1.The importance of a complaint management policy
The real estate agency and the broker acting on his own account must implement a complaint management policy.
By means of a written procedure that they establish, the agency executive officer and the broker acting on his own account–when the broker has employees–are responsible for compliance with this procedure. The complaint management procedure should show brokers and employees of the agency or of the broker acting on his own account, as well as the agency directors and executive officers how to implement the policy.
The complaint management policy must ensure that complaints are handled fairly and equitably within a reasonable time.
The implementation of a complaint management policy has several advantages. In addition to being part of a sound operational management of the real estate agency's current and strategic activities, implementing a complaint management policy provides better support for licensees in terms of compliance with the Real Estate Brokerage Act and its regulations and, by the same token, supports public protection measures.
Moreover, it provides ongoing improvement of the quality of services offered. Indeed, following receipt of a complaint, corrective measures must be implemented where required and a quality control system must prevent complaints.
The complaint management policy is an additional means of maintaining healthy business relationships with clients, as well as with other licensees and stakeholders.
1.1 The content of the complaint management policy
The complaint management policy must first define what constitutes a complaint.
It must specify that the agency executive officer is responsible for handling complaints and clearly define his roles and responsibilities.
Complaint management must be documented, and the policy must state the expectations in this regard. The chronology of events, the actions taken, the various letters, the documents sent, etc., should be included in the list of elements that must be collected and kept in order to properly document complaint records.
The policy must also provide for a targeted processing time to ensure the effectiveness of the procedure. The complainant must be informed of this deadline in writing.
The complaint management policy shall also provide for a written response to be sent to the complainant upon expiration of the complaint processing period, stating the outcome of the complaint.
Feedback must also be provided to licensees, directors, executive officers and employees involved in the complaint. For exemplary and deterrent purposes, consequences may also be considered should the complaint be substantiated.
Finally, the complaint management policy and procedures must be written and available to all agency employees, licensees, directors and executive officers. Upon request of the OACIQ, licensees must provide this policy and procedures.
