Complaint Resolution Process | Appraisal Institute of Canada

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Complaint Resolution Process

The primary goal of the AIC Complaint Resolution Process is to educate and prevent reoccurrence of situations that call into question the integrity of AIC members individually and the appraisal profession as a whole.

The AIC Complaint Resolution Process focusses solely on adherence to the Canadian Uniform Standards of Professional Appraisal Practice (CUSPAP).

LIMITS TO THE AIC COMPLAINT RESOLUTION PROCESS

The complaint resolution process does not:

provide a mechanism for financial compensation or reimbursement of fees,
compel an appraiser to redo their report, or
arbitrate value.

AIC cannot:

  • act as a court of law;
  • order the refund of monies;
  • award damages;
  • enforce contractual agreements;
  • give legal advice; or
  • arbitrate value.

TIMING

Depending on the nature of the complaint and the seriousness of the allegations, the investigative process may take several months or longer if the matter proceeds to an internal disciplinary hearing.

PRIVACY

All information provided during the course of the investigation will be kept strictly confidential, within the limits of the AIC Regulations. Notwithstanding and in accordance with AIC Regulations, the complainant’s name will be disclosed, where necessary, to conduct a formal disciplinary hearing into the complaint.

STATUS UPDATE REQUESTS

In order to protect the integrity of the investigation, no information on the progress of an investigation will be provided.

MORE INFORMATION

More information about the AIC Complaint Resolution Process can be found in the AIC Complaint Resolution Process Guide.

COMPLAINT RESOLUTION FAQS

1. Who can file a complaint?

Anyone may file a complaint, including a third party that may have obtained a copy of an appraisal report, or utilizes the real property valuation services of an appraiser.

2. Can an AIC member file a complaint against a fellow AIC member?

Yes, an AIC member can file a complaint against a fellow AIC member. When an AIC member submits a complaint they should be prepared to provide specific details of their concerns regarding alleged breaches to CUSPAP.

3. What types of complaints will the CRP address?

Professional Practice will investigate complaints that deal with:

  • Breaches of CUSPAP (the Standards) whether they are related to Ethics, Real Property Appraisal, Review, Consulting, Reserve Fund Study and/or Machinery and Equipment Standards
  • Any conduct that does not adhere to AIC Regulations, or Bylaws of the AIC, and which may affect the Institute, the profession or another member.

 

4. What will the CRP not do?

The CRP will not:

  • act as a court of law
  • order the refund of monies
  • award damages
  • enforce contractual agreements
  • give legal advice
  • direct the appraiser to redo the appraisal report, or
  • arbitrate the final opinion of value

Any complainant looking for these types of remedies will be advised to seek redress through other means.

5. What is “Conduct deserving of Sanction”?

Conduct deserving of sanction is considered to be any act that:

  • is detrimental to the best interests of the public
  • harms the integrity of the profession
  • violates the CUSPAP, Bylaws, Regulations, or Policies of the Institute
  • is any non-cooperation with a complaint investigation
  • is a false or misleading statement made by an AIC member to the Institute
6. What types of disciplines can be imposed as a Sanction?

Sanctions include:

  • Fine
    • A fine not to exceed $10,000.00
  • Education
    • A sanction intended to provide the educational foundation to permit a member to improve their valuation practice.  It is completed at the member’s expense.
  • Peer Review
    • An administrative review conducted in accordance with the AIC’s peer review program of a report on a professional service rendered by an AIC member
  • Reprimand
    • A written warning calling the attention of the member to a breach of the Institute’s Bylaws, Regulations, Policies and/or CUSPAP
  • Censure
    • A formal written expression of criticism and disapproval for a breach of the Institute’s Bylaws, Regulations, Policies or CUSPAP
  • Suspension
    • The suspension of use of a member’s designation and/or membership
  • Expulsion
    • A permanent expulsion of the member from the Institute.  A member that has been expelled may be considered for reinstatement of membership after a period of five (5) years
7. Are sanctions published?

Sanctions will be published on the public page of the Institute’s website for a period of twelve (12) months in the form of a Case Summary. 

A Case Summary is redacted of all information that might identify the member.  However, a hearing panel may order that the Case Summary be posted unredacted on the public page for the twelve month period.

In exceptional cases where there is an overriding need to protect the public good will a Conduct Sanction be published in a local newspaper.

8. Can someone find out whether an AIC member has been sanctioned?

An AIC member’s PPC record is confidential.  The AIC will not release information about an AIC member’s PPC record to a third party unless it is in accordance with the AIC Regulations as they pertain to Disclosure. 

If someone enquires about an AIC member’s standing with the Institute, the AIC will provide the following information (depending on the AIC member’s status with the Institute):

  • The AIC member is a member in good standing.
  • The AIC member is not a member in good standing.
  • The person is not a member of AIC.
9. Can the administration of a complaint be delayed?

Yes, a complaint file can be placed in abeyance. The AIC member may apply to have an investigation or a hearing placed in abeyance if there are pending legal issues. This means that the administration of the complaint may be put on hold for a period of time or until the outcome of the legal matter has been decided.

10. Will I get a copy of a final Decision?

If you are the complainant and have submitted a signed consent form (found at the end of the Complaint Form) the AIC is able to send you a copy of the final decision.

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