Making real estate complaints accessible in 400+ languages
The Arizona Department of Real Estate oversees real estate licensees and land developers and investigates complaints made by Arizonans, among many other duties. Consumers contact the Department of Real Estate when they feel they have been harmed in a real estate transaction. Complaints can take the form of advertising violations, kickback schemes that drive up the cost of buying a home, hidden defects like covering black mold with new drywall and even the complete theft of a person's land or home.
Recently, the department had a walk-in customer who only spoke Polish, and all communication and documentation between him and his agent was also in Polish. The department policy at that time was to have the complainant transcribe the evidence into English. Unfortunately, having the complainant transcribe their own evidence compromises the integrity of the investigation and places a sometimes unachievable burden on the consumer. Knowing that the agency is routinely contacted by members of the public who want to file a complaint but are not proficient in English, the Department of Real Estate launched an effort to make the process more accessible.
The agency started looking into translation and transcription services in early February 2024 and were able to negotiate and sign a contract with a statewide vendor within about a month. In March 2024, the Department of Real Estate signed a contract. Translation services are now available in 97 languages on demand 24/7 by phone or, for languages like American Sign Language, by video. Translation services in additional languages require pre-scheduling but are available in more than 400 languages total.
When documenting a complaint, it is critical to collect as many details as possible. When faced with a language barrier, it is nearly impossible to provide the same level of service to a non-English speaking complainant as it is to an English-speaking person.
Now the Department of Real Estate can assist Arizonans who file a complaint or access any of the department’s other services in hundreds of languages. The change will bring equity to Department of Real Estate investigations and allow the agency to better serve all of the people of Arizona.
The agency had its first use of translation services scheduled in March 2024 to help an Arizonan who had questions about obtaining her real estate license but needed a translator in American Sign Language. Team members were very excited to be able to help this customer.
“It truly is an example of equity in action and working to build an Arizona for everyone, and I’m so proud of my whole department for embracing the translation service.”
—Susan Nicolson, Department of Real Estate Commissioner