NCMAR Ombudsman Program

The definition of Ombudsman for Realtors® – The Ombudsman Program in its simplest definition is informal telephone mediation. In some cases it can address and solve minor complaints from the public. It can also solve inter-Realtor® conflicts before they become serious problems. Like a mediator, an ombudsman helps parties find solutions.

What is the NCMAR Ombudsman Program?

Ombudsman Procedures adopted by the North Central MA Association of REALTORS® (NCMAR) are intended to provide enhanced communications and initial problem-solving capacity to the professional standards process. NCMAR is charged with the responsibility of receiving and resolving ethics complaints, and hearing arbitration disputes filed against its members. An Ombudsman can respond to general questions regarding real estate practices, transaction details, ethical practices and enforcement issues.

When will an Ombudsman be offered?

Many complaints do not expressly allege violations of specific articles of the REALTOR® Code of Ethics and may not concern conduct related to the Code. Some complaints are transactional, technical, and procedural questions that can be readily responded to. Some complaints are due strictly to lack of communication. These types of issues may be appropriate for the Ombudsman program.

What are REALTOR® Ombudsman benefits?

You can receive non-judgmental real estate-related information in a timely manner and at no cost.

What will the Ombudsman NOT do?

Adjudicate/make the final decision;
Give legal advice;
Determine who is right or wrong;
Disclose communications – Process is CONFIDENTIAL;
Make any written record of discussions and/or agreements.

Who are the Ombudsman?

Realtors or staff appointed to be Ombudsman must:

Meet criteria for extensive real estate experience and/or additional qualifications as determined by the NCMAR Board of Directors;
Demonstrate objectivity;
Participate in a training program; and
Possess extensive knowledge of the REALTOR® Code of Ethics, license law, and best practices.

How does the Ombudsman process work?

The NCMAR Professional Standards Administrator and/or the Chief Executive Officer will assemble information to be sent to the NCMAR Ombudsman via e-mail. This information may include:

Name, phone number, and role of the complainant (that is, buyer, seller, broker, etc.)
Name, phone number, and role of the respondent (that is, broker, principal broker, etc.)
If the respondent is a broker, the name of the principal broker and/or managing broker.

The definition of Ombudsman for Realtors® – The Ombudsman Program in its simplest definition is informal telephone mediation. In some cases, it can address and solve minor complaints from the public. It can also solve inter-Realtor® conflicts before they become serious problems. Like a mediator, an ombudsman helps parties find solutions.

The NCMAR Ombudsman will make all necessary contacts in an attempt to resolve the complaint. If the Ombudsman’s efforts are effective, there is no further action necessary. If the efforts are not successful in resolving the Complainant’s issues, the Ombudsman will advise the Complainant about the next step(s) in the complaint process.