The HRAC Complaints Management Process is intended to help maintain the professional image of members of the Heating Refrigeration and Air Conditioning Contractors (HRAC) in the marketplace. This process was adopted and implemented by HRAC to assist consumers who have engaged HVACR companies that employ skilled and certified trades people. All HRAC Members in good standing are required to meet HRAC membership criteria that include verification of: trade licenses, provincial fuel licenses, municipal and contractor licenses, worker’s compensation coverage and liability insurance. Members must also agree to abide by the HRAC Members’ Code of Ethics.

Complaints that require legal intervention or disagreements that arise over pricing are outside the scope of this process. While HRAC will encourage its members to address customer complaints in a satisfactory manner, it cannot compel them to do so. The maximum penalty that HRAC can impose on a member for failing to adhere to the Members’ Code of Ethics is expulsion from membership in HRAC. Only complaints that are submitted on the complaint submission form with all applicable areas filled in will be accepted under the HRAC Complaints Management Process.

All information gathered in the Complaints Management Process will be treated as confidential to the limit of the complainant, the member in question, the HRAC Board of Directors and HRAC staff.

Download the Complaint Submission Form (PDF 48K) in PDF format and either send it to us by either mail or FAX.

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