Complaint Process

The Eastern Regional Boards (“the Board”) encourages cooperation and communication amongst Members. When there is a problem, it is often due to a misunderstanding. The first step should always be to phone the other salesperson, or have your manager contact their manager.  90% of the concerns seen by the Board’s Professional Standards group can be (and are) solved by a conversation between the parties involved.

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Eastern Regional Boards (ERB)

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When a conversation has not resolved the issue, please give the Professional Standards Department a call at 613-225-2240. They can discuss your problem and see if a solution can be found. If at that point you want to file a complaint, they can guide you through the complaint process. 

Complaints received by the Board are dealt with under the principles of natural justice and due process. Complaints are not anonymous, and a copy of the complaint is forwarded to the person against whom the complaint was filed. This process allows both the Complainant and the Respondent a chance to explain their version of the events that transpired.

When a complaint is received, the Professional Standards Department, under the supervision of the Professional Standards Roster Chair, will make a decision as to jurisdiction based upon a review of the Complaint, a comparison of the RECO Code, the CREA Code, the PropTx MLS® Rules, PropTx Policies, PropTx Code of Conduct, agreements entered into with the Board, any other rule, regulation or policy of the Board. If the complaint is to be addressed, Researchers may be assigned to investigate the matter and collect evidence.

A full summary of the Professional Standards and Discipline Process can be found below.

All aspects of the complaint process are detailed in the  Arbitration and Professional Standards Policies, found below.