Source: NZ Principals Federation
Real Estate Authority reports increase in complaints in 2024/25 challenging market conditions
Source: Real Estate Authority (REA)
In its 2025 Annual Report released today the Real Estate Authority (REA) reports a 35% increase in formal complaints about the conduct of licensed real estate professionals (licensees) in the year to 30 June 2025. However, only 9% of licensees subject to a complaint had findings of misconduct or unsatisfactory conduct against them. (ref. https://www.rea.govt.nz/assets/2025-UPLOADS/Annual-report/REA-Annual-Report-2024-2025_Digital.pdf )
REA processed the highest ever number of complaints, with many addressed through REA’s early resolution processes. In the financial year to 30 June 2025:
- 487 complaints were received by REA (361 in 2023/24)
- 467 complaints were determined by REA (283 in 2022/24), with 341 addressed through early resolution processes
- 145 decisions were issued by the independent Complaints Assessment Committees (113 in 2023/24)
- 43 decisions were issued by the Real Estate Agents Disciplinary Tribunal.
The top complaint themes related to customer service, skill and care, disclosure and misleading advertising. Poor communication was a common theme in complaints raised. However, REA reported that a large proportion of the complaints considered did not raise issues justifying strong regulatory intervention.
REA Registrar/Chief Executive Belinda Moffat says, “the complaint results indicate that most licensees are continuing to maintain high standards of professional conduct and REA is holding to account those who don’t.”
However, Ms Moffat noted that the increase in consumer dissatisfaction with the performance of real estate agency work needs to be a focus for the industry, and acknowledged that some cases raised complex and serious matters.
“Licensees are expected to maintain high standards and to have the skills to navigate challenging market conditions. Fairness, transparency, skill and care are critical expectations of the conduct regulatory system we oversee.”
REA’s Annual Report outlines that in the year to 30 June 2025, REA undertook a number of initiatives to support real estate licensees to meet high standards, and to provide information to support consumers to confidently engage in real estate transactions.
Initiatives included:
- Issuing guidance for licensees on use of AI in real estate transactions
- Delivery of a high quality continuning professional development programme for licensees attracting 76% satisfaction rate
- Launch of an Instagram account to promote REA’s consumer website Settled.govt.nz
- Release of real estate transation process guides in formats accessible to blind and low vision consumers
- Engagement with a range of real estate sector stakeholders in Wellington, Auckland, Christchurch and Tauranga throughout the year.
REA’s Annual Report illustrates that despite the challenging market and increase in complaints, public confidence in the real estate industry and in REA as regulator remains strong. REA’s 2025 research results found:
- 81% of the public have confidence the real estate industry is well regulated
- 91% of consumers have confidence that the real estate industry is professional
- 97% of consumers found information provided by REA useful.
Chief Executive/Registrar said the increase in complaints highlights the complexity of the real estate transaction process and the importance of consumers receiving high standards of service from the sector. The provision of quality information about the property is important to support good decision-making by parties to a transaction.
“Protecting consumers from harm is at the heart of our work. Our work this year to increase access to and awareness of our consumer website settled.govt.nz, and the wide range of consumer guides we develop for the diverse communities we serve has been particularly important. We are pleased to see how valued these resources are by New Zealanders.”
Despite the slow market, licensee numbers have remained stable with 15,692 active licenses as at 30 June 2025. This included:
- 12,300 salespeople
- 605 branch managers
- 1,930 individual agents
- 857 company agents.
“We were particularly pleased to see the 18% increase in branch managers this year given the important role they play as supervisors of salespeople,” Ms Moffat said.
REA Board Chair Denese Bates KC says;
“The 2025 Annual Report demonstrates that REA is making meaningful progress towards our strategic goals to ensure a high performing and well-regulated real estate industry in which consumers can have confidence.” (ref. https://www.rea.govt.nz/assets/2025-UPLOADS/Annual-report/REA-Annual-Report-2024-2025_Digital.pdf )
About REA
The Real Estate Authority (REA) is the independent government agency that regulates the conduct of licensed real estate professionals in New Zealand. We license people and companies working in real estate, provide oversight of the code of conduct (external link), oversee the complaints and disciplinary process for poor conduct by licensees, provide education and guidance to licensees to assist them to meet their regulatory obligations, and provide information to consumers about the real estate transaction process. REA is governed by a Board. The Chair is Denese Bates KC. REA Chief Executive is Belinda Moffat.
Retirement Commissioner – A roadmap to a better retirement: Review calls for cross-party action
Extend the government KiwiSaver parental leave contribution to $1,000 per parental leave period, regardless of whether the member makes contributions.
Increase Government KiwiSaver contributions for low-income earners.
Actions we can take now – system improvements and innovations
Work with KiwiSaver providers and supervisors to strengthen the regular, anonymised reporting of balances, contributions and withdrawals (including hardship), and improve integration with other administrative data sources.
Improve administrative processes in KiwiSaver, including standardising and optimising hardship withdrawals, and updating payroll systems to better support employer contributions during parental leave.
Design and trial sidecar/emergency savings accounts.
Develop a nationally consistent decumulation framework.
Long-term system stewardship
Put in place a new retirement income cross-party accord.
Establish a Parliamentary working group to set the strategic direction for a 10-year retirement income roadmap.
Download the full 2025 Review of Retirement Income Policies here: https://retirement.govt.nz/policy-and-research/2025-review-of-retirement-income-policies
Notes
The Commission estimates the Government will spend $545 million on KiwiSaver subsidies in the 2025/26 financial year. Assuming no additional funding is currently available, the Commission looked at ways to target government contributions to offset the costs to implement the proposed KiwiSaver reforms.
Making the recommended change for parental leave in the 2025 Review would cost $34 million. The cost of giving KiwiSaver to temporary visa holders is estimated at $40 million.
Stopping the use of total remuneration packages isn’t expected to cost the government directly (outside of as an employer).
That would leave a possible $471 million that the Commission believes should be prioritised for those on lower incomes, given the annual contribution of $260.72 is more significant for these workers than those on higher incomes. The wider discussion of the appropriate role and amount of the Government contribution in the future would form part of the roadmap work.
In this modelling, people would stop getting the government contribution once their income goes over a set limit, although the contribution could be reduced gradually instead. This would need to be checked to see how it affects matters like tax rates.
National accounts (income and expenditure): Year ended March 2025 – Stats NZ information release
National accounts (income and expenditure): Year ended March 2025 – information release
14 November 2025
National accounts (income and expenditure) provides information on domestic production and the resulting income that is available for spending and saving. It also provides an insight into how saving is used and invested between different sectors of the economy.
Estimates updated
The National accounts (income and expenditure): Year ended March 2025 release provides updated estimates, up to and including the year ended March 2024. The exceptions to this are the gross fixed capital formation and capital stocks tables, which provide provisional estimates for the March 2025 year. Estimates beyond March 2024 are included in the quarterly National accounts (income, savings, assets and liabilities) release, which will next be published on 15 January 2026. Provisional data for the household sector has been incorporated in this release annually since National accounts (income, saving, assets, and liabilities): September 2022 quarter.
The January 2026 release will integrate these new annual estimates up to March 2024 as benchmarks, and provide a consistent time series through to the September 2025 quarter. This includes provisional annual estimates for the March 2025 year.
Visit our website to read this information release and to download CSV files:
For media enquiries contact: Media team, Wellington, media@stats.govt.nz“>media@stats.govt.nz, 021 285 9191
The Government Statistician authorises all statistics and data we publish.
National accounts (industry production and investment): Year ended March 2024 – Stats NZ information release
National accounts (industry production and investment): Year ended March 2024 – information release
14 November 2025
The National accounts (industry production and investment) release contains a full reconciled set of detailed industry data on production, investment, and capital stock. It is used to update and maintain the quality of quarterly GDP statistics.
Visit our website to read this information release and to download CSV files:
- National accounts (industry production and investment): Year ended March 2024
- CSV files for download
The Government Statistician authorises all statistics and data we publish.
Retail – Back in Black: Kiwis Brace Themselves for a Big Black Friday
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Australian visitor arrivals increase – International travel: September 2025 – Stats NZ news story and information release
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Health – Productivity Commission final report – Mental Health and Suicide Prevention Agreement Review
The report contributes to improving how governments can work together now and in the future for person-centred, integrated mental health care and suicide prevention in Australia.
It makes recommendations for the National Agreement that aim to enhance the effectiveness, accessibility, affordability and safety of the mental health and suicide prevention system.
The Commission provides an Annual National Progress Report on the implementation of the National Agreement, which has contributed to the review findings. The Productivity Commission made recommendations to improve monitoring and progress reporting on the National Agreement, to better meet the needs of local decision makers, service providers and consumers.
CEO of the Commission, David McGrath, said, “we welcome recommendations to strengthen the National Agreement to better support people experiencing mental health challenges and suicidal distress.”
“We look forward to working with the key stakeholders, including the Department of Health, Disability and Ageing, state and territories, and sector stakeholders regarding the future arrangements stemming from the review’s findings.”
“The Commission welcomes the call for the current Agreement to be extended until June 2027 to allow sufficient time to co-design changes to improve outcomes,” said Mr McGrath.
The Commission and National Suicide Prevention Office provided a joint response to the Productivity Commission’s review in March. Read the submission on our website: http://www.mentalhealthcommission.gov.au/nspo/publications/productivity-commission-submission-mental-health-and-suicide-prevention-agreement-review

