Dispute Resolution
Promoting Professionalism
NEAR is committed to fostering a culture of professionalism, continuing education, and ethical behavior. Our goal is to support our members in delivering exceptional service and protecting the public’s trust in the REALTOR® brand.
Learn more about filing a complaint, dispute resolution, or the Code of Ethics by contacting NEAR or visiting NAR’s Professional Standards resources.
Professional Standards & the REALTOR® Code of Ethics
The Massachusetts Association of REALTORS® (MAR) is responsible for enforcing the National Association of REALTORS® (NAR) Code of Ethics. This Code sets a higher standard of professional conduct and applies exclusively to REALTORS®.
Many disputes between real estate professionals are the result of miscommunication or lack of information. If you’re having an issue, we recommend first speaking directly with the REALTOR® involved or their principal broker. A respectful, open conversation often resolves concerns without the need for further action.
If you've already taken these steps and still believe a REALTOR® has acted unethically, you may consider filing an ethics complaint. Before doing so, please keep the following in mind:
- Only REALTORS® are subject to the NAR Code of Ethics. If the individual is not a REALTOR®, your options may be limited to the state licensing board or legal channels.
- REALTOR® associations determine whether a Code violation has occurred—not whether a law has been broken.
- Disciplinary actions for violations may include required education, fines, reprimands, or suspension/termination of membership. Associations cannot award monetary damages or impact a license status.
Who to Contact
Arbitration & Mediation
For questions or assistance regarding arbitration or mediation, contact Kate Berard, MAR Director of Professional Standards & Association Counsel.
Email: kberard@marealtor.com
Phone: (781) 839-5505 ext. 505
Ombudsman
To access Ombudsman services, contact our Sharon Sarvela, NEAR Membership & Professional Standards Coordinator.
Email: sharon@northeastrealtors.com
Phone: (978) 577-6138
Additional Resources
MAR Dispute Resolution – Guide for REALTORS®
Arbitration
Arbitration is an alternative to court where a neutral third party makes a binding decision. It’s available after a real estate transaction is complete, must be filed within six months of discovering the issue, and must be submitted by the broker. It's a fair, efficient way to resolve disputes professionally.
Mediation
Mediation is a confidential, flexible, and cost-effective way to resolve disputes. With help from a neutral third party, members can reach a mutually agreeable solution. Mediation can preserve relationships and avoid litigation. Once a written agreement is signed, both parties are legally bound to its terms.
Ombudsman
The Ombudsman Program is an informal mediation that helps resolve simple disputes or miscommunications between REALTORS® or with the public. It’s best for uncomplicated issues involving small or no money, misunderstandings, or questions that can be addressed through basic education.