Type of Complaints Handled by the HCRA
Licensed builders and vendors of new homes in Ontario must follow the law. The HCRA relies on the information and feedback provided by the public as one important way to identify and address violations of the rules. Complaints highlight potential and real harms faced by consumers which may result in any number of regulatory actions available to the HCRA’s licensing, compliance and enforcement teams. Reporting complaints and concerns will help the HCRA to better protect the public and to inform future improvements to competency and other requirements for builders and vendors.
The HCRA will address inquiries, concerns and complaints about builders and vendors. There are four key areas of interest to the HCRA:
- Compliance – the builder or vendor is appropriately licensed with the HCRA and new homes are enrolled with Tarion
- Conduct – the builder or vendor carries on business in accordance with the law and with honesty and integrity
- Competency – the builder or vendor has the knowledge and experience necessary to build new homes or sell new homes and to generally engage with new home purchasers and owners
- Financial Responsibility – the builder or vendor can reasonably be expected to be financially responsible in the conduct of their business
The types of complaints that are not within the jurisdiction of the HCRA and will be handled by Tarion include:
- Resolution of a new home construction defect or problem
- The complainant seeks compensation for a new home repair they paid for
- The complainant seeks compensation for a delayed closing
- A complaint about Tarion itself
The HCRA may also redirect complaints to a municipality for building permit and building code concerns. If an inquiry is about a matter that is not within the jurisdiction of the HCRA, the HCRA's staff will provide information that will enable the complainant to take their concerns to the appropriate organization.