​​​The steps below explain how to submit a concern that needs to be further addressed to your satisfaction. Each concern will be dealt with on an individual basis, respectfully and in confidence.


Step 1 - Contact a Customer Representative

If we were unable to address your concerns through our regular communication channels, you may submit a complaint to a Customer Representative.

You will receive an e-mail acknowledgement within 24 hours that we received your complaint. We will respond to your complaint through e-mail within 48 hours. Depending on the complaint, further investigation may be required, which may require more time. If there is a delay, we will notify you.

If you are not satisfied with our response, you may contact a Manager.


Step 2 - Contact a Manager

If a Customer Representative was unable to resolve your concern to your satisfaction, you can contact their Manager.

You will receive an e-mail acknowledgement within 24 hours that we received your complaint. We will respond to your complaint through e-mail within 48 hours. Depending on the complaint, further investigation may be required, which may require more time. If there is a delay, we will notify you.

Note: Step 1 must be followed and completed prior to Step 2.

If you are not satisfied with the resolution provided at this step, you may contact a Director.


Step 3 - Contact a Director

If a Manager was unable to resolve your complaint, you can contact their Director. 

You will receive an e-mail acknowledgement within 24 hours that we received your complaint. We will respond to your complaint through e-mail within 48 hours. Depending on the complaint, further investigation may be required, which may require more time. If there is a delay, we will notify you.

Note: Step 1 and 2 must be followed and completed prior to Step 3.


Additional Steps - Contact the Ombudsperson Office

If you  were not satisfied with the resolution provided in the previous steps, you may file a complaint with the Tarion Ombudsperson Office.

The Ombudsperson Office is an independent, impartial and confidential department that promotes and protects fairness with Tarion. The Office's mandate is to investigate and resolve complaints to ensure that Tarion is fair in its operation; to provide information and advice, and make referrals where appropriate; and to achieve fair resolutions to complaints, and make recommendations to promote fair treatment.

You can submit a complaint to the Ombudsperson Office using one of the following methods:

  • Telephone: 416-229-3828 or Toll-Free: 1-877-880-3828
  • Fax: 416-229-3849
  • E-mail: ombuds@tarion.com

The Ombudsperson Office will acknowledge your complaint promptly, and then review your complaint to determine how and where it can best be addressed.