Complaints

The Nova Scotia Real Estate Commission is responsible for setting standards of practice for the real estate industry. This role serves both the industry and the public: to create consumer confidence and trust in the industry it is essential to limit unethical, incompetent, and illegal practices. One of the basic responsibilities of a self-regulatory body is to carry out investigations into the conduct of licensees and take disciplinary action when necessary.

BEFORE FILING A COMPLAINT

If you have an issue with your real estate licensee, we suggest you use these steps to resolve your problem as quickly as possible:

1. Discuss with your licensee: Many times when a misunderstanding arises between a licensee and a consumer, it is due to a lack of communication between the parties. We suggest discussing the concern with the licensee you are working with.

2. Contact their broker: If the matter is not resolved, contact the broker. Brokers are responsible for supervising the licensees within their brokerage, ensuring they comply with the Real Estate Trading Act, its Regulations and the Commission By-law, which includes inquiring into and dealing with inappropriate conduct. The Public Licensee Search is available to find contact info for all brokers.

3. Contact the Commission: Consumers may also wish to contact the Commission’s Compliance Investigator at 902-468-3511 (ext. 306) or 1-800-310-1015 (toll free) for advice on whether a complaint should be filed with the Commission.

SUBMIT A COMPLAINT

If you believe a licensee or brokerage may have acted improperly by violating the Real Estate Trading Act, its Regulations or the Commission By-law during the course of a trade in real estate, you can file a written complaint with the Commission. It is important to note that the Commission does not accept anonymous complaints, and does not have the legalauthority to award damages.

To submit a complaint, download and complete the Complaint Form and submit it to the Commission via email, mail or fax, along with clear copies of all documentation in support of your complaint.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Mail: Nova Scotia Real Estate Commission
601-1595 Bedford Highway,
Bedford, NS, B4A 3Y4

Fax: 800-390-1016

Supporting documents can include: 

• Agency Disclosure Form (Working with the Real Estate Industry Form);
• Brokerage Agreement;
• Agreement of Purchase and Sale;
• Property Disclosure Statement;
• Listing Addendum;
• All correspondence between yourself and the licensee(s) (i.e. emails, text messages or voicemails); and
• Photos.

AFTER FILING A COMPLAINT

Once your complaint is filed, the Commission will notify you in writing that your complaint has been received and is being reviewed. When a complaint is received, the Registrar will examine it to and determine whether the conduct of a licensee appears to:

• be in breach of the Real Estate Trading Act, its Regulations or the Commission By-law
• be contrary to the standards of practice expected of a licensee
• demonstrate incompetence, recklessness or intent
• put consumers or other licensees at risk
• undermine public confidence in the industry, harm the integrity of the industry or bring the industry into disrepute

If the Registrar determined that an investigation ought to be opened as a result of your complaint, you will be asked to sign a Permission to Share form. Both the licensee and their broker (at the time of the alleged complaint) will be notified that the Commission is in receipt of your complaint and will provide the licensee with a copy.

INVESTIGATION PROCESS

The Commission’s investigation process has three main objectives:

• to gather all relevant information to enable informed decisions on the facts of the matter being investigated;
• to treat all parties courteously, fairly, impartially and in accordance with the rules of administrative law; and
• to gather information efficiently.

The Commission's standard investigation procedure is designed to maximize transparency, be fair to all parties and minimize any intrusive or disruptive effects of the investigation. Steps in this process are:

STEP ONE: The complainant agrees to cooperate with the Compliance Investigator by submitting a 'Permission to Share' Form. Cooperating with the investigation means that you agree to answer the Investigator's questions, provide necessary information and appear as a witness if the matter goes to a hearing or prosecution.

Where matters are serious, such as fraud or breach of trust, the Registrar may elect to open an investigation in the absence of a complainant's cooperation.

STEP TWO: The licensee is provided written notification when an investigation has been opened. As part of this opening process, the licensee will receive a copy of the complaint and supporting documents, and is advised of the issues of concern to the Commission. The licensee is asked to respond to those issues in writing and may be directed to submit additional supporting documents.

STEP THREE: The complainant is provided with the licensee's response and is given the opportunity to comment in writing.

STEP FOUR: The licensee is provided with the complainant's response and given an opportunity to comment in writing.

Steps 2-4 are referred to as the exchange of statements. These steps provide all parties an opportunity to review information they may not have been able to examine when the event occurred. The exchange of statements may also clarify a licensee's actions and satisfy the complainant's concerns.

The Commission reserves the right to end the exchange of statements at any point (for example, if responses are unproductive or unduly delayed) and omit or obscure information in the exchange that may be of harm to other parties and is not integral to the matters under investigation. It is the investigator's responsibility to test all evidence.

The investigator may gather statements and documents from other sources in addition to the information provided by the complainant and licensee(s). Other sources may include the licensee's brokerage or broker.

INVESTIGATION OUTCOMES

The Registrar’s decision is reviewed by the Complaints Review Committee (CRC), who may accept, reject or make recommendations to amend the decision to:

• recommend no charges;
• recommend charges through a settlement agreement. If the licensee accepts the proposed settlement agreement, they must satisfy the imposed penalty. If the licensee does not agree with the proposed settlement agreement, the matter is referred to the Discipline Committee; or
• refer the matter to the Discipline Committee.

At the discretion of the Registrar, a proposed Settlement Agreement stating the specific rule(s) breached by the licensee and the penalty/penalties imposed is issued. Settlement Agreements are returned to the Commission either accepting or rejecting the penalty/penalties imposed. Licensees who reject the Settlement Agreement also force the matter to be referred to the Discipline Committee for a hearing, where a panel is appointed and a formal hearing will make a final decision on the matter. The CRC or the Registrar may refer also the matter to the Discipline Committee if the situation warrants.

In the event that the matter goes to hearing, you may be called as a witness. Review our Discipline Committee Hearing Procedures for more information.

DISCIPLINARY PUBLICATIONS

Effective July 2025,by-law 856 allows for the publication of all discipline decisions. The decisions, including the name of the licensee will be published and viewable in the Public Licensee Search available on the Commission’s website. Disciplinary decisions made after July 2025 will be permanently tied to their licence record, even if they change brokerages or leave the industry and reinstate.

To review recent disciplinary decisions, licence suspensions and disciplinary newsletters, click HERE.