Make a Complaint
Before you submit your complaint you should know
We don't replace Tarion's warranty process
We are not an office of record for Tarion and we cannot accept Warranty forms, requests for conciliation or requests for a Decision Letters on Tarion’s behalf. These must go directly to Tarion.
Coming to our office does not relieve you from the responsibility to follow the standard warranty process, and we can talk you through it to make sure you don’t miss any deadlines.
Speak to Tarion first
We are an office of last resort. This means that you need to give Tarion a chance to address your concerns first. If you have not yet discussed your concern with Tarion or escalated your concern to a Tarion manager, please do so. For complaints about specific warranty issues, contact your Warranty Services Representative or Coordinator. For general complaints, you can view the Tarion complaint process here.
We are confidential
We are a confidential office. Our voicemail, fax and e-mail are confidential, and only accessible by our staff in the New Home Ombuds. We will not discuss your case with Tarion unless we have your permission to do so.
Other ways to submit a complaint
You can also call, mail or email us to discuss your concern. If you’d like to meet in person, we can arrange a time to do so. Our office is open from 8:30 am to 5:00 pm, Monday to Friday.
New Home Ombuds, 5160 Yonge Street, 12th Floor, Toronto ON M2N 6L9
Please call us to make an appointment.