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TorontoMLS Rules on Appointments

August 6, 2013



TorontoMLS Rules on Appointments


Front desk and TREB receives complaints from consumers saying the Salesperson did not show up and cancel their scheduled showing or inspection appointment or that they showed up late without notice.   Below are some TorontoMLS Rules to be mindful about when making appointments.


Can I contact the Seller directly to make an appointment if I am representing the Co-operating Brokerage?

Subject to the terms of the MLS® Listing Agreement, all appointments with the Seller to show or inspect an MLS® Listing shall be made through the Listing Brokerage, provided however that a Seller may confirm an appointment with a Member directly. (MLS® Rule R-505)

For security purposes, confirmation of appointments to a Co-Operating Salesperson should be done through the Co-Operating Brokerage and not directly to the Co-Operating Salesperson’s cell phone number.


How soon do I need to provide showing instructions or updates for showing instructions to front desk for my listings?

Subject to the terms of the MLS® Listing Agreement, the Listing Brokerage shall

(i)            make appointments and confirm them without delay; and

(ii)          if an appointment cannot be made, the Listing Brokerage shall immediately advise the Co-operating Brokerage requesting the appointment and continue to attempt to arrange an appointment for a time suitable to all parties if requested.

(MLS® Rule R-510)


Our front desk makes it a priority to schedule and confirm appointments while answering inbound calls as efficiently as possible.  Listing agents need to contact front desk and provide them with the most up-to-date showing instructions and listing status (if changed) so they can properly facilitate in confirming/rescheduling showing and inspection appointments to meet the availabilities of all parties.


What happens when my Buyer decides he no longer wants to see the property or if I cannot make it to the appointment?

Subject to the terms of the MLS® Listing Agreement, a Member, who is unable to keep an appointment to show or inspect an MLS® Listing, shall immediately advise the Listing Brokerage prior to the appointment, who shall in turn immediately advise the Seller or occupant. (MLS® Rule R-515)


It is the Showing Agent’s responsibility to contact the Listing Agent’s office to advise of any appointment cancellations BEFORE the scheduled appointment day and time.  Have the Listing Office’s telephone number on you for all showing appointments that day so can call the office to cancel or reschedule if needed when you are on-the-go.  


You may arrive at the property with your Buyer who has now said they are not interested in viewing the inside.  TREB recommends that you don’t just leave, either:

i)             Call the Listing Brokerage right away to cancel the appointment;

ii)            Leave your business card in the mailbox; or

iii)           If it is a  “Go Direct” showing confirmation, knock and explain to the Seller / Occupant that your Buyer has decided against seeing the property.


When there are appointments made for Showings, Buyer visits or Inspections, does the Co-Operating Salesperson / Broker need to be in attendance? 

The Co-operating Brokerage or Broker or a Salesperson of the Co-operating Brokerage shall be in continuous attendance during any showing of the property, Buyer visits or inspections necessary to fulfill conditions. (MLS® Rule R-520)

It is best to advise your Sellers of this Rule so they are aware. 


Professional courtesy is still alive.

As a courtesy, leave your business card for the Seller/Occupant so they know who has been through their home. 

Be considerate and cancel or reschedule your confirmed appointments if you and/or your Buyer(s) cannot show up or don’t want to show up for them. The vendor could have been sitting and waiting to open the door for you (if no lockbox is on site) and be working around their schedule for you.  In cases where no overlapping appointments are permitted, another showing agent could have taken that appointment.

Follow all showing instructions from the Listing Office like “Off shoes”, “Do not use washroom”, “Don’t let pets out”, “Leave lights as found”, etc.   Respect their home like you would respect yours.


As with all MLS® Rules and Policies, failure to comply may result in a complaint to Professional Standards.  For a complete reading of the TREB MLS® Rules and Policies, please click here.




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