apm complaints and dispute resolution process

apm aims at all times to act in accordance with the REINZ Code of Practice for Residential Property Management , SCA Code of Conduct for Body Corporate Management . If at any time you feel our service has fallen short of this code, or you have any other concerns, we would appreciate the opportunity to put things right. The following process is designed to hold us accountable and ensure a prompt response.


Call us and speak to the manager.

Residential Property Management – Celia Burbery (General Manager – Residential Property Management & Waiheke Office)

Body Corporate Steve Garland (General Manager – Body Corporate)

Commercial Property Management Martyn Hamilton (Head of Commercial )

All other complaints – Bill Highet (Managing Director)

Tell the manager who you are complaining about, what your concerns are and what you would like done about it.


The manager may ask you to put your complaint in writing so that he or she can conduct a formal investigation. The manager will need a brief period of time to talk to the team members involved. We promise to acknowledge your complaint within 2 working days and respond fully within 5 working days. That response may be in writing. As part of that response we might ask you to meet with us to discuss the complaint and agree a resolution.


If we are unable to come to an agreed resolution after a meeting, or if you don’t wish to meet with us, then we will provide you with a written proposal to resolve your complaint.


If you do not accept our proposal, please try and advise us in writing within five working days. You can, of course, suggest another way of resolving your complaint.


If we accept your preferred resolution, we will attempt to implement that resolution as soon as possible. If we decline your preferred resolution, we may invite you to mediate the dispute.


If we agree to mediate the complaint but don’t settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.

You do not have to follow our in-house complaints and dispute resolution process

The Real Estate Authority does not get involved with Property Management complaints.  apm is however a member of the Real Estate Institute of New Zealand (REINZ) and, even if you use these procedures, you can still make a complaint to REINZ at any time.

The Real Estate Institute of New Zealand

Level 3, 155 Khyber Pass Road

Grafton, Auckland, 1023

PO Box 5663, Victoria St West, Auckland 1142

Ph: 09 356 1755   Email[email protected]