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Tips for when you have a problem back We do not become involved in consumer-to-consumer disputes—only those in which you believe your REALTOR® has done something to violate the REALTOR® Code of Ethics. If this is the case … First, has the REALTOR®’s broker been contacted? If not, you should let their broker know what has happened. It could lead to a quick resolution. If you have contacted the agent’s broker but there has been no resolution, we offer an ombudsman service as an alternative to a formal complaint: Ombudsman service. A volunteer from our association, who listens to your concerns, ascertains the desired outcome, explains possible avenues for resolution, and answers general questions. They do not adjudicate, give legal advice, or evaluate the situation. This service is available at any time prior to a formal complaint being submitted to the grievance tribunal for review. If the ombudsman service doesn’t work or you don’t believe it’s appropriate for your case, then here are the procedures for filing a formal complaint:

1. File a complaint (mailed or e-mailed to party). 2. Reviewed by grievance tribunal to determine if there is a basis for complaint. 3. If forwarded to a hearing panel, the parties will be offered mediation. 4. If mediation is unsuccessful, we will proceed with setting a hearing date. 5. If mediation is successful, the matter is considered resolved.

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