REALTORS MAKE A DIFFERENCE
LOOK FOR THE MARK OF DISTINCTION
REALTORS and real estate agents are distinctly different. This is an important fact to consider when selecting a licensed real estate professional to represent your home buying and selling needs.
What sets REALTORS apart from agents is that REALTORS must follow a strict Code of Ethics and fulfill biennial training requirements established by the National Association of REALTORS (NAR). The NAR Code of Ethics represent the industry’s gold standard of professionalism and is enforced by CCAR for the protection of consumers and the industry. Members of the Contra Costa Association of REALTORS pledge to observe that Code of Ethics in all their business activities.
Consumer Complaints
Difficulties may sometimes arise during real estate transactions. Often they are due to misunderstandings and miscommunication. If you have experienced a problem with a REALTOR that cannot be remedied, you may submit a formal complaint to CCAR and the issue will be reviewed and could result in disciplinary action.
Complaints must be filed within 180 days from the time a complainant knows/reasonably should have known that unethical conduct occurred. After filing a formal ethics complaint, complainants can expect CCAR to follow standard processing procedures established by the National Association of REALTORS.
Before Filing a Complaint
Before filing a complaint, consider taking the following steps before filing a formal ethics complaint: (1) Speak with your REALTOR directly about the complaint; (2) Speak with REALTOR’S principle broker; (3) If you have additional questions and/or not satisfied after discussing matters with your REALTOR and principal broker, contact CCAR’s Professional Standards Administrator: (925) 295-9220; and via email , write to: prostandards@ccartoday.com.
Only REALTORS are subject to the NAR Code of Ethics. If your real estate agent or their broker is not a member of CCAR or another REALTOR association, direct complaints to the California Department of Real Estate, the state licensing authority
2 Types of Complaints
Consumers and REALTORS may file two types of complaints with CCAR depending on the nature of the complaint. Disciplinary complaints are non-monetary in nature and arbitration complaints involve monetary contractual/financial related issues.
Disciplinary Complaints (Non-monetary)
Disciplinary (non-monetary) complaints of unethical conduct refer to alleged violations of the National Association of REALTORS Code of Ethics, CCAR Multiple Listing Service Rules & Regulations and other membership duties as set forth in the CCAR Bylaws. These complaints will be reviewed by CCAR and could result in disciplinary action against a member.
Anonymous disciplinary complaints may also be filed with CCAR.
Arbitration Complaints (Monetary)
Arbitration (monetary) complaints refer to contractual issues and questions including entitlement to commissions and compensation in cooperative transactions that arise out of business relationships between REALTORS and REALTORS and their clients.
Arbitration complaints are subject to mediation services prior to formal arbitration proceedings.
CONTACT
Professional Standards (925) 295-9220
Ombudsman Hotline
C.A.R. ombudsmen are REALTOR volunteers who are available to answer non-legal questions and assist in resolving non-legal disputes.
ETHICS ADVOCATE
Should you need assistance with the disciplinary process, CCAR will provide an Ethics Advocate to help you complete the complaint filing process and represent you throughout the ethics hearing.
CCAR is proud to be a RESO Platinum Certified MLS, the highest level of certification available.