Helped City use plain language in communication about short-term rental registration

What happened

Wanting to rent out his home on a temporary basis, Tenzin applied for a short-term rental (STR) registration after having his previous registration revoked the year before. When his application was denied, he struggled to understand the reasons behind the decision.

What we did

We contacted Municipal Licensing & Standards (MLS), the division responsible for STR registrations, requesting that they provide plain-language, clear reasons for denying his application. 

The result

A staff member from MLS called Tenzin to explain the reasons for the denial, clarified the registration process and addressed his questions. They also provided him with the ‘Good Operator Guide,’ which details the latest updates to the STR bylaw. Tenzin told the staff member he appreciated the clarity that was provided.

Why this matters

Clear communication is essential to fairness. By encouraging MLS to provide transparent explanations, we helped reduce confusion and frustration for Tenzin, fostering a better understanding of the STR registration process.