REIWA is not directing complaint callers to the industry regulator

6/4/04
Consumer and Employment Protection Minister John Kobelke has rejected claims by the Real Estate Institute of WA (REIWA) that it was advising all complainants of their legal rights.
Mr Kobelke was responding to published comments of a REIWA spokesman, who was reported as saying 'anyone who made a complaint to the institute was fully informed of their rights and what course of action was open to them'.
"I know this can't be right, because REIWA told me in writing that callers to its advice line were not told about their rights to lodge a complaint with the Real Estate and Business Agents Supervisory Board (REBA)," Mr Kobelke said.
"The advice line is often the first point of contact for consumers seeking help on problems, which could potentially become complaints.
"In the interest of openness and accountability, REIWA should be informing all consumers that it is the industry body and not the Government regulator."
The Minister said he had written to the institute again today, suggesting they should be advising consumers who contacted REIWA with questions or concerns about the conduct of a real estate transaction about their right to contact REBA.
"This has a direct relationship to the statutory framework within which the real estate industry operates and within which the transaction takes place and it is important the consumer is aware of who administers that framework and of their rights as provided for in the relevant legislation," he said.
"While REIWA quite rightly looks to the interests of the real estate agents it represents, its commitment to professional industry standards makes it crucial that the institute advises all consumers that they have the right to complain to the industry's regulator, REBA."
Mr Kobelke said the increase of more than 60 per cent, in the number of real estate complaints in WA in four years indicated that we could not afford to be complacent and that ongoing monitoring and immediate attention to areas of risk must be a priority.
Minister's office: 9222 9211