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Programs&Initiatives history organization chart
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Real Estate Guarantee Association

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System for Processing Grievances and Reimbursement Services

Real Estate Guarantee Association

System for Processing Grievances and Reimbursement Services

General Process for Resolving Grievances

1. Grievance made by a consumer

Grievance reception form submitted (with documentation)

2. Member notified to appear for an investigation

Appearance notification sent (with letter of explanation)

3. Consumer and member interviewed regarding the situation

 by the Transaction Consultation Committee at a Regional Chapter
(documents submitted)

4. Verification application submitted (with documentation)
by the consumer based on reimbursement service terms and conditions

(Article 14 of Reimbursement Service Terms and Conditions)

5. Petition made to the Reimbursement Committee following investigation
by the Regional Chapter Transaction Consultation Committee.

Verification application, grounds for verification petition, etc. and investigation of documents submitted

6. Reimbursement Committee convened

Validity of verification consideration and notification made to the petitioner through the Regional Division (Article 19 of Reimbursement Service Terms and Conditions)

7. Refund procedures

  • In the case verification is accepted, the petitioner is informed of refund procedures for reimbursement guarantee money (Article 64.8 of Building Lots and Buildings Transaction Business Law) Documents required for refund procedures sent.
  • Authorization for refund procedures received from the petitioner and procedures to execute security rights conducted at the Tokyo Legal Affairs Bureau.
  • Check (refund amount) sent from the Tokyo Legal Affairs Bureau refunded to the petitioner through the Regional Division.

8. Procedures after refund

  • Based on notification from the Minister of Land, Infrastructure and Transport, reimbursement guarantee money deposited with the Tokyo Legal Affairs Bureau in the amount equivalent to the amount of guarantee money refunded through execution of security rights (Article 64.8.3 of Building Lots and Buildings Transaction Business Law).
  • Claim made to member or former member for payment of refund amount equivalent to amount of reimbursement guarantee money refunded (Article 64.10 of Building Lots and Buildings Transaction Business Law).
  • In the case the refund amount is not paid, notification is made regarding the member losing its status (Article 64.10 of Building Lots and Buildings Transaction Business Law) Report prepared on forfeiture of the employee's license and submitted to the Minister of Land, Infrastructure and Transport or the prefectural governor and certification form for employee license forfeiture delivered.
  • Public notification of recovery of reimbursement guarantee money charged to the member.