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    Homeowners

Honesty & Integrity Complaints against Registrants

The Ontario New Home Warranties Plan Act (the Act) requires that all registrant vendors and builders conduct themselves in accordance with the law and with honesty and integrity.  This is an ongoing requirement for all registrants. 

If you feel that your builder has acted in a manner that is dishonest or lacks integrity, you can make a complaint to Tarion.  Tarion takes such matters seriously and will review all complaints.

How to make a Complaint 

If you would like to make a complaint about a registered builder’s behaviour that you believe indicates a lack of honesty and/or integrity, please call 1-877-982-7466 or write to customerservice@tarion.com.  A Customer Service Representative will work with you to gather all relevant information, including the builder’s name, registration number (if available), a description of the behaviour you are concerned about, and any other information that may be relevant to the complaint.

What happens next

The information you provide will be reviewed by Tarion.  PLEASE NOTE: As part of its review, Tarion will also contact the builder. Tarion cannot properly assess a complaint without notifying the builder and gathering information from them as well.  

Please also note that Tarion cannot provide you with information on the status of the complaint, or outcome of the review, because of privacy and confidentiality restrictions.

Possible Outcomes

There are a number of possible outcomes depending on the nature of the complaint and the facts gathered throughout the review.  Potential actions may include, for example:

  • Placing terms and conditions on a builder’s registration - e.g. limiting the number of homes that can be built each year or requiring a builder to post higher security amounts to Tarion;
  • Requiring a builder and/or their staff to undergo relevant mandatory training or education; 
  • Issuing a notice of proposal to revoke a builder’s registration.

If a builder’s registration is revoked or if a builder appeals Tarion’s proposal to revoke their registration, this will show on the Ontario Builder Directory on Tarion’s website.  Other actions Tarion may take (some of which are noted above) will not be publicly disclosed because of privacy and confidentiality restrictions.

Tarion publishes the number of honesty and integrity complaint files opened, resolved and unresolved in our annual report.

    

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