Complaints Process

There may be an instance when you feel that you have been wronged or aggrieved and want to make a complaint.

We advise you to consider the following before making a formal complaint:

• Most problems occur because of miscommunication. Talk with your REALTOR® to clarify your concern.
• If that does not provide solutions or satisfaction, take your concern to the managing broker of your REALTOR’s® office.
• If you would like to take the matter further, you’ll need to decide whether it’s a matter for the local Real Estate Board or for the Real Estate Council of Alberta (the regulatory body responsible for administering the Real Estate Act, including licensing).
• The Real Estate Board deals with complaints that involve the code of ethics, standards of business practice, and the Boards bylaws.

As REALTORS®, we accept a personal obligation to the public and to our profession. The Code of Ethics of The Canadian Real Estate Association embodies these obligations.

As REALTORS®, we are committed to:

• Professional, competent service
• Absolute honesty and integrity in business dealings
• Co-operation with and fairness to all
• Personal accountability through compliance with CREA’s Standards of Business Practice.

To meet their obligations, REALTORS® pledge to observe the spirit of the Code in all of their activities and conduct their business in accordance with the Standards of Business Practice and the Golden Rule — Do unto others as you would have them do unto you.

Examples of matters that the board investigates:

• Unethical behavior
• Not treating all parties to a contract fairly

The Board can issue letters of warnings, reprimands, suspend or cancel services as well as assess fines, hearing costs or mandate continuing education. The Real Estate Board is not empowered to award or mediate monetary damages.
Such matters are better dealt with through civil action. Talk to your lawyer.

The Real Estate Council of Alberta handles infractions of the Real Estate Act and its related rules and regulations.

Examples of matters that the Real Estate Council will investigate:

• Mishandling of deposits
• Concealing property defects
• Misrepresentation
• Unauthorized signing of documents
• Unwritten guarantees to resell a property used as an inducement to do business
• Unlicensed person acting as a real estate salesperson
• Secret commissions
• Professional misconduct including incompetence and conduct unbecoming of a licensee

The Council can issue letters of warnings, reprimands, suspend or cancel any license as well as assess hearing costs. Making a complaint to RECA does not prevent a complainant from taking legal action against an industry member or other party. RECA cannot obtain financial compensation for a complainant and RECA’s disciplinary decisions are not recognized by the Courts as proof of the facts alleged in a statement of claim.

The Real Estate Council is not empowered to award or mediate monetary damages. Such matters are more properly deal with through civil action. Talk to your lawyer.