How we work
We review complaints from homeowners to determine whether they have been treated fairly.
We get your permission to access your Tarion file and we review it with your concerns in mind. We look at what’s been done to resolve the problem, and we provide advice and guidance to help you resolve your concerns.
We examine all documentation and ensure that we have a thorough grasp on the situation. We then speak with Tarion staff to get their perspective. We analyze what we've found out to determine if there are any fairness issues.
Once our determination is made, we share the findings to both the homeowner and Tarion. If we find that the homeowner has been treated unfairly, we will recommend Tarion act to remedy the situation.
We will follow up with Tarion to ensure that accepted recommendations are implemented.
The New Home Ombuds office reviews three aspects of fairness. If one of these aspects is missing, it results in unfairness. The three aspects are:
Procedural fairness is about how a decision was made:
- Did the homeowner have enough information to understand the process and to advocate for themselves?
- Did Tarion provide reasons for the decision it reached?
- Was the decision reached in a reasonable amount of time?
Please click on one of the links below to view the policy document in PDF format:
Improper Conduct Complaints Policy