Fair Housing
Commitment
Fair Housing
Truelo operates across Ontario. We comply with the applicable human rights legislation and expect everyone on our platform to do the same.
Our commitment
Everyone deserves a fair shot at a place to live. Truelo is committed to providing a platform free from discrimination, in keeping with the Ontario Human Rights Code, which guarantees equal treatment in housing without discrimination or harassment.
Protected grounds
Under the Ontario Human Rights Code, you cannot be discriminated against in housing on any of these grounds:
What we expect from landlords
Landlords and their representatives must not refuse to rent to, set different terms for, or otherwise treat someone unfairly based on a protected ground. This applies to advertising, screening, selecting tenants, and the tenancy itself. Landlords also have a duty to accommodate needs related to protected grounds (such as disability) up to the point of undue hardship. Listings or conduct that discriminate will be removed and may result in account termination.
What we expect from renters
Renters are entitled to be evaluated fairly, on legitimate factors only. We ask all members of our community to treat one another with respect and to report any conduct that appears discriminatory.
Language we don't allow
Some wording is unlawful in a rental ad regardless of intent, because it states or implies a preference based on a protected ground. We block listings that use language like "adults only," "adult building," "not suitable for children," "no kids," "no ODSP," "no social assistance," "female only," "male only," "must speak English," "no newcomers," or "must earn three times the rent" — and any explicit preference for a particular religion, ethnicity, or nationality. This applies to coded and indirect wording, not just explicit statements.
Screening tenants fairly
You may ask for rental history, references, a credit check, and proof of income. You may not apply a fixed rent-to-income ratio (such as requiring income at three times the rent) as a blanket rule, and you may not treat the absence of a Canadian credit history as if it were bad credit — both can amount to discrimination based on receipt of public assistance, family status, or place of origin.
Pets and service animals
Under section 14 of the Residential Tenancies Act, 2006, a no-pet clause in an Ontario tenancy agreement is void — a landlord cannot enforce it, even if the tenant signed it. You may still state a general pet preference in a listing, but you may never refuse a service animal or support animal a tenant needs because of a disability; doing so is disability discrimination.
Reporting discrimination
If you believe you have experienced discrimination on Truelo, contact us at support@truelo.co and we will investigate. You may also have the right to file an application with the Human Rights Tribunal of Ontario (HRTO). This page is general information, not legal advice.