Handling Complaints & Investigations

Every real estate professional must be prepared to both respond to and address complaints—whether from clients, the public, or RECO itself. This section provides a structured approach for managing complaints professionally, ensuring timely responses, and protecting both the agent and the brokerage.

• Responding to a Complaint (RECO, Public, or Internal)
• Submitting a Complaint to RECO

Responding to a Complaint (RECO, Public, or Internal)

 

Applies To: Sales Representatives, Brokers, Broker of Record, and Managers

Purpose: To ensure that complaints received are addressed professionally, promptly, and in accordance with Century 21 Heritage Group Ltd. policy and RECO’s expectations.

 

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Step 1: Initial Receipt of Complaint

 

Complaints may come from:

• RECO

• A client or member of the public

• Another agent or brokerage

• Internal staff or management

All complaints, regardless of source or tone, must be taken seriously and without defensiveness.

 

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Step 2: Notify Management

 

Immediately forward any complaint to your Manager.

Include:

• The full text of the complaint (email, form, or verbal summary)

• Time and date received

• Any attachments or evidence provided

 

Do not respond independently. Wait for direction from the designated manager or Broker of Record.

 

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Step 3: Review and Triage

 

The Broker of Record or designated manager will:

 

• Assess the complaint for validity and severity

• Determine whether it relates to:

   

  • Advertising

  • Ethics or professionalism

  • Contractual concerns

  • Regulatory breaches

   

If the complaint was submitted to RECO, follow RECO’s response protocol and timelines carefully.

 

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Step 4: Collect Facts & Evidence

 

The agent(s) involved must:

• Provide a written response (factual and professional)

• Submit relevant documentation (e.g., communications, contracts, ads, logs)

• Disclose any previous related issues or conflicts

Do not delete or alter any communications, advertisements, or online material under review.

 

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Step 5: Response Preparation

 

The Broker of Record or manager will:

• Draft or review the official response to the complainant or RECO

• Determine if corrective action is needed (e.g., revised ad, apology, compliance training)

• Communicate next steps clearly to the involved agent(s)

 

 

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Step 6: Corrective Action (If Applicable)

 

If the complaint reveals a breach or oversight:

• Take immediate corrective action (e.g., remove or amend advertisement)

• Document the change and provide proof to management or RECO

• Complete any retraining or policy review assigned

 

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Step 7: Close and Document the File

 

Once the complaint is resolved:

• The file is logged in the Compliance Tracker

• Any resulting RECO communication is saved

• Agent performance files are updated if applicable

 

Internal complaints are followed up to ensure the matter is resolved, and trust is rebuilt.

 

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Important Reminders:

 

• All complaints must be approached professionally and respectfully

• Do not speculate, retaliate, or attempt to resolve it publicly

• Transparency and documentation protect both the agent and the brokerage

• Silence or delay can escalate the matter — always respond promptly through the correct channels

 

Submitting a Complaint to RECO

 

Applies To: Sales Representatives, Brokers, Broker of Record, and Managers

Purpose: To ensure that complaints submitted to the Real Estate Council of Ontario (RECO) are handled professionally, internally reviewed, and submitted properly per RECO’s regulations.

 

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Step 1: Identify the Issue

 

The agent must first identify the nature of the complaint:

• Misleading or non-compliant advertising

• Unethical behaviour or professional misconduct

• Breach of TRESA, RECO Code of Ethics, or REBBA guidelines

• Unauthorized representation, false claims, or improper disclosures

The issue must be documented and evidence-based.

 

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Step 2: Attempt Internal Resolution

 

Before involving RECO, agents must make reasonable efforts to resolve the matter internally:

 

• Inform your Office Manager or Broker of Record

• Attempt professional dialogue with the other agent or their manager (where appropriate)

• Keep written records of all communications and attempted resolutions

Note: RECO requires that brokers or managers attempt resolution before a formal complaint is filed.

 

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Step 3: Escalate to Management

 

If resolution is not achieved, submit the concern to your Manager

Include:

• A written summary of the issue

• All related evidence (screenshots, ad copies, emails, etc.)

• Documentation of attempted resolution (if any)

 

The Broker of Record or Designated Manager will review and determine if it meets the threshold for RECO involvement.

 

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Step 4: Formal Complaint Submission to RECO

 

Only the Broker of Record or Brokerage Manager may file the complaint with RECO.

Required Documentation:

• Completed RECO Advertising Complaint Form or General Complaint Form

• Supporting evidence

• Proof of attempted internal resolution

• Identification of all involved parties (anonymous complaints are not accepted)

Submit to RECO via:

 

• Email: registration@reco.on.ca

• Online: www.reco.on.ca (Complaint Portal)

 

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Step 5: Follow-Up

 

The Broker of Record will monitor and follow up on the complaint as needed.

Agents involved will be updated on:

• Whether the complaint was accepted

• RECO’s request for additional information (if applicable)

• Any outcomes or feedback

 

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Important Reminders:

 

• Do not file frivolous or retaliatory complaints—RECO may view this as abuse of process.

• All complaints must be based on fact and regulation, not personal disputes.

• RECO decisions are independent and final—Century 21 Heritage Group has no control over the outcome.