The CMRAO’s complaints process provides an impartial assessment of concerns regarding the condominium management services provided by licensed managers and management companies.
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.
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.
The Condominium Authority of Ontario (CAO) aims to improve condominium living by providing services and resources for condo owners, including:
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.
There are other resources on the CAO website that provide useful information related to condo governance and decision-making: