The information kit provides step-by-step instructions consumers must follow if they want to resolve a problem with a merchant.

The information kit includes the following documents:

  • a general guide that describes the steps to resolve a problem;
  • one or more explanatory documents related to the consumer issue. They present the consumer’s rights and the merchant’s obligations, as well as the relevant legal references;
  • a formal notice form;
  • a list of legal support organizations from which you can also obtain assistance.

Download an information kit

To download an information kit that fits your situation, please indicate the following information:

This section is temporarily available in French only.

Please provide us with more details regarding your request so that we can determine whether certain documents could be useful to you.

Goods, services or subject concerned

Select 1 to 4 options from the following lists:

(/)

Nature of the problem

Particularities of the contract

None of these options apply

Download an information kit

Based on the options you have selected, please download an information kit before contacting us.

A copy of your documents will also be sent to you by email.

Information

Do you authorize us to contact you at that address to gauge your satisfaction with the information kits received? *
Contact écrit

The wait is longer than expected. If you do not receive your kit within the next few minutes, please try again.

Additional information

The explanatory documents are provided to you in accordance with the options you have checked off. Some documents may apply to your situation more than others.

To receive more detailed explanations based on the problem you are experiencing, you can contact us by telephone. You can also obtain assistance from various consumer associations and legal support organizations.

Filing a complaint with the Office

If you would like to file a complaint against the merchant, you can contact us by telephone or by using our online form. Please note that you are responsible for undertaking the procedures with the merchant and that the Office cannot intervene on your behalf to resolve your problem. Why file a complaint?

Top of page

Last update : February 20, 2026

Was the information on this page useful to you?

Didn’t find the answers to your questions?

If you have a question for the Office or would like to file a complaint, please call us or use our information request form.

Do you have a comment on the content of this page?

You can contact the webmaster to in the content of this page.

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.

Satisfaction Survey

We would like to know your opinion on the services of the Office. Participate and have a chance to win one of 30 one-year subscriptions to Protégez-Vous magazine.

Would you like to participate?

Yes

This survey is being conducted by Segma Research at the request of the Office de la protection du consommateur. Your responses will be anonymous and processed in accordance with the law on the protection of personal information. For any questions or comments, please contact us at info@segmarecherche.ca.