Disputing Our Findings

If you want us to review a decision we made, you can email us to request a review. We will promptly acknowledge receipt of your request and will let you know within one week whether we will review the decision.

We will review a decision if:

• The review can be conducted by a senior staff member not involved in the original complaint

• The matter falls within the jurisdiction of the office

• There is new evidence available

• The administrative process that contributed to the initial complaint has been rectified

• Any practical outcome can be achieved for the complainant

• It is an efficient and effective use of resources

If we determine that it is not appropriate to review the decision, we will let you know and will provide reasons for this determination.

We welcome feedback that will help us to improve the service we provide. No reprisal action will result from submitting a complaint.

You can submit a complaint about an Ombuds staff member’s conduct or about how we handled a matter. This could include rudeness, delay, inaccurate information, bias, or conflict of interest, among other concerns.

If you have a complaint about a staff member, try to discuss it with them first. For more serious complaints you can contact the Ombuds directly and they will perform an internal review to determine if the complaint is founded. Submit a complaint by emailing tbarber@newhomeombuds.ca or calling 647-496-6907 and asking for the Ombuds.

We will acknowledge complaints about staff within two business days and will strive to resolve them within 15 business days. If we are unable to meet this timeline, we will let you know.

If you have a complaint about the Ombuds himself, you can email it to the Chair of the Stakeholder Committee of the Board of Directors at stakeholdercmtechair@tarion.com. Please put "confidential" in the subject line of the email.