Licensing & Compliance

How to File a Complaint

General Complaint

You can file a complaint about a licensed builder or vendor online or in writing.

  • Online - click here to file a complaint
  • In Writing

    1. Contact the HCRA at info@hcraontario.ca to ask for a complaint form to be emailed to you
    2. Complete the form
    3. Attach any supporting documentation, names and contact information of people who might have information about the complaint
    4. Send the completed form and documentation to the HCRA by email at info@hcraontario.ca.

The HCRA will process the complaint once it has received the completed complaint form. The HCRA will notify you if additional information is required to complete the form.

Complaint about an illegal builder or vendor

If you believe that a builder or vendor of a new home is not licensed or has not enrolled a new home with Tarion, please complete this illegal building form and email it to compliance@hcraontario.ca.If you are unsure about the status of a builder or vendor, you can check on the Ontario Builder Directory (OBD). The OBD has up-to-date information about all builders and vendors in Ontario. Regardless of licensing status, you may still choose to file a complaint to the HCRA.

If you need assistance with filing a complaint with the HCRA, contact the HCRA Licensing and Customer Service Department at info@hcraontario.ca.

What to expect after filing your complaint

All complaints filed to the HCRA will be acknowledged within three to five business days. The HCRA will be transparent about anticipated service standards, so you know what to expect.

The HCRA will conduct an impartial assessment of complaints received from all parties. It is not necessary for you to determine if there has been a violation of the New Home Construction Licensing Act or its regulations. Your complaint will be reviewed and a determination made whether the HCRA has the authority to deal with the matter.

When you file a complaint, here is what the HCRA will do:

  • Acknowledge receipt of your complaint within three to five business days.
  • Review your complaint and supporting documentation.
  • Determine whether the HCRA has the authority to deal with the matter and advise you if it does not.
  • Notify the builder or vendor about your complaint. A copy of your complaint and supporting documentation will, where appropriate, be provided to the builder or vendor concerned. The builder or vendor will be asked to respond to the allegations in your complaint, and to provide any information and documentation in support of their response.
  • Where necessary, ask you for additional information, including contact information for individuals who may be of assistance in the course of the HCRA’s inquiries into your complaint.
  • If satisfied that the evidence supports the allegations in the complaint, take appropriate action in response to the misconduct.
  • Advise you of the HCRA’s decision about your complaint.

The HCRA strives to process complaints in a timely and thorough manner and remain objective, fair and consistent. Each complaint is unique, with varying degrees of complexity and risk. The HCRA intends to track and report publicly on service levels for complaint management and will use data from early experience as a benchmark for continuous improvement.