Complaint process
Guidelines for Filing a Complaint
Many times when a misunderstanding arises between a licensee and a consumer, it is often due to lack of communication between the parties. If this has happened to you, the following procedure is suggested to assist you in resolving your problem as quickly as possible.
First, go to the Real Estate Agency
Discuss your concern with the representative directly in an attempt to resolve the matter. You may also bring the matter to the attention of the real estate office manager in charge.
Should the issue not be resolved to your satisfaction, then determine whether it is a matter for the Real Estate Board or the Real Estate Council of BC based on the following:
Real Estate Board
Real Estate Boards deal with complaints that involve their code of ethics, standards of business practice, and the Boards bylaws. The Real Estate Council handles infractions of the Real Estate Act and its related rules and regulations.
Examples of areas boards investigate:- Unethical behaviour
- Not treating all parties to a contract fairly
The REALTOR® Code of Ethics and Standards of Business Practice can be found on the VIREB website at www.vireb.com.
The Real Estate Board is not empowered to award or mediate monetary damages. Such matters are more properly dealt with through civil action. The Board can issue letters of warnings, reprimands, suspend or cancel services or membership as well as assess fines, hearing costs or continuing education. If your concern appears to be a matter for the Real Estate Board, please complete and submit the Complaint Form attached.
Real Estate Council of BC
The Real Estate Council 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 Real Estate Council is not empowered to award or mediate monetary damages. Such matters are more properly deal with through civil action. The Council can issue letters of warnings, reprimands, suspend or cancel any license as well as assess hearing costs. If your concern appears to be a matter for the Real Estate Council, then contact them directly at 1-877-683-9664.
