair and transparent way to address concerns about service you’ve received from Shani or her affiliated team.

You are not required to use this procedure — you may contact the Real Estate Authority (REA) directly at any stage.

In-House Complaints Procedure

Our goal is to resolve your complaint efficiently and respectfully. Here’s how the process works:

Step 1: Initial Contact

Please contact our support team or Shani Kumari directly to raise your concerns. Let us know:

• Who your complaint is about

• What happened

• How you would like the matter resolved

Step 2: Written Complaint

You may be asked to put your complaint in writing so it can be thoroughly investigated. Once received, we will discuss the matter with those involved and aim to respond in writing or by phone within 10 working days. We may invite you to a meeting to talk through the issue and reach a resolution.

Step 3: Our Proposal

If a resolution isn’t agreed upon at the meeting (or if a meeting isn’t held), we’ll provide you with a written resolution proposal.

Step 4: Your Response

If you disagree with our proposal or wish to suggest changes, please respond in writing within 5 working days.

Step 5: Resolution or Mediation

If we accept your response, we’ll do our best to implement it promptly. If we don’t agree, we may suggest mediation to resolve the issue together.

Step 6: Conclusion

If mediation isn’t agreed upon or accepted, our internal process will conclude. You may then contact the Real Estate Authority directly if you haven’t already done so.

Contact for Complaints

Shani Kumari – Licensed Salesperson
In partnership with Arizto Limited
📧 shani.kumari@arizto.co.nz
📞  +64210473599

Arizto Head Office
📧 support@arizto.co.nz
📞 0800 540 550
📍 c/o Evolution Legal, Suite 8 Floor 1, 72 Dominion Road, Mount Eden, Auckland 1024, New Zealand

Real Estate Authority (REA)

The REA is the independent government regulator for New Zealand’s real estate industry. They oversee agent conduct, provide consumer education, and handle complaints independently.

REA Contact Details:
📧 info@rea.govt.nz
📞 0800 367 732
📍 PO Box 25371, Featherston Street, Wellington 6146
🏢 Level 4, The Todd Building, 95 Customhouse Quay, Wellington
🔗 Website: www.rea.govt.nz

Additional Resources

• Agency Agreement Guide

• Sale and Purchase Agreement Guide

• Search the Public Register of Licensees

• REA Complaint Process Details

You’re also protected by consumer legislation such as the Fair Trading Act 1986 and the Consumer Guarantees Act 1993.