Roles & Responsibilities
It’s important to understand the various roles and responsibilities in the warranty process for homeowners, builders, as well as Tarion and the Home Construction Regulatory Authority (HCRA). The warranty process involves different steps, but the goal is for all parties to work together to resolve warranty issues. Everyone has the right to a new home warranty process free from threats, harassment, intimidation, hostile remarks, or rude behaviour - and Tarion expects all parties in the warranty process to conduct themselves with courtesy, honesty, fairness, and respect.
Below is an overview of the different roles and responsibilities according to each party.
Before You Move In
- Understand your warranty coverage and the process for making warranty service requests and claims
- Participate in the pre-delivery inspection (PDI) by making note of incomplete, damaged or
missing items and learning how to operate your home's systems
After You Move In
- Properly maintain your home in order to preserve your warranty coverage
- Bring any warranty service requests to your builder's attention in writing as soon as possible
- Provide your builder with reasonable access to your home to investigate and address warranty service requests
- If you need warranty assistance from Tarion, ensure that your claim is submitted within the appropriate timelines
Before You Move In
- Administer the MyHome online portal, which allows homeowners to manage their warranty and report defects to the builder and Tarion
- Facilitate the fair resolution of disputes between homeowners and builders over warranty coverage, repairs, or customer service
After You Move In
- Assess warranty claims to determine if they are valid either through an on-site inspection or an alternative method of investigation
- In cases where a builder fails to address a valid warranty claim, resolve the claim directly with the homeowner either through compensation or repairs by a third party
At All Times
- Manage a guarantee fund to protect new home buyers, out of which compensation for warranty claims is paid
Before You Move In
- Provide you with information about your warranty coverage at the time of purchase
- Conduct a pre-delivery inspection (PDI) with you on or before the closing date and explain how the various systems in your home work
- Provide you with a warranty certificate upon your home's completion which indicates when your new home warranty takes effect
After You Move In
- Be reasonably accessible to you to address customer service issues, including investigating issues with your home to determine if they are covered by the warranty
At All Times
- Ensure that your home is built properly. This means that it is constructed in accordance with Ontario's Building Code, is fit for habitation, and is free from defects in workmanship and materials and major structural defects
- Resolve valid warranty requests in a timely manner by performing repairs or offering an acceptable alternative resolution
*For condominium common elements, the condominium corporation is deemed to be the owner
The Home Construction Regulatory Authority (HCRA) is responsible for regulating and licensing new home builders/vendors, enforcing standards of competency, handle home buyer concerns about the conduct of their builder/vendor and manage the Ontario Builder Directory. Your builder must be licensed by the Home Construction Regulatory Authority (HCRA).
The HCRA’s builder directory a searchable database that provides information about Ontario’s home builders and vendors provided by the Home Construction Regulatory Authority. As Ontario’s home building regulator, HCRA is the official source for all licensing information about home builders and vendors.