# 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](https://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.