The CMRAO works to protect the public interest by licensing and regulating condominium managers and management provider businesses, maintaining a public registry, and administering a complaints process.

As a condominium owner or resident, when issues arise about actions taken by a condominium manager, it would be helpful to understand what is required when attempting to raise concerns with a regulatory body related to the conduct of its licensees.

Here are a few takeaways that condominium owners/residents should know about regarding how the CMRAO protects condominium consumers:

The CMRAO strengthens the condominium management profession through effective regulatory oversight.

In general, condominium managers are employed by provider businesses (management companies) and serve the condominium corporation under a contract. By law, anyone providing condominium management services in Ontario must meet specific educational requirements and have a valid licence issued by the CMRAO.

In addition to holding a valid licence, condominium managers and management provider businesses are required to abide by legislation, specifically the Condominium Management Services Act, 2015 (CMSA), and the Code of Ethics regulation. For example, by law, licensees are required to act in the best interests of their client, the condominium corporation; this includes fiscal responsibility and acting with fairness, honesty, and integrity at all times. Violating this legislation could lead to a disciplinary process, fines and other penalties, or prosecution (especially in the case of unlicensed practice).

The CMRAO is committed to a fair and transparent complaints process.

Condominium owners/residents who believe that a licensee has violated the legal and ethical obligations required of condominium management providers may submit a complaint to the CMRAO. This will trigger a legal process that requires participation in good faith by all parties involved.

Depending on the nature of the complaint, the CMRAO’s complaint process typically takes fewer than 60 business days from initial assessment to review and decision.

The CMRAO accepts specific types of complaints about condominium management.

When considering whether to submit a complaint, owners/residents should first check to confirm whether their concern is within the CMRAO’s jurisdiction. If not, assistance may be available through the Condominium Authority Tribunal, which helps condominium owners/residents resolve disputes related to issues such as pets and animals, noise or smoke, or parking and storage. Owners/residents can also consider seeking legal advice.

If the decision is to move forward with a formal complaint, documentation will likely be required to support the claim. The CMRAO takes complaints seriously by investigating possible breaches of the Code of Ethics regulation and offences under the CMSA. However, not all complaints received are within the CMRAO’s jurisdiction, which processes very specific types of complaints. Again, review the Types of complaints section to learn more about how the CMRAO may or may not be able to assist you.

Before submitting a complaint, consider alternative solutions first.

In some cases, disputes between owners/residents and condominium managers can be resolved more quickly and easily through informal means. Some options include communicating with the condominium’s Board of Directors or voicing concerns at the corporation’s annual general meeting. The Condominium Authority of Ontario (CAO) provides helpful resources on dispute resolution with condominium managers.

If you have questions about the CMRAO’s complaints process or want to learn more about how the CMRAO works to build public trust in condominium management services, contact us.

View our guide for condominium owners and residents to learn more about the CMRAO and how we protect consumers.