Complaint management and collaboration with the OACIQ

In real estate brokerage practice, a complaint is the expression of dissatisfaction with the service or behaviour of a licensee, director or employee of a real estate agency.

It can take the form of a denunciation, alleged violation, formal demand, or even legal proceedings. It can be expressed verbally or in writing by either a member of the public or a licensee. The complaint may be filed by a person who claims to be the "victim" of the alleged acts or by any other person. Clients, stakeholders, business partners and any other member of the public can be the source of a complaint.

WHY A GUIDELINE?

This is a reference tool on which your decisions can be based, especially in terms of compliance. This guideline clarifies the OACIQ’s expectations and sets out proper practices to ensure licensee compliance. It helps agency executive officers and real estate agencies to develop a comprehensive and effective compliance program.

How to navigate in this tool?

Click on the different themes presented below.

You will find explanations that will provide you with reliable tools to meet your obligations.

As this is an evolving tool, add this page to your favourites and visit it often!