Complaints
The Calgary Real Estate Board (CREB®) is a member association representing approximately 8,700 REALTORS® across Calgary and the surrounding area. Not all real estate practitioners are REALTORS®. Only members of the Canadian Real Estate Association (CREA) are REALTORS®.
CREB® members are also CREA members, and CREB® has the authority to investigate and take disciplinary action only in matters involving the conduct of its members under:
- the REALTOR® Code, and
- CREB® Rules
The REALTOR® Code is administered nationally by the Canadian Real Estate Association and can be found on the CREA website.
When to contact RECA
The Real Estate Council of Alberta (RECA) licenses and regulates all real estate practitioners in Alberta, including REALTORS® and non-members of CREB®. RECA enforces the Real Estate Act and its rules to protect consumers and ensure licensees meet required standards of practice.
Concerns related to the Real Estate Act or its rules — such as licensing, trust accounts or statutory obligations — should be directed to RECA. Complaints can be filed directly with RECA through its website.
Not sure where to direct your complaint?
If you are unsure whether your concern falls under CREB® or RECA jurisdiction, start by contacting the REALTOR®'s broker or office manager. They can often help resolve issues directly and assist in determining the appropriate regulatory body.
You may also contact CREB® for guidance by emailing creb.adminjustice@creb.ca or calling CREB®. Staff can help explain the process and direct you to the appropriate organization.
Filing a complaint with CREB®
- Complaints must be filed within one year of the date of the incident, or within one year of when a reasonable person knew or ought to have known the facts were discoverable.
- CREB® does not accept verbal or anonymous complaints.
- CREB® does not have authority to award monetary compensation. Claims involving financial loss are legal matters and must be pursued through the courts. If legal action is initiated after a complaint is filed, the complainant must notify CREB®.
- Complaints must clearly identify:
- the conduct being complained about
- the date(s) of the incident
- the name(s) of the REALTOR® involved
- the property address, if applicable
- a chronological statement of events
- Supporting documentation must be included, such as contracts, emails, correspondence, photos or videos.
Submitting a complaint
Complainants are required to complete the Non-member Complaint Submission.
After reviewing the written responses, CREB® will determine whether the matter should proceed to the next stage of the process or whether the file will be closed and the complaint dismissed. Copies of all written submissions will be shared with all parties, regardless of the outcome.
If CREB® determines that further information is required, the matter may be referred to an investigating team. In this case, the applicant will be provided with the respondents' submissions and will be required to sign the following documents:
1. Non-Member Complaint Policy
2. Agreement to Proceed to Investigation and/or Inquiry Hearing form
If you have questions or need assistance with filing a non-member complaint, contact CREB® Administrative Justice at creb.adminjustice@creb.ca.