Filing an Ethics Complaint

Anyone may file a complaint against a professional holding a CAI designation (AMS, PCAM, LSM, AAMC, RS, CIRMS).​

No. CAI only has enforcement over managers holding an AMS®, PCAM®, LSM®, management companies holding an AAMC ®, and specialists holding an RS® or CIRMS® designation. A disagreement with a board policy or decision that the service provider is tasked with enforcing or implementing is not an ethics violation.

CAI believes homeowner and condominium associations can and should exceed the expectations of their residents, and we have information and resources that can help.

No. CAI only has enforcement over managers holding an AMS®, PCAM®, LSM®; management companies holding an AAMC®; and specialists holding an RS® or CIRMS® designation(s). You may consider filing a complaint with the bar association where the association’s attorney practices.​

The manager's role is to assit the board of directors with the administration of the association, including enforcement of the rules and regulations appropriately adopted by the association board and governing documents of the community. They are hired by an association’s board of directors and receive direction only by the board to represent the collective interests of all unit owners. Managers are not hired to represent individual interests. A disagreement with a board policy or decision that the manager is tasked with enforcing or implementing is not an ethics violation.
Depending on a community’s needs and hiring agreement, the most common responsibilities are the following:

1. Coordinates and supervises maintenance activities, such as landscaping, repairs, snow removal and trash pickup
2. Manages human resources by:
   1. Ensuring compliance with Equal Employment Opportunities Commission (EEOC) guidelines
   2. Handling payroll
   3. Conducting employee reviews
   4. Conducting interview and hiring
3. Advises the board of regulatory issues and compliance requirements regarding such matters as fair housing procedures, fair debt collection practices and FCC antenna regulations; alerts the board when legal assistance may be needed
4. Handles or assists with association communications and/or social interactions
5. Manages office operations:
   1. Accounts payable
   2. Accounts receivable
   3. Bookkeeping
   4. Filing
   5. Correspondence
6. Manages association finances:
   1. Budgeting
   2. Collecting assessments
   3. Analyzing reserves
   4. Pursuing delinquencies
7. Works with the association’s other professional partners, such as the attorney, CPA, auditors and insurance companies, as needed
8. Carries out delegated officer duties
9. Prepares proposals and screens applicants

Managers should not be required or expected to do the following:

1. Perform duties specifically assigned to the board by the governing documents, such as making rules or setting policy.
2. Sign checks over a set amount without specific authorization.
3. Waive rules, such as late fees, or negotiate with residents about rule compliance without good reason.
4. Oversee the association’s annual audit. This should be done by an independent third party.
5. Be the final authority in hiring or terminating vendors. They can make recommendations to the board, but the board should make the final decision.
6. Initiate the filing of a lien against a homeowner.
7. Dispense legal advice or other advice outside their areas of expertise.

Only if the service provider also holds a CAI Designation (AMS, PCAM, LSM, AAMC, CIRMS, and RS). CAI is only limited to enforcement over our designations.

The steps to filing a complaint against a CMCA may be found at www.camicb.org.

You may; however, CAI would most likely suspend the investigation of your ethics complaint pending the outcome of the criminal or civil investigation. The complainant and the respondent would be responsible for notifiying CAI of the outcome of the investigation

No. CAI is only limited to enforcement over our designations. In certain states, managers are required to be licensed. In a few of these states, a one pathway to licensure is having a CAI designation; however, these states allow multiple pathways for licensure, so CAI cannot prevent a someone from offering management services.​

Please report it to CAI. We will issue a cease and desist order and consider legal options.​

When CAI first receives the complaint, it is reviewed by staff then the chair of the ethics committee.  If the chair determines the complaint requires further inquiry, then the full complaint, along with the name of the complainant, is sent to the accused designee.​

It may take over six months for a complaint to proceed through every stage of the enforcement process.

Upon receipt of the complaint, CAI staff will transmit the complaint to the chair of the Designation Ethics Committee within 30 days. The chair will determine whether the complaint should be dismissed or should be investigated further and will notify CAI staff within 30 days. CAI will notify you when the complaint is sent to the chair and of the chair’s determination. ​

Should the complaint require further investigation, the designee will have 30 days to respond to the complaint and the investigation panel will have an additional 60 days to provide a determination.

Should the complaint be recommended for a hearing, the hearing and the appeal process may last 60 days.

For a graphic, see the Ethics Complaint Process.

Section F. of CAI Designation Ethics Enforcement Procedures provides the following five sanctions, which may be combined if recommended by a hearing panel:

1. Successful completion of a CAI-approved course in community association ethics.
2. Private letter of admonishment.
3. Public censure.
4. Suspension of CAI credentials or membership.
5. Revocation of CAI credentials or membership.

Note that the person filing the complaint is not entitled to any relief or damages by virtue of the complaint process.

Also note that CAI is not a licensing regime. Should a professional’s credential be revoked it will not prevent the professional from practicing.

Only one submission will be considered when complaints are received from multiple people that appear in collaboration. Having multiple submissions will not add to the evidence. If multiple people wish to be party to the complaint, a signature page may be added (much like a petition). If a complaint is being filed on behalf of an association board, it must be accompanied by an approved Board Resolution signed by a majority of the Board authorizing said filing of Complaint.