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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.

 

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