Complaints Process
The Home Construction Regulatory Authority’s (HCRA) Professional Conduct team manages complaints regarding the conduct of licensed home builders and sellers, including potential violations of the Code of Ethics.
This process applies only to licensed builders and sellers, and each case is evaluated based on its facts and merits. Some complaints may fall outside the HCRA’s jurisdiction or require no further action. While the HCRA understands the urgency many homeowners feel when submitting a complaint, our focus is on reviewing and prioritizing cases with the highest potential to harm the public.
The HCRA’s complaint process operates on two fundamental principles: giving consumers a clear path to voice concerns about licensed builders and sellers, while maintaining a fair process for everyone involved.
Types of Complaints Managed by the HCRA
The HCRA maintains a fair and transparent complaints process and will act against dishonest and unethical conduct to protect consumers. The HCRA manages complaints about licensed builders and sellers in key areas:
- Conduct: Assessing whether builders and sellers operate legally and uphold honesty and integrity in their business practices.
- Competency: Verifying that builders and sellers possess the necessary knowledge and experience to build, including the ability to manage their operations in a financially responsible way.
Illegal Building and Selling: The HCRA also investigates builders and sellers operating without a licence – known as illegal building and selling. Learn more about filing an illegal building or selling complaint.
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What to Expect After Filing Your Complaint
Once your complaint is submitted, the HCRA will:
- Confirm Receipt: You will receive an auto-confirmation after submitting your complaint. If you do not receive this confirmation, we likely did not receive your submission. Within three to five business days, a team member will also contact you to confirm receipt of your complaint.
- Review the Complaint: The HCRA will review your complaint and any supporting documentation to determine whether it falls within our jurisdiction to address your concerns.
- Notify the Licensee: The licensee will be notified and may receive a copy of your complaint along with any relevant documentation. They will be asked to respond and provide any supporting information.
- Request Additional Information: The HCRA may contact you for further details or request contact information for others who may assist with your complaint.
- Take Appropriate Action: If the evidence supports the allegations in your complaint, the HCRA will take the appropriate regulatory action. These actions and decisions may be published on the Ontario Builder Directory.
Frequently Asked Questions
The HCRA does not accept anonymous complaints. To effectively address the issue and ensure that the individual(s) named in the complaint can respond appropriately, we require your contact information. This helps us gather all the necessary details and ensure a fair process for everyone involved.
Every complaint is unique, and time is needed to gather all relevant facts and evidence to determine the appropriate outcome. We understand the urgency felt by complainants, but a thorough review requires careful consideration. Additionally, complaints are prioritized based on the greatest harm to the public, not in the order they are received which may affect response times.
As a complainant, you play an important role in informing the HCRA of potential conduct concerns related to its licensees. After you submit a complaint, the HCRA will review the information and take any necessary action.
While the matter is ongoing, the HCRA may not always be able to provide updates but will share information when possible. Additionally, you may be contacted if our team needs more details. We urge all complainants to contact the HCRA of any new, relevant information regarding the matter.
No, the HCRA does not have the jurisdiction to award damages or compensation to complainants. If you are seeking compensation, you may wish to obtain independent legal advice.
No, a lawyer is not required to file a complaint with the HCRA. However, you can get independent legal advice or retain a lawyer to help you in the process if you wish.
There is no time limit for filing a complaint, but we recommend you file it as soon as possible to help provide an accurate recollection of the events in question.
You can verify if your builder or seller is licensed by searching the Ontario Builder Directory on the HCRA website. The Builder Directory provides the licensing status, conduct history, number of homes built, and warranty data of 7,000 builders and sellers across the province