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.