You are a consumer and you have a claim against a merchant that provided a security to the Office de la protection du consommateur. Here is the procedure to file a claim for compensation.

If your claim concerns a trip purchased from a travel agent, refer to the page titled Procedure to Be Reimbursed by the Fund.

1. Find the compensation file for the merchant in question

Check whether a compensation file in the merchant’s name has already been posted using the search tool.

If you are unable to find the merchant you are looking for, you can contact the Office by telephone. An officer will explain the next steps for you to take. For example, if you have received a judgment against a merchant that holds a permit or licence from the Office, the officer will explain how to file a claim for compensation.

2. Fill out the claim for compensation

Files that can be found using the search tool provide you with access to the compensation claim form. You can fill it out on screen, or you can print it out and fill it out legibly by hand.

3. Gather all the relevant documents

In order for your claim to be accepted, you must show that the merchant failed to abide by its obligations. The following are examples of documents you can enclose with your claim:

  • the signed contract entered into with the merchant;
  • proof of purchase or payment;
  • a document concerning the warranty;
  • the judgment rendered against the merchant or its representative;
  • the agreement entered into with the merchant;
  • any other document you deem relevant.

In certain cases, certified copies or originals may be required. It is important that you keep a copy of your documents.

4. Sign the form and send it to the Office

You must sign the form before sending it to the Office. If you filled in out on screen, you must print it out to sign it. The form you send must bear an original signature.

Send the form by mail, along with the relevant documents, to the address indicated on the form.

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Last update : March 8, 2021

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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.