Dispute Resolution
Issues of alleged violations of the REALTOR® Code of Ethics, commission disputes, and even interpersonal conflicts can be addressed with the assistance of the Greater Rochester Association of REALTORS® (GRAR). If you are a member of GRAR or a member of the public, and you’ve experienced an issue with a GRAR REALTOR® that remains unresolved, you may choose to pursue one of the following two options:
- Mediation
- The use of a third party to support the conversation of people in conflict as they talk about what is important to them, get clearer about the situation and make decisions about what they want to do or not do.
- File an Ethics Complaint
- Some (not all) ethics violations may fast-forward to a quick resolution. In short, the ‘Citation Policy’ is a way for minor complaints arising from potentially unethical behavior to be handled much more quickly than through the formal grievance process. There are times when minor mistakes are made, and it is appropriate for the respondent to say ‘Sorry, it won’t happen again’, pay a small fine, and move on.
- GRAR Citation Policy – What is it?
- Does your complaint qualify for citation?
- How to File an Ethics Complaint (FAQs)
Here are some key comparison points between dispute resolution options.
Mediation
- No cost
- A quicker process
- Often a win/win outcome
- Collaborative
- A wide range of solutions
- Improves relationships
- Parties involved control the outcome
Ethics Complaint
- Cost – Amount is dependent on length and complexity of the case
- More time consuming
- Win/lose outcome
- Adversarial
- Results limited
- May damage relationships
- Panel controls the outcome
Citation
- No cost
- Accountability
- Quick resolution
- Use to educate
Mediation
Mediation is the use of a third party to support the conversation of people in conflict as they talk. Both parties decide to enter the Mediation process and can leave the process anytime. A neutral Mediator facilitates the process.
If you would like to submit a request for Mediation, complete the Mediation Request form linked to below.
File an Ethics Complaint
A formal grievance process assists members and the public in handling disputes of alleged violations of the Code of Ethics (reviewed by the Professional Standards Committee) and/or disputes arising out of a claim for commission (reviewed by the Arbitration Committee).
Before you file a complaint, this information guide provides important information about the NAR complaint process.
- 2025 National Association of REALTORS® (NAR) Code of Ethics
- Complaint Form (print, complete, and submit to GRAR or use the Online Complaint Form below)
- Arbitration – GRAR Member Request Form
- Arbitration – Non-GRAR Member Request and Agreement to Arbitrate Form
If you have questions for GRAR about filing a complaint, you can contact us via email or by calling GRAR Member Services at 585-292-5000.
GRAR Members Looking to Report MLS Violations
For GRAR Members who would like to report an MLS violation:
If the listing is an on-market listing in the MLS, use the Report an Error icon found on one of these two displays in Matrix:
- REALTOR Full
- 360 Property View
The icon is a yellow triangle with an exclamation point inside: 
Are you a GRAR Member looking to report a potential off-market listing violation?
Please email MLSrules@grar.net and attach or include the following:
- Property Address
- Agent or brokerage name that is advertising the property for sale or coming soon
- Please include any photos or screen shots that shows the potential violation (yard sign, social media, etc.)
