Consumer protection, registrant satisfaction & brand awareness

Performance measures expand_less

Consumer protection, registrant satisfaction, and brand awareness are critical components that significantly impact RECO’s performance.

Consumer protection

In 2023, RECO took significant strides to enhance consumer protection through targeted initiatives and informational resources, including the introduction of RECO’s Information Guide. The comprehensive guide is designed to empower buyers and sellers in making informed decisions throughout the real estate transaction process. Under TRESA, a brokerage or real estate agent is required to provide the guide to prospective clients and self-represented parties before any services or assistance are offered.

Other consumer protection efforts, such as comprehensive brokerage inspections, are fundamental elements of enforcement and education. By ensuring that brokerages and real estate agents adhere to professional standards, RECO protects consumers in the public interest and promotes a safe marketplace.

Performance measure	2022	2023	2024
Brokerages inspections
Target # of inspections	N/A	900	1,050
# of completed inspections	777	888	TBA*

* Number will be published at fiscal year end.

Performance measure	Goal	2021	2022	2023
Brokerages
% of inspected brokerages requiring no further regulatory action	Maintain or improve the % of inspected brokerages that comply with regulations and require no further regulatory action	93%	89%	88%
Real estate agents
% of registrants subject to complaints and/or regulatory action	Maintain or improve the % of registrants who are subject to complaints and/ or regulatory action	2.7%	2.2%	1.8%

Registrant satisfaction

Registrant satisfaction is equally important to RECO's performance. RECO's commitment to enhancing registrant satisfaction through responsive customer service, fair enforcement practices, and clear communication helps cultivate a culture of professionalism and accountability among real estate agents and brokerages.

We regularly conduct surveys among registrants to monitor various aspects of RECO’s work, including registrant satisfaction with RECO.

Performance measure	Goal	2019	2021	2023
% of registrants satisfied with RECO overall	Maintain or improve the % of registrants who are satisfied with RECO overall	71%	76%	69%
% of registrants satisfied with the outcome they had when interacting with RECO	Maintain or improve the % of registrants satisfied with the outcome of their interactions with RECO	74%	77%	74%

Brand awareness

Brand awareness helps to shape stakeholder and consumer perceptions, reinforcing RECO’s position as a trusted regulator with a consumer protection mandate in the real estate sector.

Awareness of RECO’s brand and its mandate is most important to active consumers, e.g. those who are trading in real estate or intend to – which at any given time would include only a small portion of the overall population of Ontario.

We regularly conduct surveys among Ontario consumers to monitor various aspects including their awareness of RECO.

Performance measure	Goal	2018	2021	2023*
% of consumers aware of RECO*	Maintain or improve the % of Ontarians who are aware of RECO	33%	14%	23%**

* Based on surveys of a sample representing the general population of Ontario.
** Survey conducted in late 2022; results reported in 2023.

Consumer protection & awareness

notes Secondary Navigation