Minimum Customer Service Standard for Homes and Common Elements
The principal elements of Tarion’s minimum customer service standard for freehold homes and condominium units require the following:
1. Builders must provide a Tarion Homeowner Information Package (HIP) to every purchaser at or before the Pre-Delivery Inspection (PDI). The HIP is made available to builders by Tarion. It contains information about purchaser’s rights and obligations under the Ontario New Home Warranties Plan Act and explains what’s covered by under their new home warranty, what’s excluded and how to make a claim.
2. A PDI must be conducted by the builder with the purchaser (and/or their designate) on or before their home’s date of possession. A provision to this effect must be included in the purchase agreement and construction contract. A purchaser may appoint a designate to represent them at the PDI.
3. Homeowners must follow a specific process for making a claim and builders are required to respond within specified timeframes. For Common Element claims, the Board of Directors must follow a specific process (see Builder Bulletin 49) for making a claim and builders are required to respond within specified timeframes.
Tarion may impose sanctions on builders who do not comply with these requirements. Failure to comply may, for example, lead to additional terms and conditions being imposed for future new home construction, and in extreme cases, loss of licence to build new homes.