Managing Brokers (MBs) are required, pursuant to the Real Estate Services Rules, to be actively engaged in the management of the brokerage, and to ensure that the business of the brokerage is carried out competently and in accordance with the legislation (Real Estate Services Act). Part of that requirement is to be available to their agents to field and deal with questions and concerns.
Therefore, when an agent has a question or a concern, the agent must first contact their MB to discuss the matter. When that concern is about an agent from another brokerage, it is inappropriate for the agent to directly contact the MB of the other brokerage.
While Section 2 of the Rules of Cooperation requires that a complaint or concern must be addressed to the management of the other brokerage, the issue should be addressed and discussed by the respective MBs and not the agents involved.
The FVREB is increasingly hearing that agents are directly contacting MBs of another brokerage to discuss concerns about an agent in the other brokerage. Again, this is inappropriate. The Board has also received concerns directly from agents where the agent states that their MB is too busy, so they don’t want to bother them. Regardless of how busy an MB may be, they are required by legislation to listen and address your concern and, if necessary, contact the MB of another brokerage to resolve the matter.
It is another matter if, after an agent contacts their MB, the MB does not respond to the agent or does not deal with the issue. That would be the subject of a complaint against their MB.
As outlined above, organized real estate has MBs in place for a reason. Agents are, therefore, reminded to follow established procedures and requirements and make your MB your first contact when you have questions or concerns.
Source: Professional Standards