RECO Trust in Real Estate Services Act RECO Code of Ethics Advertising Guidelines 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) 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. 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. 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. 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. 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. 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) 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 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. 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. 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. 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. 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. 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) 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 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. RECO Registration and Renewal Every agent and broker in Ontario must be registered with the Real Estate Council of Ontario (RECO) to legally trade in real estate. This section outlines the complete process for both initial registration and bi-annual renewal, ensuring that agents remain compliant under TRESA. RECO Registration – New & Renewing Agents Applies To: New Sales Representatives, Brokers, and All Renewing Registrants Purpose: To ensure timely, accurate, and compliant registration or renewal with the Real Estate Council of Ontario (RECO) under the guidelines of TRESA and Century 21 Heritage Group Ltd. Step 1: Initial Eligibility Before applying, the applicant must: Be 18 years of age or older Have a valid Canadian address Have completed RECO’s required education program through Humber College (Pre-Registration Phase for new agents) Be legally entitled to work in Canada Be associated with Century 21 Heritage Group Ltd., who will sponsor the registration Step 2: New Registration Process 1. Set up a MyRECO account: Go to myRECO Certificate Portal and create an account. 2. Submit Application: Complete the Application for Registration form online. You will need: Certificate of Completion from Humber College Government-issued ID Completed criminal record check (must be recent) Signed Sponsorship Form from Century 21 Heritage Group Ltd. Payment for RECO registration fee 3. Wait for RECO Approval: Once approved, RECO will issue your registration certificate and license number. 4. Notify your Office Manager: Submit a copy of your RECO Certificate to compliance@century21.ca and ensure your marketing materials (email, signage, business cards) are updated only after RECO approval. Step 3: Renewal of RECO Registration (Every 2 Years) RECO will notify you 60 days prior to expiry. Steps to Renew: Log into your MyRECO account Complete the Mandatory Continuing Education (MCE) modules (available online) Review and update your personal and brokerage information Pay the renewal fee online Download and save your new RECO Certificate Important: You must not trade in real estate if your registration has lapsed. Step 4: Status Change (Transfer, Terminate, Reinstate) To transfer to or from Century 21 Heritage Group Ltd.: Notify your Office Manager and submit necessary RECO forms Wait for RECO confirmation before practicing under the new brokerage To terminate your registration: Notify RECO and your brokerage in writing Return all branding, marketing materials, and client files as directed To reinstate a lapsed license: Contact RECO within 2 years of expiry Complete any required courses or fees before returning to active status Step 5: Brokerage Responsibility Century 21 Heritage Group Ltd. will: Submit sponsorship confirmation to RECO Track upcoming renewals and notify agents of deadlines Maintain up-to-date records for compliance purposes Important Reminders: Keep your contact information updated in RECO’s portal Always renew before the expiry date Without an active RECO registration, you cannot trade, advertise, or represent clients RECO Registration Renewal Process Applies To: All Sales Representatives and Brokers with active RECO registration Purpose: To ensure all agents renew their RECO registration on time to avoid suspension, fines, or termination from their real estate board (TRREB or otherwise). Step 1: Know Your Expiry Date RECO registration must be renewed every 2 years Your expiry date is listed on your RECO certificate and visible in your MyRECO Certificate Portal Century 21 Heritage Group Ltd. recommends that you renew at least 7 days before your expiry date. RECO has been known to delay processing late or last-minute submissions. Step 2: Watch for the Reminder RECO sends a renewal reminder 60 days prior to expiry An internal reminder from the brokerage will also be sent Step 3: Complete Mandatory Continuing Education (MCE) Before you can renew, you must complete your MCE program, available through your MyRECO account. If you don’t complete the required MCE modules, you cannot submit your renewal. Step 4: Submit Your Renewal Login to myRECO and: Confirm/update your contact info Upload any required documents Complete your MCE if not already done Pay the renewal fee by credit card RENEW AT LEAST 7 DAYS IN ADVANCE. Do not wait until the day before expiry — RECO may not process it in time, even if submitted. Step 5: Notify the Office Once renewed, email your new RECO Certificate to your front desk. Your file will be updated and your board status confirmed. If You Miss the Deadline If your RECO registration expires: You must IMMEDIATELY cease all trading activities. This includes marketing, showings, negotiations, or representing clients in any form. You MUST terminate from your real estate board (e.g., TRREB) within 24 hours of expiry. If this is not done, the board will issue fines for unauthorized membership. You will also be removed from: Brokerage email and internal platforms Board MLS® access Office signage and marketing materials You may request reinstatement only after RECO confirms renewal, and you have rejoined your board. Reinstatement (After Expiry) If you miss the renewal window, RECO may allow reinstatement: You have up to 2 years to reinstate without redoing your education, but must pay applicable late fees The brokerage may require additional retraining or compliance sign-off before reactivation