Not every real estate representative can call themselves a REALTORŪ. The term REALTORŪ is a registered trademark used only by members of the Canadian Real Estate Association. To become a member, individuals pledge to uphold the REALTORŪ Code of Ethics and Standards of Business Practice.

REALTORSŪ are committed to:

• professional, competent service;
• absolute honesty and integrity in business dealings; and
• co-operation with and fairness to all.

Members of the Fraser Valley Real Estate Board also abide by the Rules of Cooperation, a common set of rules agreed to by the three real estate Boards operating in the Lower Mainland of BC. These rules are a model of cooperation and ensure consistency of service across our geographic boundaries.

In addition to our commitment to ethics and professionalism, our members abide by the legal regulations set out by the Province of British Columbia. Any violations to our Code, Standards, Rules, or legislation are brought forward for investigation and disciplinary action at both the Board level and at the provincial level, through the Real Estate Council of BC.

Making a complaint about a REALTORŪ

Every year, tens of thousands of BC properties are bought and sold with a REALTORŪ's help. The majority of these transactions close without any problems. Occasionally however, problems do occur.

The Board is empowered by its members to investigate and sanction conduct that does not meet their By-laws, Code of Ethics and Rules of Cooperation. The Board, however, does not have jurisdiction to deal with contractual or monetary disputes and may only deal with complaints as they relate to members' conduct in their capacity as real estate licensees and members.

If you have a complaint about a REALTORŪ you have a number of options.

1. Talk about it with the REALTORŪ first. Problems often occur because of simple miscommunications. If you talk to the REALTORŪ about your concerns, there's a good likelihood you can quickly clear up the problem.
2. Go to the manager. If you still have concerns after talking to the REALTORŪ, go to the Manager of the REALTORŪ's office.
3. If you still have concerns, and would like to take the matter further, decide if you should take your complaint to the Fraser Valley Real Estate Board or the Real Estate Council of BC (the regulatory body responsible for administering the Real Estate Services Act).

Fraser Valley Real Estate Board

Real Estate Council of BC

The Fraser Valley Real Estate Board deals with complaints that involve ethics, standards of business practice, and the Board’s By-laws and Rules. Examples of areas the Board investigates: speaking badly of other licensees in an attempt to gain business; lack of cooperation between board members; licensee entering a home without first making an appointment (if it was required); and violations of Board mandated code of ethics and standards of business practice. The Fraser Valley Real Estate Board cannot award monetary damages to injured parties.  Such matters are more properly dealt with through civil court action. The Board can impose fines or membership suspensions, or can require a member to attend specific educational courses. If your concern appears to be a matter for the Fraser Valley Real Estate Board: Complete this Complaint Form (PDF) Attach and sign all documentation as specified and send to the Fraser Valley Real Estate Board, 15463 – 104 Avenue, Surrey, BC, V3R 1N9.

The Council investigates potential contraventions of the Real Estate Services Act. Examples of areas the Real Estate Council may 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; secret commissions; and professional misconduct including incompetence and conduct unbecoming a licensee. The Real Estate Council cannot award monetary damages to injured parties.  Such matters are more properly dealt with through civil court action.  The Council can impose administrative penalties, order reprimands, fines, suspend or cancel a license as well as impose hearing costs on licensees. If your concern appears to be a matter for the Real Estate Council: Complete the Council Complaint Form (PDF) available at www.recbc.ca. Attach and sign all documentation as specified and send to the Real Estate Council, 900 – 750 West Pender Street, Vancouver, BC V6C 2T8.

You can contact the Fraser Valley Real Estate Board's Professional Standards Department by email at ethics@fvreb.bc.ca or phone (604) 930-7605.