How to File a Complaint Against a Realtor in Ontario: The RECO Process Step by Step

People often say “I’ll report them” before checking whether they’re complaining to the right body. According to RECO (2026), RECO only regulates licensed brokerages, brokers and salespeople and investigates their professional conduct during a trade in real estate.

These are outside RECO’s authority: new-home builders (that’s HCRA), landlord–tenant disputes (the Landlord and Tenant Board), home inspectors, and other unlicensed service providers. Confirm your complaint is actually about a licensed agent before you start.

RECO administers the Trust in Real Estate Services Act, 2002 (TRESA), a consumer-protection statute. Get this date right: according to RECO (2026), before December 1, 2023 the law was titled REBBA (the Real Estate and Business Brokers Act); Phase 2 of TRESA came into force on December 1, 2023. The companion Code of Ethics is O. Reg. 365/22.

So it’s not that “TRESA started in 2023” — it’s the same Act, renamed and amended, with Phase 2 taking effect on that date. This is the detail most people state incorrectly.

In RECO’s own words, it “has no authority to order that monies be refunded, contracts be canceled, or damages or restitution be awarded.” If you want compensation, RECO tells you to seek legal advice — usually Small Claims Court or a civil action. Treating a RECO complaint as a way to recover losses is the most common misunderstanding.

Step 1: Raise it with the Broker of Record first (optional but smart)

According to RECO, you are not required to discuss your concerns with the agent or brokerage before filing. But RECO also notes that going to the brokerage’s Broker of Record first is “often the best place to start” — many issues are miscommunications the brokerage can resolve quickly.

Step 2: Gather your documents

RECO’s investigation leans heavily on the paper trail. Before filing, collect:

• your representation agreement (listing agreement or buyer representation agreement)
• the offer / agreement of purchase and sale (APS)
• any consents or acknowledgements you signed
• the property’s listing information
• all relevant correspondence (texts, emails, messages)

A complaint with no supporting documents is much harder to investigate.

Step 3: Submit the complaint online

File through RECO’s online complaint form at complaints.reco.on.ca. Questions? Call 416-207-4800 or 1-800-245-6910. Lay out the events in a clear timeline and attach the documents from Step 2.

Step 4: Initial review (does RECO have jurisdiction?)

RECO confirms the matter falls within its authority and that there’s enough evidence to proceed; it may ask you for more information. If the issue is outside its scope — say, a landlord–tenant dispute — it gets redirected here.

Step 5: Investigation (the agent must respond)

RECO notifies the agent and their brokerage of the complaint, and the agent is required to respond to the allegations. RECO may request further documents or conduct interviews. For miscommunication cases, the parties often reach a resolution at this stage.

Step 6: RECO decides the outcome

Weighing the evidence (including any prior misconduct), RECO decides: no further action, an administrative outcome (advisory, written warning kept permanently on file, or mandatory education), or referral to the Discipline Committee.

Step 7: A possible discipline hearing

Serious cases go to the Discipline Committee. According to RECO (2026), penalties can include fines up to $50,000 for an agent and up to $100,000 for a brokerage, plus mandatory education, licence conditions, suspension, or revocation. Its decisions can be appealed to the Licence Appeal Tribunal (LAT).

Beyond discipline, TRESA breaches can be prosecuted in court. According to RECO (2026), individuals face fines up to $50,000 and/or up to two years in jail, and corporations up to $250,000. Those fines go to RECO/the Crown — not to you. Discipline is not the same as compensation.

• Expecting a refund. RECO can’t order one — money disputes belong in civil court.
• Complaining about the wrong party. Builders, landlords/tenants and inspectors aren’t RECO’s jurisdiction.
• No documents. RECO runs on the paper trail — keep your agreements, APS and messages.
• Assuming a fixed timeline. RECO states there is “no fixed time period”; complex cases take longer.
• Ignoring the conduct date. Conduct on or after December 1, 2023 follows the current TRESA discipline process.

Q: Can RECO make my agent refund my commission or deposit?

No. In RECO’s words, it “has no authority to order that monies be refunded, contracts be canceled, or damages or restitution be awarded.” RECO can discipline the agent, but to recover money you need legal advice and typically Small Claims Court or a civil action.

Q: Do I have to complain to the brokerage before going to RECO?

No. RECO says you are not required to discuss your concerns with the agent or Broker of Record first. That said, RECO notes raising it with the Broker of Record is often the fastest way to resolve a simple miscommunication.

Q: How do I file a RECO complaint and what should I include?

File online at complaints.reco.on.ca (questions: 416-207-4800 or 1-800-245-6910). Include your representation agreement, the APS or offer, any consents you signed, the listing information, and relevant correspondence.

Q: What's the worst penalty an agent can face, and how long does it take?

Through the Discipline Committee, fines can reach $50,000 for an agent and $100,000 for a brokerage, plus education, conditions, suspension or revocation; a separate court track reaches $50,000 and up to two years for individuals. RECO states there is no fixed timeline — it depends on complexity.