If you are the subject of a complaint

RECO understands that being the subject of a complaint can be stressful. All complaints are taken seriously, but please keep in mind that the complaint is only alleging misconduct. Nothing has been proven and RECO does not make any assumptions or determinations about the merits of the complaint or what the outcome might be before the involved parties have an opportunity to present their account of the events and supporting evidence.

What are my rights in the complaints process?

The complaints process is intended to be fair to all participants. Here are your rights:

• You have the right to be notified of the complaint with sufficient detail to be able to respond fully to the allegations.
• You have the right to have the complaint dealt with in a timely and unbiased manner.
• You have the right to seek legal advice and to be represented by counsel if you so choose.
• You have the right to receive the complaint decision in writing, including the action taken by RECO.

Note: A copy of the decision will also be sent to your broker of record and to the complainant.

You are required to respond to the complaint and provide any information requested by RECO. You must not obstruct or attempt to obstruct RECO from making a written request for information with respect to a complaint or from receiving accurate or complete information in response to such a request.

How will I know I am the subject of a complaint?

You and your broker of record will be notified in writing about the complaint. You will be provided with the details of the complaint.

What will I need to do?

Carefully review the information provided to you and consider discussing the matter with your broker of record or a legal advisor. RECO is unable to provide legal advice on the matter or refer you to a lawyer. The Law Society of Ontario offers a legal referral service on their website that may be of assistance to you.

You are required to provide a written response to the allegations made in the complaint within a specified timeframe, providing any information, documents or other items RECO requests. It is important that you provide a full chronological response of the events surrounding the complaint and include copies of all supporting information or documentation.  You should also provide the names and contact information of anyone who may have information or may have witnessed the events that led to the complaint.

A detailed response, along with all relevant supporting information and documentation will allow RECO to address the complaint appropriately and will minimize unnecessary delays.

Send copies of documents. Do not send original documents with your response. You should retain any original documents in case they are required at a later date.

You may be interviewed as part of RECO’s investigation of the complaint.

Where do I send my information?

Your response to the complaint must be in writing. It can be submitted through the online response form in MyWeb, or by email, mail, or courier to:

Email: csresponse@reco.on.ca

Real Estate Council of Ontario
3300 Bloor Street West
Suite 1400, West Tower
Toronto, ON M8X 2X2
Fax: 416-207-8851

All correspondence regarding the complaint should include the reference number indicated in the notification of complaint you received from RECO.

What happens after I send in my information?

Once RECO has received your response, it will be reviewed along with other complaint-related information gathered by RECO. All information, documents, and other evidence will be considered before a decision is made. You will be notified of the decision in writing.

Consider seeking legal advice during the complaints process. This is particularly important if the complaint leads to a hearing or other legal proceeding. The Law Society of Ontario offers a legal referral service on their website that may be of assistance to you.