Yes and no. The role of our Office is not to advocate for consumers, but to promote fairness at Tarion. By promoting fairness we are able to introduce change in the form of better processes, procedures and policy. These changes benefit the consumer.
No. Our Office does not make warranty decisions. We can, however, assess if a Tarion decision was reached fairly. If it was not, we will recommend a remedy. This may involve Tarion reassessing the item.
If you believe that Tarion's decision was made in an unfair way, you can submit a complaint to our Office here.
To dispute a warranty assessment, you can appeal Tarion's decision through the License Appeal Tribunal.
As an internal ombudsperson, the office preserves independence from Tarion through a strong Terms of Reference. The Office reports not to Tarion management, but to the Board of Directors. We proactively view each complaint impartially. This approach is key to ensuring that our evaluations are fair. Our staff are dispute resolution specialists who are committed to the core concept of fairness and are skilled at adopting a neutral mindset when evaluating concerns.
Our office is mandated to respond to fairness disputes between Tarion and a homeowner. The types of concerns that are common for us to review include: unreasonable delays, lack of communication, lack of transparency about process, unfair treatment.