Condominium Management Regulatory
Authority of Ontario

Complaints about the CMRAO Policy

Introduction

The purpose of this Policy is to set out how the Condominium Management Regulatory
Authority of Ontario (CMRAO) will effectively address complaints from the public about
its services and staff.

The Policy applies to complaints about CMRAO services in English and French, its staff and members appointed to the Discipline Committee and the Appeals Committee.
This Policy cannot be used to dispute an order or decision made by either the Discipline
or the Appeals Committee nor to dispute the resolution of complaints about CMRAO
licensees. In reviewing the complaints received under this Policy, the CMRAO will
demonstrate responsiveness and use a process that is fair to all participants

Overview of the CMRAO

The CMRAO is a not-for-profit corporation funded primarily through licensing fees from
condominium managers and condominium management provider businesses.
The CMRAO protects the public interest by:

• Administering a mandatory licensing system for all condominium managers and
  management provider businesses and ensuring only qualified individuals with the
  appropriate training and education hold a licence.
• Maintaining an online public registry of licensed condominium managers and
  condominium management provider businesses. The public registry provides
  information about licensees, including conditions, suspensions, revocations, and
  disciplinary actions.
• Promoting and enforcing compliance with the Condominium Management
  Services Act, 2015 (CMSA) and its regulations, licensing requirements, and the
  Code of Ethics.
• Addressing complaints by conducting inspections and investigations, assisting in
  issues resolution, holding discipline hearings, and causing corrective actions to
  be taken.
• Establishing education requirements for condominium managers.
• Promoting awareness of the regulatory system

Filing a Complaint

Anyone who has had contact with the CMRAO can make a complaint about CMRAO
staff, services, or a Committee member. If accommodations are required in order to file
a complaint, the Complaints Officer will assist in finding an acceptable means to submit
the complaint.

Anyone involved in the complaint process will be treated fairly and respectfully by the
CMRAO and will be expected to participate in the complaints process in a fair and
respectful manner. In filing a complaint, the complainant agrees that the person or
persons who are the subject of the complaint may be informed of it.
The CMRAO may not accept a complaint if:

• the complainant has already made a similar complaint;
• the complaint has been addressed by the CMRAO; or
• the CMRAO determines the complaint is unreasonable or improper.

Complaints about CMRAO Staff or Services

To file a complaint related to CMRAO staff and services, the following information must
be provided, in writing, to the attention of the CMRAO’s Complaints Officer:

• the details and reason(s) for the complaint (who, what, when, where); and
• the outcome being sought.

Complaints about Members of the Discipline or Discipline Appeals Committees

To file a complaint relating to committee members, the following information must be
sent in writing to the attention of the CMRAO’s Complaints Officer:

• the case reference information;
• the name of the member; and
• the details and reason(s) for the complaint (who, what, when, where)

Assessing Complaints

The CMRAO will carefully review the details of a complaint and will inform the
complainant of the outcome within 15 business days. If the CMRAO is unable to do so,
a communication will be sent to inform the complainant of the new timelines.
The CMRAO may remove a complaint from the formal complaints process if:

• the complainant has not responded to communications or a request for additional
  information from CMRAO staff within a reasonable time; or
• the complaint is unreasonable or improper.

The CMRAO will inform the complainant if the complaint has been removed from the
formal complaints process.

Possible Outcomes of a Complaint

In responding to a complaint, the Public Complaints Officer may consider any of the
following outcomes or any other resolutions as necessary:

• changes to CMRAO practices and/or procedures
• training, mentoring, coaching for staff and Committee members
• any other actions required based on the specifics of a particular case

Expectation of Courtesy at all Times

Complainants will be treated with courtesy and respect at all times by CMRAO staff.
So, too, complainants must treat CMRAO staff and members with courtesy and respect.
Verbal abuse, vexatious comments, intimidation, harassment, and offensive or
demeaning language will not be tolerated and, if persistent, may result in the dismissal
of a complaint. Criminal harassment and/or threats of physical violence will be reported
to the police.

Records

Records of complaints and resolutions will be retained for three (3) years.

Contact Information

Complaints should be submitted by email at policy@cmrao.ca or by mail to:
CMRAO Public Complaints Officer
Condominium Management Regulatory Authority of Ontario
P.O. Box 48087 RPO Davisville
Toronto, Ontario
M4S 3C6
Complainants can contact the CMRAO by phone, however they will be instructed to
follow up with a written submission.
CMRAO local number – 647-363-6490
CMRAO Toll Free number – 1-866-888-5426

Policy Review

This Policy will be reviewed at regular intervals, no less than once every three (3) years
to ensure that it continues to effectively serve its intended purpose.