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Strategic Roadmap: Strengthening Protection for Ontario’s Condominium Consumers  
Strategic planning involves the examination of the whole landscape, the setting of overall priorities and goals, and the development of a plan to achieve them.
 
The Board of Directors recently approved the CMRAO’s new Strategic Plan 2022–25 that will guide the operations of the organization for the next three years towards achieving the goal of enhanced consumer protection through modern and effective regulatory activities.
 
The CMRAO’s new Business Plan 2022–23 is informed by the Strategic Plan and outlines the priorities for the current fiscal year. It is the roadmap that details the operational activities required to achieve the strategic priorities. These reporting documents are linked and inform each other, and together they give the full picture of the CMRAO’s performance.
 
Both documents are now available for download on the CMRAO’s website.
CMRAO Compliance Activities
In the interest of consumer protection, all CMRAO licensees are required to follow a number of rules as outlined in the Condominium Management Services Act, 2015 (CMSA), and its regulations, including the Code of Ethics regulation, which sets out the general obligations of condominium managers and provider businesses, and promotes professionalism, reliability, and quality of service.
 
The CMRAO publishes its regulatory decisions to maintain transparency and accountability to the public and its stakeholders.

Inspection Leads to Additional Actions and LAT Decision for Provider Business

On February 14, 2022, the Licence Appeal Tribunal (LAT) issued a decision directing the Registrar to carry out the proposed actions and apply conditions to the licence of a condominium management provider business.


Discipline Committee Finds Condominium Management Provider Business Breached Code of Ethics
 
Between October and December 2021, two cases were brought before the CMRAO’s Discipline Committee involving the same condominium management provider business. The two cases involved similar allegations for services provided at two separate condominium corporations, specifically:
 
  • Transfer of records
  • Transfer of funds
  • Competence
  • Responsiveness
 

Discipline Committee Orders Fine and Completion of Education Course for Breaching Code of Ethics
 
In March 2022, the CMRAO’s Discipline Committee issued a decision against a licensed condominium manager related to allegations that the licensee misled a condominium corporation about the status of a legal matter. For failing to comply with the Code of Ethics, the Discipline Committee ordered the licensee to pay a fine, and to complete an ethics course.
 


to learn more about the CMRAO's compliance activities.
Licensing Update
Upcoming Expiry of Transitional General Licences
Transitional General Licences are a time-limited class of licence for condominium managers originally introduced in 2017. Under section 16 of Ontario Reg. 123/17, “a Transitional General Licensee may not apply for a renewal of the licence or reapply for the licence after May 31, 2022.”

In recognition of the exceptional challenges that condominium managers and management provider businesses faced as the result of COVID-19, and the difficulties individuals had completing their education program during this time, the Ontario government introduced regulation to extend the time for Transitional General Licensees to complete the education and exam requirements to apply for a General Licence.
 
Currently, there are 3,899 licensed condominium managers in Ontario (as at March 29, 2022), 245 of whom hold a Transitional General Licence.
 
If an individual’s Transitional General Licence expires and the individual does not hold another active licence with the CMRAO, that person will no longer be able to provide condominium management services in Ontario.
 
Visit the CMRAO website to learn more about the expiry of Transitional General Licences. CMRAO staff are available to provide assistance to condominium managers, provider businesses, and condominium boards. Please contact the CMRAO for additional information.
Positive Outcomes Lay Solid Foundation for Excellence
As part of the application process for a Limited Licence, applicants must now successfully complete Excellence in Condominium Management, a mandatory course that provides foundational knowledge about the condominium industry and the role of a condominium manager to set a consistent standard of excellence for condominium managers.
 
Since the course launched in November 2021, the CMRAO has seen positive outcomes in terms of interest in the course, enrolment numbers, and positive experiences in response to course content and hybrid learning format. To date, six sessions of the course have run, and a total of 135 people have successfully completed the course, including the regulatory exam.

Comments from Excellence in Condominium Management course participants: 
The CMRAO’s new education program ensures that all individuals interested in entering Ontario’s condominium management industry meet the mandatory requirements to obtain a Limited Licence, are well-prepared for the first day on the job, and meet a defined standard of education.
Condominium Manager Competencies Defined
In November 2021, the authority for setting education requirements transferred from the Minister of Government and Consumer Services to the Registrar of the CMRAO.

Leading up to this transition, the CMRAO worked with industry stakeholders and consultants to develop Ontario’s first competency profile for condominium managers, which defines the condominium management profession in Ontario and outlines the expectations and requirements of an individual who holds a General Licence with the CMRAO.

Watch this short video to hear from the CMRAO’s CEO/Registrar and Deputy Registrar about the competencies required for Ontario’s condominium managers.
Satisfaction Survey Results Coming Soon!
Earlier this year, the CMRAO launched two surveys to evaluate its operations and general levels of satisfaction: one for licensees and one for stakeholders.
 
Our thanks to the more than 800 people who completed both surveys. Your feedback is valuable and will inform the CMRAO’s service delivery, customer service, and future communications activities.
 
The full survey report will be available on the CMRAO website soon.
Complaints
The CMRAO handles complaints by conducting inspections and investigations, assisting in issues resolution, holding discipline hearings, and taking corrective actions. What follows is a summary of the complaints received over the last year. This is information the CMRAO will be sharing about the work we do to protect consumers and regulate Ontario’s rapidly growing condominium management sector.
Learn Even More
The CMRAO's blog provides relevant, timely, and valuable information to help condominium managers better understand their role as licensed professionals. Here are some recent posts:
Rental Condominiums and Compliance with the CMSA
The CMRAO has observed a concerning trend where properties registered as condominiums are operating as rental properties and not complying...

Condominium Manager’s Role in the Electronic Voting Process
The CMRAO has recently received several inquiries regarding the condominium manager’s role in relation to collecting and handling...

Story Ideas?

If you have any ideas or topics you would like to see covered in an upcoming issue of CMRAO Quarterly, please send an email and let us know.
About this newsletter:
CMRAO Quarterly is an e-newsletter published quarterly by the CMRAO for stakeholders.
Condominium Management Regulatory Authority of Ontario (CMRAO)
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