Code of Ethics

To promote public protection and a high standard of condo management services, the CMRAO will support compliance through a Code of Ethics, which includes a process for handling complaints. The CMRAO takes complaints seriously by investigating possible breaches of the Code and offences under the Condominium Management Services Act, 2015, working towards resolutions and appropriate corrective actions, and using the Discipline Committee and Discipline Appeals Committee.

Handling complaints is an important part of public protection and promoting ethical and competent condo management services across Ontario. The complaints service will attempt to resolve issues, and may involve a discipline hearing to determine if a licensee violated the Code of Ethics.

View plain language summary of the CMSA and its regulations [PDF]

Complaints

The CMRAO works in the public interest to build trust in condo management services and protects condominium communities. We handle complaints about licensees by conducting inspections or investigations, helping to resolve issues, holding discipline hearings and taking corrective actions.

Anyone can make a formal complaint to the CMRAO about licensed condo management firms, or the behaviour of condo managers, which will be taken seriously and investigated through our complaints process.

Obligations of condo managers

The Condominium Management Services Act, 2015, and its regulations set out obligations and requirements for licensees. Some apply to specific classes of licensees and others to all licensees. A list of these obligations and requirements is provided for reference.

Resources Available Through the Condominium Authority of Ontario (CAO)

The Condominium Authority of Ontario (CAO) is a new organization that aims to improve condominium living by providing services and resources for condo owners, including:

  • easy-to-use information to help owners and residents understand their rights and responsibilities 
  • mandatory training for condo directors
  • resources to help condo owners and residents resolve common issues
  • an online dispute resolution service through the Condominium Authority Tribunal (CAT)

For more information on the CAO and the services it provides, please visit the About the CAO page.

If you are having issues with your condo (including issues related to unit repairs, noise or odours, or condo by-laws, among others), please refer to the Common Issues section of the (CAO) website.

Please note that the CAO cannot accept or investigate complaints about condo board members or condo managers.

There are other resources on the CAO website that provide useful information related to condo governance and decision-making: