The service provider must give you a written contract for connection services to a remote monitoring centre. Check if the contents are consistent with what you were told.

Required content for all remote monitoring service contracts

As of June 30, 2010, all remote monitoring service contracts must include the following elements on the first page :

  • a detailed description of each of the services specified in the agreement;
  • the monthly fee for each service;
  • the total amount you will be charged each month;
  • a description and the list price of goods sold or offered free with purchase, such as the alarm system.
  • the duration of the contract and the date on which the contract ends;
  • the cancellation terms of the contract.

Contract concluded online or by phone

Before you enter into an agreement with a service provider on its Web site or by phone, the service provider must give you information including :

  • their name, address, phone number and, if available, their fax number and email address;
  • a detailed description of each of the services specified in the agreement;
  • the total amount you will have to pay, according to your contract, and the terms of payment;
  • the cancellation terms.

The service provider must send you a copy of the contract (for example, by email or by standard mail) within 15 days of its conclusion. The contract must contain :

  • the information that must be included in all remote monitoring service contracts;
  • all the information that the service provider was required to give you before your acceptance of the offer.

To find out more about the required content of an agreement concluded online or by phone, see the pages about :

Contract concluded with an itinerant merchant

If you sign a contract at your home with a service provider using door-to-door vendors or a merchant who came to your home after requesting permission by phone, the contract must contain information specific to itinerant merchants in addition to the information required in all remote monitoring contracts. For further information, refer to the page What a contract with an itinerant merchant contains.

All contracts concluded in person

All contracts concluded in person with a service provider, for example in-store or from an itinerant merchant, must be clearly and legibly written on paper in two copies.

The service provider must first sign the last page of the original and the duplicate, and must then :

  • allow you look it over;
  • ask you to sign the last page of the original and the duplicate;
  • provide you with a copy of the contract.

Filing a complaint

If your service provider has not respected the above regulations, you should contact the Office de la protection du consommateur to report the merchant. The Contact us page provides the ways to reach us.

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Last update : November 24, 2017

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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.