Summer 2023 | Vol. 5 | Issue 1
Meet the CMRAO’s Statutory Director, Jillian Siskind
Jillian Siskind
The CMRAO provides strong consumer protection for Ontarians living and investing in condominiums by regulating and strengthening the condominium management profession. Investigating complaints is an integral part of this mandate; the CMRAO examines instances where licensees are alleged to have violated or been in non-compliance of the Condominium Management Services Act, 2015 (CMSA) and the Code of Ethics regulation. When it is clear that a violation of the CMSA has occurred, these complaints are referred to the Statutory Director. The appointment of a Statutory Director is an important part of the CMSA’s enforcement regimen.
Jillian Siskind is the Statutory Director appointed by the Board of Directors to oversee the CMRAO’s enforcement activities, issue orders, and lay and prosecute charges under the CMSA. The Office of the Statutory Director has investigators who are appointed to conduct investigations and provide reports to the Statutory Director. These reports are reviewed to determine if the matter requires further action, such as prosecution or other resolution.

Jillian is a seasoned lawyer with extensive experience working with government and other regulatory bodies. She began her career as a Crown Attorney with Public Prosecution Services Canada (formerly the Department of Justice) and trained as a criminal lawyer. Her enthusiasm for the public interest side of law led her to pursue work with industry regulators, eventually establishing her own law firm in 2017, specializing in civil litigation and alternative dispute resolution, industry and professional regulation, and privacy and data protection.

She finds consumer protection law appealing because it aligns with her passion for protecting the public interest. “A home purchase is so personal to people. It’s generally the biggest investment people make, and the condo space is no exception,” said Jillian Siskind. “If you have a problem in your home, it really affects your whole life, so I do think that consumer protection in the residential sphere is really impactful in people’s lives. I find that meaningful to me as a lawyer,” she said.
Although the Office of the Statutory Director primarily deals with instances of unlicensed practice, it is also engaged in other enforcement activities under the CMSA when the CMRAO's initiatives to bring managers and/or provider businesses into compliance are unsuccessful or being ignored. The Office will conduct investigations into these matters and take appropriate action. Since 2017, the Statutory Director has investigated 26 cases, laid charges in 11 cases, and prosecuted 1 case in provincial court. All other resolved cases where the Statutory Director has laid charges have resulted in convictions by way of guilty pleas.

The CMRAO ensures that Ontario’s condominium managers and provider businesses are licensed and compliant with the CMSA and its regulations. By reinforcing professional standards and promoting effective compliance, the CMRAO provides consumers with protection and confidence that their assets are being well-managed.
Condominium Owners and Residents Are Encouraged to Get to Know the CMRAO 
Condominium owners and residents can learn more about the CMRAO and its consumer protection mandate through our new guide, Get to Know the CMRAO.
 
As part of the development of this resource, the CMRAO consulted its Advisory Committee, which provided valuable feedback and important considerations to ensure it would be useful to condominium owners and residents.
 
The guide provides information to help owners and residents better understand how the CMRAO operates, outlines how the CMRAO addresses complaints, and clarifies our role as the licensing and regulatory authority of Ontario’s condominium management sector.
Reporting on the CMRAO's 2022–23 Activities
Since its inception, the CMRAO continues to be an effective, modern regulator that promotes consumer protection and adapts to a complex and expanding condominium management sector. Our 2022–23 Annual Report highlights the CMRAO’s activities and achievements over the fiscal year. The report is available on the CMRAO website.

Managing Emergency Situations in Condominiums Webinar 
On Friday, July 21, 2023, the CMRAO hosted a webinar featuring professionals who offered different perspectives on managing emergency situations and provided condominium managers with effective strategies to identify and mitigate potential security threats before they can cause harm in condominium communities. Managers learned how they can prepare to keep residents safe and maintain their duty of care before, during, and after emergency situations.
 
The panel was comprised of four experts, which included:

  • Tony Bui, Associate Lawyer, Gardiner Miller Arnold LLP
  • Brian Claman, President & Managing Director, Brian Claman & Associates Ltd.
  • Craig McMillan, President, Maple Ridge Community Management Ltd.
  • Dr. Jack Rozdilsky, Associate Professor and Director of York University’s Disaster and Emergency Management program
 
Nearly 700 people attended the webinar, which received positive feedback about the quality of the content, presenters, and question-and-answer period.
 
The CMRAO is developing a supplementary resource for condominium managers that will include information about the strategies discussed during the webinar and templates they can use to prepare their own emergency plans. The recording and slide deck are available on the CMRAO website. 
Licensing Update
New Video: Understanding the CMRAO’s Complaints Process
Handling complaints is an important aspect of consumer protection, and the CMRAO accepts complaints against condominium managers and provider businesses pursuant to the Condominium Management Services Act, 2015 (CMSA) and its regulations, including the Code of Ethics regulation.
Anyone with a concern related to the conduct of a condominium manager or provider business can submit a complaint through the CMRAO’s online portal. However, the CMRAO is only able to address complaints within its jurisdiction as outlined in legislation. The CMRAO does not have jurisdiction over the decisions or conduct of condominium corporations, other people, or businesses (such as the board of directors, administrators, and security guards) unless they are providing condominium management services illegally without a licence or otherwise violating the CMSA.
 
The CMRAO has released a new video to provide clarity around the kinds of complaints it is able to address and information about the complaints process. 
Complaints
The CMRAO handles complaints by conducting inspections and investigations, assisting in issues resolution, holding discipline hearings, and taking corrective actions. What follows is a summary of the complaints received over the last year. This is information the CMRAO will be sharing about the work we do to protect consumers and regulate Ontario’s rapidly growing condominium management sector.
Questions Well Received!
The CMRAO has received several questions related to condominium managers who do not move forward with requested repair items. It is important to note that condominium managers and provider businesses have a contract with the condominium corporation and take their direction from the corporation’s Board of Directors. Although they make recommendations to the Board, they do not independently make decisions pertaining to repairs, fees, use of common elements, election dates, and such. These decisions are typically made by the Board and the manager initiates action at their direction.
Learn Even More
The CMRAO's blog provides relevant, timely, and valuable information to help condominium managers better understand their role as licensed professionals. Here are some recent posts:
The CMRAO works to protect the public interest by licensing and regulating condominium managers and management provider businesses ...
In addition to all other requirements, General Licensees are required to successfully complete the educational ...
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About this newsletter:
CMRAO Quarterly is an e-newsletter published quarterly by the CMRAO for stakeholders.
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