REALTORS® are members of the National Association of REALTORS®, and agree to follow a strict Code of Ethics. If you believe a REALTOR® has violated the Code of Ethics, you may file a complaint through their Local Association, where the REALTOR® is a member.
If you believe that an issue rises above the Code of Ethics, the Oregon Real Estate Agency handles complaints related to licensing and state law.
The process of filing a complaint starts at the Local Association, rather than with Oregon REALTORS®
Contract disputes, such as a seller failing to disclose an issue, may not be a Code of Ethics violation in every case. In those instances, contact your REALTOR® for further steps.
While violations of the Code of Ethics are taken seriously, it is always encouraged to communicate directly with your REALTOR® or their managing principal broker before filing a formal complaint. There are options, like the Local Association Ombudsman service, to informally resolve disputes before invoking a formal hearing. Some issues, such as contract disputes between Buyers and Sellers, may not be related to the Code of Ethics, and you may be contractually required to resolve the issue through professional mediation or arbitration services.
An Ombudsman assists the parties in reaching a mutually acceptable agreement without the need for a hearing, if the parties are willing to agree.
Ombudsman services are available to members and clients. It is an informal, no-cost service with a trained Ombudsman to resolve a dispute before it rises to mediation, arbitration, or the legal process.
You’ll find the form you need to get started in the carousel at the bottom of this page.
The Complaint Process
Complaints must be filed within 180 days of when the issue occurred, or when the facts could have reasonably been known.
Complaints are facilitated by a trained Professional Standards administrator who works with the Association’s Professional Standards and Grievance committees. These committees are comprised of trained volunteer members.
A Grievance committee will review all complaints to ensure they are actionable. The committee can add or remove articles to the complaint based on the evidence in the written complaint before forwarding it to an ethics hearing.
If the complaint is forwarded to a hearing, a panel will determine whether a violation occurred.
We’ve created a video of a mock hearing. It’ll help you understand the process should a complaint come before the committee.
For any Article 17 arbitrable issue between REALTORS®, NAR recommends mediation as a first step in any dispute. Their website lists resources on starting the process towards resolution.
Participating in mediation depends on your Local Association’s bylaws.
Arbitration
There are certain rules around arbitration, in case of a dispute between REALTOR® members over an arbitrable issue.
Members with a dispute over commission are required to go to arbitration.
You must use a specific form to request arbitration. Contact the REALTOR®’s Local Association.
You’ll find the form you need to file an arbitration request in the carousel at the bottom of this page.
