THE OMBUDSMAN PROGRAM provides an alternative dispute resolution service, rather than filing a formal Code of Ethics complaint, for members of the public or other Realtors® with grievances against NVAR members. An ombudsman can respond to general questions regarding real estate practices, transaction details, ethical practices and enforcement issues.

The types of disputes that can go through the Ombudsman Program must be uncomplicated, communication - based, of a modest monetary amount, able to be solved by providing simple education, or able to be solved by providing basic knowledge. Some of the types of disputes that cannot be resolved through the Ombudsman Program are complex, allege a violation of public trust, involve more than two parties, and involve a large monetary amount.

After an NVAR staff member has received a request for ombudsman services, the information will be sent to an NVAR ombudsman. The ombudsman will make contact with the parties in an attempt to resolve the dispute. If the efforts are not successful, and the complainant wishes to file a formal Code of Ethics complaint, the ombudsman will advise the complainant about the next steps in the process.

The ombudsmen are Realtor® volunteers who must have extensive real estate experience, including prior service on either the Grievance Committee or the Professional Standards Committee. These volunteers must demonstrate objectivity and possess extensive knowledge of the Code of Ethics, state licensing laws and best practices. Ombudsmen participate in training annually.

All allegations, discussions, and decisions made in ombudsman proceedings are confidential and may not be reported or published by NVAR, any member of a tribunal or any party under any circumstances – except in those situations outlined in the Code of Ethics and Arbitration Manual.

To learn more about the Ombudsman Program, please visit NVAR.com/ombudsman or contact prostandards@nvar.com.

ELIGIBLE DISPUTES:

•    Uncomplicated (example: uncompleted repairs)

•    Communication-based

•    Modest monetary amount

•    Solvable through simple education

•    Solvable through basic knowledge

INELIGIBLE DISPUTES:

•    Complex in nature (example: misleading or concealing pertinent facts)

•    Allege violation of public trust

•    Involve more than two parties

•    Involve a large monetary amount