Interim Enhancements to the (Tarion) Customer Service Standard

Regulation Number(s):
Instrument Type:
Bill or Act:
Ontario New Home Warranties Plan Act
Summary of Decision:
Effective September 14, 2020, homeowners will benefit from interim changes to Tarion's Customer Service Standards to better protect homeowners under the new home warranty and protection program including:

• Increasing homeowners' ability to access help from Tarion by adding 10-day grace periods to:
o The initial 30-day claim submission period
o The initial 30-day request for conciliation period
o The year-end claim submission period with written evidence the homeowner reported items to their builder during the first year warranty period
o The year-end request for conciliation period
• Allowing homeowners to add additional items to forms during the 30-day and year-end claim submission periods
• Tarion is increasing the types of claims that can be addressed anytime in the first year by expanding the definition of emergency claims to include any water penetration claims

Tarion sought public input on these interim changes from January to March of 2020, including hosting eight roundtables with over 250 homeowners and receiving over 100 written submissions. Thank you for sharing your invaluable feedback on how to improve the Customer Service Standard.

Tarion also sought public input on additional changes to the Customer Service Standard for 2021 to address the Auditor General's recommendation 6 in full, including reducing the builder repair period, as well as further consumer protection initiatives coming into force later this year.
Further Information:
Proposal Number:
Posting Date:
January 21, 2020
Summary of Proposal:
Contact Address:
6th Flr, 56 Wellesley St W, Toronto, ON M7A 1C1
Effective Date:
September 14, 2020