How complaints are handled

Once a complaint is received, the CMRAO may first attempt to resolve the issue between the complainant and the licensee. That could include engaging the parties in considering how to settle the matter. Some complaints may require an inspection or investigation to carefully gather information from people and records.

The Registrar may also decide to do any of the following:

  • give the licensee a warning
  • require the licensee to take further educational courses
  • refer alleged breaches of the Code of Ethics to the Discipline Committee (starting February 2018)
  • suspend, revoke or add conditions to a licence
  • refuse to renew a licence
  • refer the matter to be investigated for a possible offence under the Condominium Management Services Act, 2015
  • take other appropriate action

A licensee will be able to appeal the Registrar’s proposal to suspend or revoke a licence, place new conditions on a licence or refuse to renew a licence. The Licensing Appeals Tribunal will handle the appeal.

Beginning February 2018, alleged violations of the Code of Ethics may also be referred to the Discipline Committee, which will schedule a hearing. A hearing is conducted like a court proceeding to ensure fairness and transparency.

Following a hearing, the Discipline Committee can make the following orders:

  • Require the licensee or the principal condo manager of the licensee to take further educational courses.
  • Require the condo management services provider to fund educational courses for condo managers employed by the licensee.
  • Impose a fine (maximum $25,000) to be paid by the licensee to the administrative authority.
  • Fix and impose costs that the licensee is required to pay to the administrative authority.

Discipline decisions may be appealed. The Discipline Appeals Committee may make any of the above orders, or overturn, affirm or modify the order of the Discipline Committee.