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.