Complaints

The CMRAO’s complaints process provides an impartial assessment of concerns regarding the condominium management services provided by licensed managers and management companies.

The Complaints process

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.

Code of Ethics

To promote public protection and a high standard of condo management services, the CMRAO will support compliance through the 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 Appeals Committee.

Handling complaints is an important part of public protection and promoting ethical and competent condo management services across Ontario. The complaints process 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]

Resources Available Through the Condominium Authority of Ontario (CAO)

The Condominium Authority of Ontario (CAO) 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 about 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:

Submit a Complaint

The CMRAO works in the public interest to build trust in condo management services and protect condo communities. Please use this form to make a formal complaint against a condo manager or management company licensed by the CMRAO. Provide as much detail as possible to help us assess your complaint.