Alberta brokers opt for alternative complaint resolution

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The Real Estate Council of Alberta is pleased with the progress of a voluntary resolution process for minor consumer complaints against brokers, which the council launched a little over a year ago.

“One of the most positive steps forward for the industry – and enhanced self-regulation and professionalism – has been the introduction of the Voluntary Broker Resolution Process,” said Charles Stevenson, director of professional standards at RECA. “The VBRP has helped brokers and their clients resolve many minor issues before they escalate.”

The council’s VBRP is based on the self-regulatory model of traditional professions such as accountants, engineers, doctors and lawyers, he said.

Under the VBRP, all parties – the complainant, the industry member subject to the investigation and the broker at the time of the events – must agree in writing to participate.

“This process is a type of complaint resolution process that will be managed by the broker,” said Stevenson. “If the complaint is resolved through the VBRP, the complaint is withdrawn and the investigation is terminated.”

Since its launch in the fall of 2011, there were 24 issues resolved through the process and four cases that remain outstanding.

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