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contact us
A user-pay service for consumers who are seeking information on real estate/agency related matters. It also provides information on duties of agents. It is not intended to replace legal advice. Where possible callers will be directed to appropriate bodies for further information. The service costs $1.65 per minute (higher charges will apply from mobile and public phones).
Hours of operation: 9.00am - 1.00pm, 2.00pm - 5.00pm (Monday - Friday)
You need to determine if the real estate agency is a member of the Real Estate Institute of New South Wales (REINSW). On the right side menu there is a ‘Find a member agent’ box. Type in the suburb/town or postcode you wish to search, and then click on ‘Go’. That will show a list of all member agents at the specific suburb/town. If the agency you are searching for is not listed, it will not be a member. We cannot investigate complaints against agencies that are not members.
A complaint against a member agency must be submitted in writing in an envelope marked ‘Confidential’ and addressed to:
The Secretary
Professional Standards
Real Estate Institute of New South Wales
PO Box A624
SYDNEY SOUTH NSW 1235
When a complaint is made against a member of the Institute, we would normally forward a copy of the letter of complaint to the member to seek their response. To investigate any matter, and in compliance with the Privacy Act, you need to state in your letter of complaint that you grant permission for the REINSW to send your letter to the agent in order to seek their response.
Upon receiving a reply from the agent, we will write to you advising you of the result of our investigation.
The role of REINSW is to maintain a high standard of professional practice and to improve the professional standards of our members by promoting on-going training and education. Please note that we do not have the power to award compensation against our members and that membership of the Institute is not compulsory. The regulatory and licensing body for real estate agents in New South Wales is the Office of Fair Trading.
If you wish to seek compensation for loss or damage, it is important that you obtain your own legal advice as to your rights and appropriate legal action, or contact the Office of Fair Trading whose address is as follows:
Office of Fair Trading
Specialist Support & Services Unit
PO Box 972, Parramatta, NSW 2124
Telephone: (02) 9895 0297
Fax: (02) 9895 0274
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