Ethics & Professional Standards

The National Association of REALTORS^® adopted its Code of Ethics in 1913. Since then, REALTORS^® everywhere have pledged to meet the Code’s high professional standards upon becoming members of the Association. The professional standards process plays a very important role in our local association. It helps ensure honorable, faithful and competent service to our members, their clients, customers and other members of the public through the enforcement and disciplinary procedures that accompany the Code.

If you are ready to file a complaint or request an arbitration hearing please visit the Before You File An Ethics Complaint page. This page also contains the link to file the form.

Ombudsman Program

What is the Ombudsman Program? 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. Ombudsman can also help the public understand what the Code of Ethics addresses and why perhaps your issue may not be addressed by the Code. An ombudsman can also assist you in filling out the ethics form. If you would like to request an Ombudsman to contact you to try and resolve a dispute, please email: Mchiara@hrra.com and write Ombudsman Request in the subject line.

Ethics Complaints

You may file an ethics complaint from anywhere in the United States; however, it must be filed with the Association having jurisdiction over the individual named in the complaint. HRRA’s jurisdiction covers the cities of Chesapeake, Franklin, Norfolk, Portsmouth, Suffolk, and Virginia Beach as well as Isle of Wight County. The complaint must be filed within 180 days of the incident. Remember, in Hampton Roads not all agents and brokers have chosen to become REALTORS^® and follow the code. Some even violate our trademark and call themselves REALTORS^® when they are not. You can determine if your agent or broker is a REALTOR^® by using our Find a REALTOR^® on the home page of this website.

Please note that we also have an Ombudsman program available that could possibly assist you with your ethical concerns. The Ombudsman will attempt to informally resolve your concerns through phone communication. The Ombudsman’s role is primarily one of communication and conciliation, not adjudication. Ombudsmen do not determine whether ethics violations have occurred;rather they anticipate, identify and resolve misunderstandings and disagreements before matters ripen into disputes and possible charges of unethical conduct.

For more information from Virginia REALTORS^®, please visit www.virginiarealtors.org/enforcing-the-code/

For more information from the National Association of REALTORS^®, please visit www.nar.realtor/about-nar/governing-documents/code-of-ethics/ethics-complaints-arbitration-requests-and-related-information

Filing a Grievance

First, determine whether this is an ethics matter or an arbitration of a business dispute. In an ethics complaint, you are alleging that a REALTOR^® violated one or more Articles of the Code of Ethics. Remember, not all real estate agents are REALTORS^®; only those who belong to their local Association of REALTORS^® (in this case, HRRA) and have agreed, as a condition of membership, to abide by a strict, enforceable Code of Ethics.

Arbitration is the process for resolving a business dispute about a real estate transaction that the parties have been unable to solve themselves. An arbitration request usually involves one REALTOR^® in disagreement with another over distribution of a commission. In certain circumstances, however, it can be used to resolve a dispute between a member of the public and a REALTOR^®.

If your situation concerns both ethics and arbitration, the Association will handle the arbitration first. The ethics complaint, if filed, is considered after final judgment is rendered in the arbitration.

Arbitration

Arbitration requests are different than a Code of Ethics filing and require a request form not an ethics complaint. Only Principal Brokers may request an arbitration with one exception, a client (a person who is a signed representation agreement with the brokerage in question) may file a request against their representative BUT they must agree (and sign) that they will be bound by the agreement and can pursue no further legal action, regardless of the outcome. The complaint must be filed within 180 days of the incident.

HRRA provides arbitration facilities as a service to its members. Arbitration is not a disciplinary proceeding, nor does it award punitive damages. By becoming and remaining a member of the Association, each REALTOR^® binds himself to arbitrate certain types of disputes. Not every situation may be arbitrated by the Association. Conditions and limitations exist which you must consider. The Association will explain these to you as the process continues. Request Arbitration

Dispute Resolution System

HRRA offers a Dispute Resolution System (DRS). Mediation is a process in which a neutral third party, called a Mediator, acts to encourage and to assist in the resolution of a dispute between two or more parties and is an entirely non-adversarial process.

Mediation FAQ

Ethics & Professional Standards

Ombudsman Program

Ethics Complaints

Filing a Grievance

Arbitration

Dispute Resolution System

Our 2025 Partners

The difference between an agent and a REALTOR® is real!
Click here to learn more!

Ethics & Professional Standards

Ethics Complaints

Dispute Resolution System

Our 2025 Partners

The difference between an agent and a REALTOR® is real! Click here to learn more!

The difference between an agent and a REALTOR® is real!
Click here to learn more!