Governments are moving away from the direct regulation of firms and relying on associations to promote service standards and engage in self-management. Programs such as ISO have recognized service industries as being capable of developing measurable processes which result in predictable levels of service quality. There is also recognition that quality customer service ensures long-term business success. These forces have converged to create the ACMO 2000 Quality of Service certification program.

To provide superior quality management service to condominium corporations by:

  • developing a series of core operational standards which when followed will provide for consistently high quality service;
  • measuring condominium management firm’s performance against the operational standards and certifying those firms who meet the standards;
  • providing a structure for the ongoing measurement of the firm’s performance.

Non-exclusionary

  • Firms can choose to be ACMO corporate members and to embark on the certification process.

Non-discriminatory

  • Second, the threshold for seeking certification is not biased towards large or established firms. This meets a government concern over non-discriminatory access.

Fair and credible

  • Third, the program is based upon measurement (audit) to a common standard by an independent party. This ensures the program has fairness and credibility.

  • Firms develop systems based upon the standards set out in the ACMO 2000 Manual
  • The systems cover the four key operational areas of a condominium management firm:
    internal management; board relations; supplier relations; and field operations.
  • The firm is audited by an independent third party to ensure that all systems described in the Manual have been developed.
  • The Condominium Management Standards Council (CMSC) reviews the audit report and decides on the certification of the firm.
  • The firm is subject to ongoing reviews by the auditor to ensure that compliance with the Manual is maintained.
  • A CMSC complaints procedure is available to any party who cannot resolve a dispute with the certified firm.
  • The CMSC has a series of penalties available to them to impose against non-compliant certified firms.

The benefits of the ACMO 2000 program will flow to many parts of the condominium community.

The primary beneficiaries are clearly condominium corporations throughout Ontario.

Management services from ACMO 2000 certified firms will be of a high level and consistently provided. Furthermore, corporations will have access to a published complaints procedure for any unresolved disputes between them and their certified management company.

Management companies may also benefit by putting in place systems which make their operations more efficient and robust. The auditor predicts that efficiency gains alone will quickly pay back the investment in the ACMO 2000 program.

Condominium property managers will also benefit by having additional and enhanced business tools to serve their condominium clients. The certified firm is also under an obligation to provide continuous education for its managers.

Professional and trade suppliers to condominiums will benefit through standard and transparent procurement systems which will enhance the long term value of the supplier relationships.