To begin, develop a policy and process for dealing with disputes.

With all types of disputes, the individuals involved should talk with each other first to try to resolve the issue.

Many housing co-operatives have a Member Relations Committee to deal with disputes. If not, the co-operative Board handles this responsibility. Co-operative policies often provide for mediation and/or arbitration if parties are unable to resolve the issue.

If a resident takes an issue to the manager or member relations committee and nothing appears to have been done within a reasonable period, the next step is to write to the society or co-operative Board. Designate a director to respond to issues between residents and staff or Board members, when residents are uncomfortable or unable to resolve issues directly. This director would be responsible for suggesting ways to resolve issues and deciding when to bring in an outside mediator.

Let residents know their complaints must fall within your jurisdiction under the Residential Tenancy Act, Cooperative Association Act, occupancy agreement or Rules, or the Human Rights Code for the staff or Board to intervene.

Refer any criminal code or bylaw enforcement issues to the police or municipality.

Residential tenancy officers can explain how the RTA applies to non-profit buildings, before issues become irresolvable. If you discuss a tenancy issue with a resident and the problem is still not resolved, ask the resident to call an officer, at 604-660-3456 in the Lower Mainland, 250-387-1602 on Vancouver Island, or 1-800-665-8779 elsewhere in B.C., for information on landlord and resident rights and responsibilities under the Act.

If someone breaches the terms of the tenancy or occupancy agreement, you may have grounds to evict the tenant or terminate a co-operative membership.

(For more information on evictions under the Residential Tenancy Act or terminations under the Cooperative Association Act, refer to the Administration section of the Operations Guide.)

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