Resolve a Dispute – Consumers

1. Complete and sign the Ethics Complaint Form. This form requests you to name the REALTOR®(s) in question as the Respondent(s).
2. List the Article(s) of the REALTOR® Code of Ethics that you think the REALTOR® violated. (The Association will also supply you with a copy of the Code of Ethics).
3. Attach an explanation of the situation surrounding the complaint. Be as specific as possible. State what, when, where, why and how you think the REALTOR®(s) violated each Article.
4. Attach 15 copies of any and all pertinent documents such as listing agreements, addendums, etc. If you have notarized statements from witnesses, include those also.
5. Send the entire package, keeping a copy for yourself, to the Association of REALTORS® to the attention of Kim Gwara, Director of Member Services & Professional Standards, at kgwara@nexusaor.com.

1. The Ethics dispute is submitted to the Professional Standards Administrator for processing.
2. The complaint is sent to the Respondents, who have 15 days to provide a written response to the Association. Once the response is received, a copy will be forwarded to the Complainant.
3. Mediation will be offered to the parties involved. The Mediator and the participants have significant flexibility in crafting a mutually acceptable resolution. If mediation is unsuccessful, the Grievance Committee will review the case.
4. The Grievance Committee reviews the complaint—only the complaint—to determine whether, assuming the allegations are true, the matter warrants a formal hearing. The Committee performs only the preliminary review necessary to make this decision. If a hearing is deemed necessary, the case is forwarded to the Professional Standards Committee. All parties are also notified that mediation remains an option prior to an Ethics Hearing.
5. If mediation fails, the Professional Standards Committee will conduct an Ethics Hearing. A hearing date will be scheduled, and all parties will be informed of the date, time, and location. During the hearing, both the Complainant and Respondent will have the opportunity to present their sides, including testimony and any witnesses.
6. Following the hearing, a Hearing Panel—composed of Association members, who serve on the Professional Standards Committee, selected for their experience, fairness, and objectivity—will determine whether the Code of Ethics was violated. The hearing provides an opportunity for the Complainant and the Respondent to explain his/her side of the story by presenting their case, testimony, and witnesses, if any.  

The Association will keep you informed at every stage of the process and will provide detailed instructions regarding the hearing procedures in advance.