{"id":4982,"date":"2021-12-15T21:07:06","date_gmt":"2021-12-15T21:07:06","guid":{"rendered":"https:\/\/cpatacabamcdev.wpengine.com\/?page_id=4982"},"modified":"2026-04-20T13:56:31","modified_gmt":"2026-04-20T18:56:31","slug":"agent-conduct-inquiry-and-complaints-processes","status":"publish","type":"page","link":"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/","title":{"rendered":"Agent Conduct Inquiry\/Complaints Process"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"4982\" class=\"elementor elementor-4982\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3fce598 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3fce598\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6e9f0ca\" data-id=\"6e9f0ca\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-769f27c elementor-widget elementor-widget-text-editor\" data-id=\"769f27c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The <em>CPATA Act<\/em>, By-laws, Code of Professional Conduct and Registrar\u2019s Policies, together with our Regulatory Objectives, Standards and Principles establish the foundation for how inquiries and complaints about the conduct of agents will be addressed. CPATA\u2019s approach is risk-focused, principled, proportionate and fair.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2e57505 elementor-widget elementor-widget-heading\" data-id=\"2e57505\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Early Resolution \u2013 Agent Conduct Inquiries<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-167b150 elementor-widget elementor-widget-text-editor\" data-id=\"167b150\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Often, the best and most efficient way to address questions about an agent\u2019s professional conduct is to find out whether concerns can be answered or resolved through CPATA\u2019s informal inquiry process, rather than by filing a complaint. CPATA will assess questions and concerns, identify options for responding to or resolving these quickly, and help individuals understand whether CPATA has the jurisdiction or authority to assist. This informal resolution process requires consent of both the complainant and the agent before engaging in resolution efforts. If successful, this process can avoid the need to file a complaint in order to achieve the hoped for outcomes. If an individual is not satisfied with the outcome of the attempts at early resolution, they can always choose to file a complaint subsequently.<\/p><p><a href=\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/policy-on-early-resolution-of-agent-conduct-inquiries\/\">CPATA\u2019s Policy on Early Resolution of Agent Conduct Inquiries<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d3cd55c elementor-widget elementor-widget-heading\" data-id=\"d3cd55c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaint Process - Steps\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-601ec66 elementor-widget elementor-widget-text-editor\" data-id=\"601ec66\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>It is recommended that individuals contact CPATA through the Agent Conduct Inquiry process to discuss their concerns before filing a complaint. Once CPATA receives a complaint about an agent, we go through several steps.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a69e28c elementor-widget elementor-widget-text-editor\" data-id=\"a69e28c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Step 1: Complaint Submission<\/strong><\/p><p>Anyone can fill out <a href=\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-complaint-form\/\">this form<\/a> to file a complaint about a CPATA licensee. The form asks for some basic personal information and a description of the concern. The complaints process is confidential and by filing a complaint, clients of agents are not waiving agent-client or lawyer-client privilege. CPATA\u2019s Professional Responsibility team will review the submission within 3-5 business days and reach out for next steps.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c24344b elementor-widget elementor-widget-text-editor\" data-id=\"c24344b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Step 2: Review by the Registrar <\/strong><\/p><p>Complaints are reviewed by the Registrar to assess whether the concerns fall within CPATA\u2019s jurisdiction and authority to resolve or investigate. The Registrar may take one of the following actions:<\/p><ul><li>dismiss the complaint with or without best practices advice and provide reasons for that decision;<\/li><li>attempt, with the parties\u2019 consent, to resolve the concerns through an informal, early resolution process; or<\/li><li>refer the complaint to the Investigations Committee for investigation.<\/li><\/ul><p>The Registrar makes this decision based on public-interest principles in accordance with CPATA\u2019s Regulatory Objectives, Standards and Principles, and the <a href=\"https:\/\/cpata-cabamc.ca\/en\/about-us\/regulatory-policies\/complaint-dismissals\/\">Registrar\u2019s Policy on Complaint Dismissals<\/a><\/p><p>If a complaint is dismissed without further inquiry, or after obtaining one or more responses from the agent, a complainant will receive a written letter by email providing reasons for the decision. CPATA\u2019s By-laws (s. 86) provide that a complainant whose complaint has been dismissed may appeal the decision to the Investigations Committee.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3b390a9 elementor-widget elementor-widget-text-editor\" data-id=\"3b390a9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Step 3: Investigation by the Investigations Committee <\/strong><\/p><p>If a complaint is referred to the Investigations Committee by the Registrar, the Committee may decide to dismiss the complaint without further investigation, or they may undertake an investigation. The Investigations Committee may appoint an Investigator to assist with the investigation. An investigation will involve obtaining one or more written responses from the agent, and may involve one or more of the following, as well as other steps:<\/p><ul><li>obtaining additional information from the complainant;<\/li><li>obtaining additional information including file materials and records from the agent by consent;<\/li><li>conducting interviews with the agent, the complainant and\/or third parties; or<\/li><li>obtaining a Warrant or Order for release of file materials and other information.<\/li><\/ul><p>Investigations are conducted in a fair, transparent and thorough manner and may take a number of months to complete. CPATA will provide regular updates on the status of the investigation to the complainant and the agent.<\/p><p>Once the investigation is complete, the Investigator will provide a report to the Investigations Committee for consideration. Based on this report, the Committee may:<\/p><ul><li>dismiss a complaint with or without best practices advice based on such things as a lack of jurisdiction or a lack of evidence that an agent has engaged in professional misconduct or been incompetent; or<\/li><li>file a Notice of Application to refer the complaint to the Discipline Committee for a hearing.<\/li><\/ul><p>If the Committee decides to dismiss a complaint before or after an investigation, they will provide written reasons for their decision, and there is no right of appeal under the <em>CPATA Act<\/em>.<\/p><p>In situations where a complaint raises serious concerns about ongoing risk of harm to the public and to the reputation of CPATA as the regulator of agents, the Investigations Committee may impose conditions or restrictions on or suspend a licensee\u2019s licence to practice, with or without hearing from the licensee (s. 37.1).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fe66a09 elementor-widget elementor-widget-text-editor\" data-id=\"fe66a09\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Step 4: Notice of Application by the Investigations Committee<\/strong><\/p><p>If the Investigations Committee decides after a thorough investigation that there is evidence of professional misconduct or incompetence by an agent, it will file a Notice of Application to refer the matter to the Discipline Committee for a hearing. It is only at this point, when the Investigations Committee believes there is sufficient evidence to support a finding of professional misconduct and\/or incompetence, that a licensees\u2019 information becomes public. Notices of Application include the licensees\u2019 name, licence class and city, as well as a summary of the allegations with references to the applicable rules in the Code of Professional Conduct, and a brief summary of the relevant facts alleged. Complainant information remains confidential. Notices of Application are published on <a href=\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/discipline-proceedings\/\">CPATA\u2019s website<\/a> and in CPATA\u2019s monthly newsletter for licensees and the public.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dea5f34 elementor-widget elementor-widget-text-editor\" data-id=\"dea5f34\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Step 5: Notice of Hearing Dates<\/strong><\/p><p>Once a Notice of Application has been filed with the Discipline Committee, pre-hearing conferences are often held between the Discipline Committee Chair or designate, the parties and their counsel to discuss how the hearing will proceed, deadlines, etc. The parties are the Investigations Committee, represented by counsel, and the Licensee, represented by their own counsel should they so desire. The complainant is not one of the parties. This pre-hearing process can take a number of months.<\/p><p>Once the dates for the proceeding have been confirmed between the parties and the Discipline Panel, a Notice of Hearing Dates is published on <a href=\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/discipline-proceedings\/\">CPATA\u2019s website<\/a> and in the monthly newsletter for licensees and the public.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a12d52 elementor-widget elementor-widget-text-editor\" data-id=\"4a12d52\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Step 6: Discipline Hearing<\/strong><\/p><p>A Discipline Panel will be constituted to hear the case. The Discipline Panel is usually composed of three members of the Discipline Committee (selected based on factors such as the nature of the specific complaint, the preferred official language of the agent and ensuring representation by both agents and non-agents) and functions much like a court of law.<\/p><p>Discipline proceedings are managed according to <a href=\"https:\/\/cpata-cabamc.ca\/about-us\/regulation\/discipline-committee-and-investigations-committee-policies\/\">policies and procedures<\/a> that promote fairness, openness and excellence. They are conducted virtually via Zoom and livestreamed for the public on YouTube. A proceeding may involve witness testimony, or presentation of a proposed settlement agreement between the parties. Complainants may be called to testify as witnesses.<\/p><p>If a licensee is contesting or arguing the allegations made by the Investigations Committee, a hearing on the merits of the application may require multiple days for presentation of all the evidence and arguments, and a separate hearing is held to consider the appropriate penalty if a licensee is found to have engaged in professional misconduct or incompetence. If a settlement proposal is being made, a panel may only need a half-day to consider the proposal.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d23de6d elementor-widget elementor-widget-text-editor\" data-id=\"d23de6d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Step 7: Discipline Commitee Decision<\/strong><\/p><p>If the Discipline Panel decides that the licensee has committed professional misconduct or was incompetent, the Panel may:<\/p><ul><li>impose conditions on a licence of the licensee;<\/li><li>impose restrictions on the licensee\u2019s entitlement to represent persons under section 27 or 30;<\/li><li>suspend a licence of the licensee for a period of not more than two years or until specified conditions are met, or both;<\/li><li>revoke a licence of the licensee;<\/li><li>reprimand the licensee;<\/li><li>require the licensee to pay a penalty of not more than $10,000 to the College;<\/li><li>require the licensee to pay to the College or any complainant all or a portion of the costs incurred by them during the application before the Committee;<\/li><li>require the licensee to reimburse all or a portion of the fees or disbursements paid to the licensee by a client; or<\/li><li>take or require any other action that the Committee considers appropriate in the circumstances.<\/li><\/ul><p>The Panel must give its decisions and reasons in writing without including any privileged information. The Panel Chair will communicate the decision to the parties. All decisions are public on <a href=\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/discipline-proceedings\/\" target=\"_blank\" rel=\"noopener\">CPATA&#8217;s website<\/a>, in the monthly newsletter for licensees and the public, and published on the CanLII decision database. CPATA&#8217;s <a href=\"https:\/\/registre-public-register.cpata-cabamc.ca\/?language=en_CA\">Public Register<\/a> has up-to-date information about licensees including any conditions on practice, suspension or revocation of their licence.\u00a0 \u00a0<\/p><p>A party to an application may appeal a decision of the Discipline Panel to the Federal Court within 30 days of the date of the decision.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5bd83a9 elementor-widget elementor-widget-heading\" data-id=\"5bd83a9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">FAQ<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-523bb9a elementor-widget elementor-widget-accordion\" data-id=\"523bb9a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-8621\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-8621\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Why are discipline hearings open to the public?\u202f <\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-8621\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-8621\"><p><span class=\"TextRun SCXW69637644 BCX0\" lang=\"EN-CA\" xml:lang=\"EN-CA\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW69637644 BCX0\">CPATA\u2019s discipline hearings follow open court principles, meaning they are open to the public. This protects the public by ensuring that clients of licensees can know if their agent is subject to significant allegations of professional misconduct on incompetence. It also\u00a0<\/span><span class=\"NormalTextRun SCXW69637644 BCX0\">facilitates<\/span><span class=\"NormalTextRun SCXW69637644 BCX0\">\u00a0effective co-regulation between CPATA and other regulatory organizations for licensees who are also lawyers, engineers or hold other professional designations.\u202f\u202f<\/span><span class=\"NormalTextRun SCXW69637644 BCX0\">CPATA is committed to openness and transparency, as well as accountability in the\u00a0<\/span><span class=\"NormalTextRun AdvancedProofingIssueV2Themed SCXW69637644 BCX0\">manner in which<\/span><span class=\"NormalTextRun SCXW69637644 BCX0\">\u00a0licensees are regulated in the public interest.<\/span><\/span><span class=\"EOP SCXW69637644 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-8622\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-8622\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Why are the names of licensees subject to a discipline hearing made public?\u202f <\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-8622\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-8622\"><p><span data-contrast=\"auto\">It is important to understand that the names of licensees are kept confidential in the\u00a0early stages\u00a0of the investigations\u00a0process. A licensee\u2019s name is only made public\u00a0if\u00a0the Investigations Committee\u00a0determines\u00a0that there is\u00a0significant evidence\u00a0of professional misconduct or incompetence and refers the matter to the Discipline Committee for a hearing. This balances the privacy of licensees with the necessity of transparency for public protection.\u202f\u202fThis is an accepted and\u00a0expected\u00a0policy and process for best practice professional regulators.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Note that CPATA publishes the Decisions\u00a0of the Discipline Committee on its website and circulates\u00a0them\u00a0in its newsletter, removing at that time the Notice of Application, Notice of Discipline Hearing Dates and other public documents associated with the discipline proceedings. This means that, should the Committee\u00a0determine\u00a0that there was no evidence of professional misconduct or incompetence, this conclusion\u00a0with reasons\u00a0will be published and will be the only\u00a0remaining\u00a0material available on CPATA\u2019s website\u00a0regarding\u00a0that matter.\u202f\u202f<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-8623\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-8623\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Why does CPATA hold virtual hearings on Zoom which are streamed live on YouTube?\u202f <\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-8623\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-8623\"><p><span data-contrast=\"auto\">CPATA holds virtual hearings to make proceedings as easily accessible for everyone, which is in line with open courts principles. Since CPATA regulates licensees throughout Canada, holding virtual proceedings reduces cost and removes geographic and financial barriers for complainants, licensees, counsel,\u00a0and\u00a0members of the public.\u202f\u202f<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Zoom and YouTube are modern platforms that offer many benefits for this\u00a0process and\u00a0are used by other regulators\u00a0and courts\u00a0for this purpose. It is important to note that anyone can watch a discipline hearing\u00a0live\u00a0but no participant is\u00a0permitted\u00a0to record the proceeding. Proceedings are not publicly available anywhere online after proceeding has finished. Holding virtual proceedings also reduces the regulatory cost of hearings, ensuring that CPATA\u2019s budget is\u00a0allocated\u00a0efficiently.\u202f\u202f\u00a0Finally, using Zoom for the panel and parties to the hearing, and YouTube for observers\u00a0permits\u00a0the Panel Chair to\u00a0maintain\u00a0appropriate control\u00a0over the proceedings.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-8624\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-8624\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">How does CPATA protect the confidential, privileged and personal information of complainants?\u202f <\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-8624\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-8624\"><p><span class=\"TextRun SCXW199727459 BCX0\" lang=\"EN-CA\" xml:lang=\"EN-CA\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW199727459 BCX0\">Complainant names and\u00a0<\/span><span class=\"NormalTextRun SCXW199727459 BCX0\">identifying<\/span><span class=\"NormalTextRun SCXW199727459 BCX0\">\u00a0information is kept confidential throughout all stages of the investigation and discipline process.\u00a0<\/span><span class=\"NormalTextRun SCXW199727459 BCX0\">Identifying<\/span><span class=\"NormalTextRun SCXW199727459 BCX0\">\u00a0information such as location or gender are anonymized to further protect complainants. A client\u2019s confidential or privileged intellectual property information will never be publicly\u00a0<\/span><span class=\"NormalTextRun SCXW199727459 BCX0\">disclosed<\/span><span class=\"NormalTextRun SCXW199727459 BCX0\">\u00a0during a proceeding.\u202f<\/span><\/span><span class=\"EOP SCXW199727459 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>The CPATA Act, By-laws, Code of Professional Conduct and Registrar\u2019s Policies, together with our Regulatory<\/p>\n","protected":false},"author":6,"featured_media":0,"parent":47,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"unboxed","site-sidebar-style":"unboxed","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"folder":[],"class_list":["post-4982","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Agent Conduct Inquiry\/Complaints Process - CPATA<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Agent Conduct Inquiry\/Complaints Process - CPATA\" \/>\n<meta property=\"og:description\" content=\"The CPATA Act, By-laws, Code of Professional Conduct and Registrar\u2019s Policies, together with our Regulatory\" \/>\n<meta property=\"og:url\" content=\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/\" \/>\n<meta property=\"og:site_name\" content=\"CPATA\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-20T18:56:31+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/\",\"url\":\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/\",\"name\":\"Agent Conduct Inquiry\/Complaints Process - CPATA\",\"isPartOf\":{\"@id\":\"https:\/\/cpata-cabamc.ca\/en\/#website\"},\"datePublished\":\"2021-12-15T21:07:06+00:00\",\"dateModified\":\"2026-04-20T18:56:31+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/cpata-cabamc.ca\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Public Resources\",\"item\":\"https:\/\/cpata-cabamc.ca\/en\/public-resources\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Agent Conduct Inquiry\/Complaints Process\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/cpata-cabamc.ca\/en\/#website\",\"url\":\"https:\/\/cpata-cabamc.ca\/en\/\",\"name\":\"CPATA\",\"description\":\"CPATA\",\"publisher\":{\"@id\":\"https:\/\/cpata-cabamc.ca\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/cpata-cabamc.ca\/en\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/cpata-cabamc.ca\/en\/#organization\",\"name\":\"CPATA\",\"url\":\"https:\/\/cpata-cabamc.ca\/en\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/cpata-cabamc.ca\/en\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/cpata-cabamc.ca\/wp-content\/uploads\/2021\/02\/Logo-Light-RGB.svg\",\"contentUrl\":\"https:\/\/cpata-cabamc.ca\/wp-content\/uploads\/2021\/02\/Logo-Light-RGB.svg\",\"width\":561,\"height\":112,\"caption\":\"CPATA\"},\"image\":{\"@id\":\"https:\/\/cpata-cabamc.ca\/en\/#\/schema\/logo\/image\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Agent Conduct Inquiry\/Complaints Process - CPATA","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/","og_locale":"en_US","og_type":"article","og_title":"Agent Conduct Inquiry\/Complaints Process - CPATA","og_description":"The CPATA Act, By-laws, Code of Professional Conduct and Registrar\u2019s Policies, together with our Regulatory","og_url":"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/","og_site_name":"CPATA","article_modified_time":"2026-04-20T18:56:31+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"9 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/","url":"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/","name":"Agent Conduct Inquiry\/Complaints Process - CPATA","isPartOf":{"@id":"https:\/\/cpata-cabamc.ca\/en\/#website"},"datePublished":"2021-12-15T21:07:06+00:00","dateModified":"2026-04-20T18:56:31+00:00","breadcrumb":{"@id":"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/cpata-cabamc.ca\/en\/public-resources\/agent-conduct-inquiry-and-complaints-processes\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/cpata-cabamc.ca\/en\/"},{"@type":"ListItem","position":2,"name":"Public Resources","item":"https:\/\/cpata-cabamc.ca\/en\/public-resources\/"},{"@type":"ListItem","position":3,"name":"Agent Conduct Inquiry\/Complaints Process"}]},{"@type":"WebSite","@id":"https:\/\/cpata-cabamc.ca\/en\/#website","url":"https:\/\/cpata-cabamc.ca\/en\/","name":"CPATA","description":"CPATA","publisher":{"@id":"https:\/\/cpata-cabamc.ca\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/cpata-cabamc.ca\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/cpata-cabamc.ca\/en\/#organization","name":"CPATA","url":"https:\/\/cpata-cabamc.ca\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/cpata-cabamc.ca\/en\/#\/schema\/logo\/image\/","url":"https:\/\/cpata-cabamc.ca\/wp-content\/uploads\/2021\/02\/Logo-Light-RGB.svg","contentUrl":"https:\/\/cpata-cabamc.ca\/wp-content\/uploads\/2021\/02\/Logo-Light-RGB.svg","width":561,"height":112,"caption":"CPATA"},"image":{"@id":"https:\/\/cpata-cabamc.ca\/en\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/cpata-cabamc.ca\/en\/wp-json\/wp\/v2\/pages\/4982","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cpata-cabamc.ca\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/cpata-cabamc.ca\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/cpata-cabamc.ca\/en\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/cpata-cabamc.ca\/en\/wp-json\/wp\/v2\/comments?post=4982"}],"version-history":[{"count":0,"href":"https:\/\/cpata-cabamc.ca\/en\/wp-json\/wp\/v2\/pages\/4982\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/cpata-cabamc.ca\/en\/wp-json\/wp\/v2\/pages\/47"}],"wp:attachment":[{"href":"https:\/\/cpata-cabamc.ca\/en\/wp-json\/wp\/v2\/media?parent=4982"}],"wp:term":[{"taxonomy":"folder","embeddable":true,"href":"https:\/\/cpata-cabamc.ca\/en\/wp-json\/wp\/v2\/folder?post=4982"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}