Backgrounder Complaints Process

Feb 1st, 2021

New home builders in Ontario are accountable for their conduct and competence. The HCRA’s complaints process provides a way to bring concerns about licensed builders to the regulator’s attention.

The HCRA has designed a clear, straightforward process for when a home buyer has concerns about a builder’s conduct.

The step-by-step process outlined on the HCRA website includes the required forms, details of the information needed and explanations of what happens at each step.

If the matter at issue is not within HCRA jurisdiction, the HCRA will direct the consumer to the appropriate channels.

The process provides an impartial and flexible assessment of concerns from both consumers and builders, that is fair to all sides. The HCRA evaluates each complaint individually and, based on the specific circumstances and the law, will determine a course of action.

Because every complaint is unique, some complaints require significant investigation. The steps taken to review and investigate a complaint will vary depending on the nature of the complaint and the information available to HCRA.

It is the HCRA’s intention to deal with all complaints in a timely and thorough manner.

Over time, the HCRA may add examples of complaints and resolutions as guidance.