Working in a self-regulated industry is a privilege that comes with an important responsibility. Collectively, real estate agents must hold each other to the high standards of industry rules and legislation to protect the REALTOR® brand.
Clear communication is key
If you encounter an issue with another member, it’s a professional courtesy to bring the concern to their attention before escalating to file a formal complaint. Whether it’s an advertising concern or a mistake on a listing, a brief, direct conversation with the other member (or the agents’ brokers speaking to each other) can have positive results by saving time and building professional relationships.
What may be perceived as an intentional breach of a rule may just be a simple misunderstanding. If you provide your peer with the opportunity to directly address your concern, the situation may be resolved faster than filing a complaint, plus eliminate any stress that could result from filing a formal complaint.
Remember, CREB® REALTORS® are bound by professional conduct that requires them to attempt to resolve any issues at the brokerage level first. We recommend that any brokerage resolution be documented well and, where possible, in writing.
Filing formal complaints
If you are not able to find a sufficient resolution after the agents’ brokers have spoken to each other, you can file a formal complaint against a member. If you lodge a formal complaint, a written submission must be received within one (1) year of when the conduct occurred or the issue was discovered.
Components to include when submitting a formal complaint:
- The completed Complaint Form
- A detailed account of what has happened (including which CREB® Rule or REALTOR® Code Article has been violated, if known).
- All supporting documentation.
- A letter or email from your broker supporting the complaint
Please note that when you submit a complaint, your name and full complaint details will be released to the other party.
Did you know?
CREB®’s dispute resolution process includes an Arbitration division. If a there is a commission dispute that is unable to be resolved between the brokerages involved, the file can be arbitrated in accordance with the Alberta Arbitration Act to determine fee entitlement.
For more information, please contact CREB® member practice at 403-781-1336 or crebmp@creb.ca.
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