The CMRAO works in the public interest to build trust in condominium management services across Ontario. Handling complaints is an important part of our consumer protection mandate to promote ethical and competent condominium management services in Ontario. Our actions are guided by the Condominium Management Services Act, 2015 (CMSA), the legislation that established the CMRAO and authorizes our regulatory activities.

Those parameters are especially significant when it comes to our complaints handling process. According to section 57 of the CMSA, the Registrar may do any of the following in response to a complaint:

• Attempt to mediate or resolve the complaint
• Give the licensee a written warning
• Require the licensee to take further educational courses
• Refer the matter to the Discipline Committee
• Suspend, revoke, or refuse to renew a licence, or place conditions on it
• Take further action as is appropriate

The CMRAO’s mandate is restricted to concerns related to the actions (or inactions) of licensed condominium managers and management companies, and violations of the CMSA and its regulations, including the Code of Ethics. When the CMRAO receives complaints related to condominium boards, they tend to fall outside our mandate, so the CMRAO may not be able resolve them. The same is true for many of the complaints we receive related to repairs within a condominium unit, access to condo records, or the results of board elections – these matters are generally beyond the scope of the CMRAO’s mandate.

Of the complaints we receive that are within our mandate, we follow a fair process that treats each complaint received with the proper diligence, consistent with our commitment to fulfilling this important aspect of our consumer protection mandate.