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.

How complaints are handled

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.

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.

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.