Disciplinary Practice, Complaints and Procedures for Consumer Complaints


Consumers Complaints, Investigations and Hearings

If you believe that an OntarioACHI Home Inspector has acted in an unethical, unprofessional or improper manner you can lodge a complaint with the Ontario Association of Certified Home Inspectors, and we will address and answer to your complaint fairly, responsibly and in a timely manner.

While OntarioACHI can only investigate and discipline its own members, if as part of the process we identify the Inspector is not a member of our Association, but is a member of another Association, we will forward your complaint to them and reply to you with details of who it has been forwarded to, when and who to contact at the other Association.

What you need to do.

First and foremost, try talking to your inspector and resolve the issue.  All OntarioACHI Home Inspectors are required to have you sign an Agreement prior to the inspection, and this clause is part of the agreement.

Often times issues can be sorted verbally with your Inspector.

If the two of you can’t agree or come up with a solution, your next option is to contact us. We have a complaints system where to will be guided through a form that identifies all the information you will need to produce to file a complaint.  This is a free service, and provides you with an additional step to resolve any issues before you report to legal action, which could be costly for both you and the inspector.  If we require any further information we will contact you at the contact points you leave us, and you will be kept informed of the process as it progresses.

Do you need to file a complaint at all?

Our Standards & Discipline Committee will investigate all complaints to determine whether the member has violated any of our bylaws, Standards of Practice, the Code of Ethics or Code of Conduct.  Prior to submitting a claim, you might want to take a look at our plain language version of these documents in order to confirm to yourself the complaint is warranted.

Many complaints made for professional services are generally because the client believed the service being provided was going to be different than the one they actually received.

While we train our members to try to ensure that this situation doesn’t arise, part of the process will be to identify where such a problem exists, again before anyone resorts to expensive legislation.

Please note that the Committee cannot and does not mediate any disputes, impose any settlements, or provide opinions on the alleged negligence or if a Tort has been committed of a member , other civil means are available to the general public that can involve proceedings.

When my complaint has been received?

A written acknowledgement letter shall be sent letting you know we have received your complaint. All complaints are fully reviewed by our Disciplinary Practice and Procedure Committee and if more information is needed we will contact you.

If CanNACHI cannot help with a complaint, we will let you know. Also, the Association will keep you updated as to the status and progress of your complaint.

What does happen with all complaints?

Upon receipt of a complaint, the main focus is to resolve the complaint, in working both with the inspector and you. If the complaint can’t be solved in this manner, it is forwarded to our Disciplinary Committee.

 

Discipline Committee and Procedure

 

Disciplinary cases are heard by our panel of 3 CanNACHI Disciplinary Practice and Procedure Committee Members chosen by the board of directors. In this procedure, both the parties are invited to attend and have the opportunity to present evidence or call on any witnesses. (You may have a representative/translator with you as well if needed)

 

If the Disciplinary Practice and Procedure Committee Members decides the Home Inspector should be disciplined, the penalties can range from a formal written warning, requiring further training or suspension of membership. Or further conditions or restrictions may be placed on the Inspector. Including but not limited to expulsion from the association.

 

Appeals

 

Once a ruling and decision take place and the Home Inspector feels that it was unjust they have the right to appeal the decision.

 

All appeals must be submitted in writing to CanNACHI’s head office attention Kim Zammit (administrator) no later than 30 days after the disciplinary committee members have made their ruling.

 

Appeals must include:

  • Reason for filing appeal.

  • Any new evidence to be brought forth.

 

Appeal cases are heard by a 3 panel committee that includes 1 Director from CanNACHI and 2 CanNACHI BC practicing Home Inspectors (who are in good standing). In this procedure, both the parties are invited to attend again and have the opportunity to present evidence or call on any witnesses. (You may have a representative/translator with you as well if needed)

If the 3 Member Panel decides the Home Inspector should be disciplined, the penalties can again range from a formal written warning, requiring further training or suspension of membership. Or further conditions or restrictions may be placed on the Inspector. Including but not limited to expulsion from the association.

*The Appeal Decision from the 3 Member Panel is final and no more appeals are possible*.

All rulings are decided by 2/3 votes on any decisions.

All final decisions and evidence are kept in the home inspectors members files.

Time Frame involved

For a complete and thorough investigation of the complaint the process may take a few weeks to several months to complete depending on the severity of the issue involved.