Avoid the Complaint: What Triggers Most RECA Investigations—And How to Stay on the Right Side of the Rules

Nobody likes getting a call from the Real Estate Council of Alberta (RECA)—especially when it’s about a complaint that could have been avoided. But every year, RECA investigates hundreds of concerns from the public, and many of them stem from the same repeat issues. The good news? With a little awareness and a commitment to best practices, these complaints (and the potential fines that come with them) are almost entirely avoidable.

Here’s a breakdown of the most common reasons consumers file complaints with RECA—and how you can protect yourself and your business:

1. Lack of Communication

It sounds simple, but it’s one of the top complaints RECA receives. Clients feel left in the dark about showings, offers, deadlines, or even the basic steps of the transaction.

Avoid it: Set expectations early. Let clients know how and when they’ll hear from you, and stick to it. Even if there’s no news, check in regularly. It’s better to over-communicate than to have a frustrated client calling RECA because they think you ghosted them.

2. Misrepresentation or Incomplete Information

Whether it’s forgetting to disclose material defects or misstating square footage, consumers get upset—and rightfully so—when information they rely on turns out to be inaccurate.

Avoid it: Triple-check your listing details. Be clear about what you know, what you don’t, and what needs to be verified. If in doubt, disclose. It’s not just about legal protection—it’s about doing right by your clients and the industry.

3. Conflict of Interest & Undisclosed Relationships

RECA frequently hears from consumers who feel blindsided by undisclosed dual agency situations, referral fees, or business relationships.

Avoid it: Transparency is everything. If you’re representing both sides, have a close connection to another party, or stand to benefit in any way, disclose it in writing and get informed consent. Better yet, talk through potential conflicts openly before they become problems.

4. Failure to Follow Instructions or Act in Client’s Best Interest

RECA takes complaints seriously when consumers feel their agent ignored their instructions, pressured them into decisions, or didn’t put their needs first.

Avoid it: Your job is to advise and advocate, not to take the wheel. Listen closely, document instructions, and be careful with how you present options. A client’s priorities should always drive the process—not your personal preferences or convenience.

5. Poor Record Keeping and Documentation

When deals go sideways, documentation is your best friend. RECA often finds that agents in hot water can’t produce proper notes, written instructions, or confirmation of conversations.

Avoid it: Keep clean, clear records. Use your CRM. Save emails. Take notes on calls. When you operate like someone might need to audit your file (because they might), you’re always in a stronger position.

The Bottom Line

Most complaints come down to communication, transparency, and professionalism. The agents who avoid disciplinary action aren’t perfect—they’re just proactive. They set expectations, follow the rules, and document everything. And they treat every client, colleague, and transaction with care.

When in doubt, lean on your brokerage, your manager, and the resources available to you. Protecting your license means protecting your reputation—and that’s worth every extra step.