Maintaining professionalism and trust is foundational to the real estate industry. When challenges arise between members, CREB^® provides a structured dispute resolution process designed to ensure concerns are addressed fairly, transparently and in accordance with established rules. 

This article offers a refresher on what members need to know about the process.

Start at the brokerage level

Before initiating a formal complaint, members are expected to make every reasonable effort to resolve issues at the brokerage level. This step reflects the profession’s commitment to collaboration and accountability.

• Involve brokers early in the process.
• Document all attempts at resolution, ideally in writing.

When a formal complaint is necessary

If a satisfactory resolution cannot be reached, members may proceed with filing a formal complaint.

When submitting a formal complaint, members should: 

• File within one year of the incident or of becoming aware of the issue. 
• Provide a detailed, chronological account of events. 
• Include references to any relevant CREB^® Rules, Bylaws, or the REALTOR^® Code, if known. 
• Attach supporting documentation. 
• Provide a letter of support from their broker. 

Members should also be aware that complaint details and the identity of the complainant are shared with the other party to ensure transparency throughout the process.

Members are encouraged to consult the Administrative Justice Guides for a detailed overview of the dispute resolution process. Additional information is available under Dispute Resolution on CREB^®Link. 

For questions or guidance, members are encouraged to contact Member Practice at creb.adminjustice@creb.ca.