CARNM

Commercial Association of REALTORS® - CARNM New Mexico

  • Property Search
    • Search Properties
      • Start Your Search
    • Location & Type
      • Albuquerque
      • Rio Rancho
      • Las Cruces
      • Santa Fe
      • Industry Types
  • Members
    • New Member
      • About Us
      • Getting Started in Commercial
      • Join CARNM
      • Orientation
    • Resources
      • Find A Broker
      • Code of Ethics
      • Governing Documents
      • CARNM Forms
      • NMAR Forms
      • RPAC
      • CARNM Directory
      • REALTOR® Benefits
      • Foreign Broker Violation
    • Designations
      • CCIM
      • IREM
      • SIOR
    • Issues/Concerns
      • FAQ
      • Ombuds Process
      • Professional Standards
      • Issues/Concerns
      • Foreign Broker Violation
  • About
    • About
      • About Us
      • Join CARNM
      • Sponsors
      • Contact Us
      • Staff
    • People
      • 2023 Board Members
      • Past Presidents
      • REALTORS® of the Year
      • President’s Award Recipients
      • Founder’s Award Recipients
    • Issues/Concerns
      • FAQ
      • Ombuds Process
      • Professional Standards
      • Issues/Concerns
      • Foreign Broker Violation
  • Education
    • Courses
      • Register
      • All Education
    • Resources
      • NMREC Licensing
      • Code of Ethics
      • NAR Educational Opportunities
      • CCIM Education
      • IREM Education
      • SIOR Educuation
  • News & Events
    • News
      • All News
      • Market Trends
    • Events
      • All Events Calendar
      • Education
      • CCIM Events
      • LIN Marketing Meeting
      • Thank Yous
  • CARNM Login
  • Show Search
Hide Search

Ombuds Process

Contact Us

Control your integrity and contact the confidential hotline 24 hours a day, 7 days a week.

Phone: 833-602-7950
Desktop: carnmconcerns.ethicspoint.com
Mobile: carnmconcernsmobile.ethicspoint.com

This is a new and more confidential way for CARNM members to report issues and concerns regarding a real estate transaction, unethical conduct or a monetary dispute. EthicsPoint (hosted by a third-party provider) is a hotline where you can place anonymous reports in confidence. CARNM is committed to an environment where open, honest communications are the expectation, not the exception.

CARNM Ombuds Principles:

✓ Confidential   ✓ Impartial   ✓ Informal   ✓ Independent

Types of Concerns to Raise with Ombuds

  • General real estate or transactional questions
  • Disagreements or communication issues related to real estate transactions
  • Breakdown or loss of contact between parties or with a REALTOR®
  • Unprofessional or potentially unethical conduct
  • Commission disputes

Ombuds Services

  • Responds to general real estate questions and information requests
  • Reviews and explains options and available resources for addressing concerns and conflicts
  • Refers people to other available complaint resolution and enforcement resources
  • Coaches individuals on conflict resolution techniques
  • Performs shuttle diplomacy and facilitated discussions between parties
  • Ombudsmen will not conduct investigations, draw conclusions on the merits of a concern, make recommendations, impose a solution, or participate in subsequent formal processes

Confidentiality

  • Ombuds holds users’ identities and communications confidential
  • With the exception of short-term working notes to track follow-up steps, no individually identifiable case notes or formal records are kept
  • No information will be released to anyone except as part of a resolution plan if agreed to by all parties
  • Discussions with ombuds are not considered notice to CARNM for any purpose
  • Important exceptions to confidentiality exist where failure to disclose information would result in imminent risk of serious harm to the user or others, where there is a duty to disclose imposed by law, or where there is an allegation of a public trust violation (which is defined as a misappropriation of client or customer funds or property, willful discrimination, or fraud resulting in substantial economic harm)

Impartiality

  • Treats all parties equitably and fairly
  • Will not take sides in a dispute or promote one side over the other
  • Ensures a fair process

Informality

  • Off-the-record, non-escalating, and voluntary resource
  • Uses communication and conciliation rather than a formal adjudication process
  • Relationships preserved, often enhanced

Independence

  • Exercises autonomy in conducting Ombuds responsibilities
  • Reports only high-level trends and recurrent issues to CARNM Board of Directors for use in system improvements and professional development

Advantages to Calling Ombuds

  • Provides services at no cost to users
  • More timely resolution of conflicts and disagreements
  • Issues addressed within days rather than months
  • Less adversarial than formal processes
  • Parties maintain control of resolution approaches and outcomes

Conditions for Using Ombuds Services

  • Ombuds Program is a completely voluntary benefit offered to its users
  • While users are free to share their own information, the ombuds is required to hold all communications confidential
  • Users agree to honor and be bound by the Program’s conditions, namely:
    • Users will never seek to force the ombuds to disclose any information received in the course of providing ombuds services;
    • Users will not seek to involve ombuds in any subsequent administrative or legal proceedings; AND
    • Users will not rely on or introduce into evidence in subsequent proceedings any information revealed by another party during the course of using the ombuds program.

Resources

  • For additional information or questions, call (505) 401-7264 or email ombuds@carnm.realtor
  • National Association of REALTORS® (NAR) Local and State Association Ombuds Services
  • National Association of REALTORS® (NAR) Ombuds Process FAQs
  • International Ombuds Association (IOA) Standards of Practice and Code of Ethics
  • Search Property
  • Join CARNM
  • CARNM Login
  • NMAR Forms
  • All News
  • All Events
  • Education
  • Contact Us
  • About Us
  • FAQ
  • Issues/Concerns
6739 Academy Road NE, Ste 310
Albuquerque, NM 87109
admin@carnm.realtor(505) 503-7807

© 2023, Content: © 2021 Commercial Association of REALTORS® New Mexico. All rights reserved. Website by CARRISTO