Overview
This article explains the full process for handling rule violations and associated fines generated through the Listing Data Checker (LDC). The process includes:
Violation finalization
Invoice generation
Dispute requests
Administrative review
Rules Violation hearings
Appeals
Enforcement and suspension rules
The process ensures that customers have multiple opportunities to provide information or dispute/appeal a violation before it becomes final.
Below is a quick process summary of the LDC fine dispute/appeal process.
Violation → Invoice → Dispute → Administrative Review → Rules Violation Hearing → Appeal → Final Enforcement
Step 1: Listing Reaches Final State
Once a listing is submitted to Matrix, it is automatically reviewed to compare listing data against public records and other validation checks. If the Listing Data Checker (LDC) identifies any discrepancies, the listing will be flagged and a violation will be generated.
A violation enters the dispute process once it reaches a final status, such as:
Completed (the invoice is final, unless a dispute is requested)
Corrected (in some instances, an agent or broker may not dispute a violation until the violation is corrected)
Immediate violation (some violations such as compensation related violations, are immediate violations and require an immediate fine)
Once the violation reaches this state:
Keystone automatically generates an invoice
The invoice is issued and must be paid within 30 days
At this stage the agent or broker may dispute the violation.
Step 2: Dispute Window (30 Days)
The broker or agent has 30 days from invoice issuance to submit a dispute request.
If No Dispute Is Filed
The violation becomes final
The invoice remains due within 30 days
No further review occurs
If a Dispute Is Filed
Staff will:
Void the existing invoice
Review the dispute request
Organize submitted documentation
Request additional information if needed
If additional information is needed, staff will contact the customer via email.
Once documentation is complete, the request moves to Administrative Review.
Step 3: Administrative Review
The Rules & Procedures Committee performs the Administrative Review.
Possible Outcomes
Violation Waived
Fine is waived in LDC
Administrative Review is Denied
The dispute is denied
The customer is notified by email
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The broker may request a Rules Violation Hearing
If Administrative Review denies to waive the violation the broker has 20 days to request a hearing.
Step 4: Requesting a Rules Violation Hearing
If No Hearing Is Requested or the broker withdraws the request for a Rules Violation Hearing:
Violation becomes final
A new invoice is issued
Payment must be made within 30 days
If Hearing Is Requested
The Rules & Procedures Committee schedules a Rules Violation Hearing where the agent, broker, or both may be present.
Step 5: Rules Violation Hearing Outcomes
Three outcomes are possible:
Violation Waived
Fine is waived
Violation Reduced
Fine amount reduced
New invoice issued
Invoice is due within 30 days
Violation Upheld
Violation remains
New invoice issued for the original fine amount
Invoice is due within 30 days
If upheld, the broker may choose to file an appeal.
Step 6: Appeal to the Board of Managers
The broker has 10 days to submit an appeal.
If No Appeal Is Filed
Violation becomes final
Invoice is due within 30 days
If Appeal Is Filed
Staff submits appeal documentation to the Board of Managers (BOM).
Step 7: Appeal Outcomes
The Board of Managers may:
Waive the Violation
Fine is waived
Reduce the Violation
Reduced fine issued is due within 30 days
Deny the Appeal
Original fine remains
New invoice issued and is due within 30 days
Violation becomes final
Operational Enforcement: Past Due Invoices
If an invoice becomes 30 days past due and the violation is final:
The subscriber will be suspended.
Account Suspension
An agent’s access to Matrix may be suspended if an invoice is not paid within 30 days of issuance.
Timeline Summary
| Stage | Deadline |
|---|---|
| Dispute Request | 30 days |
| Rules Violation Hearing Request | 20 days |
| Board of Managers Appeal | 10 days |
| Invoice payment terms | Within 30 days |