Are you thinking about filing a complaint against a merchant? The Office de la protection du consommateur explains how you can go about it.

What is the role of the Office regarding complaints?

The Office has the responsibility to manage complaints about a merchant or a situation that causes problems.

If your complaint is about a matter that does not fall within the Office’s jurisdiction, such as housing or insurance, we will direct you to the organization that can help you. The Office does not intervene in transactions between 2 consumers.

If your complaint regards a matter that does fall within the Office’s jurisdiction, we will inform you about your rights and recourses. We will also provide tools that will help you settle the situation. However, it remains your responsibility to communicate and negotiate with the merchant. It is impossible for the Office to intervene in every situation that is reported to us by consumers.

Step 1: Consult the Office’s Web site

Before you file a complaint against a merchant or report a situation that causes problems, we invite you to consult the Web site section that addresses the topic you are concerned about. These sections can be accessed from the menu at the left of the section dedicated to consumers. The information provided on the Web site will help you verify whether the merchant has failed to meet his obligations.

If such is the case, the Web site will probably help you find a way to solve the problem. You can also contact the Office to file a complaint against the merchant.

Step 2 : Contact the Office

We will verify whether your complaint is receivable, that is, if it is about a matter that falls within the Office’s jurisdiction. If it does, we will add the complaint to the merchant’s file.

If a merchant has committed an offence against the law, we may ask you to send all documents relevant to the situation: written evaluation, invoice, contract, warranty document, etc.

If we do analyze the file of a merchant against whom you have filed a complaint, we may communicate with you to ask more details about the situation.

If your complaint does not fall within the Office’s jurisdiction, we will direct you to the organization that help you.

Top of page

You recommend this page:

Last update : February 24, 2017

Were you unable to find an answer to your question? Please call us.

The information contained on this page is presented in simple terms to make it easier to understand. It does not replace the texts of the laws and regulations.