Consumer services

Services Maximum time frame (postal service delivery time not included)
Answering written requests for information sent by e-mail, fax or through the Web site form 7 business days to send a personalized answer.
Sending an information package to help the consumer to settle an issue with a merchant 2 business days to send an information package by mail
1 business day
to send an information package by e-mail

Processing requests for compensation pertaining to the following sectors:

  • travel;
  • collection of debts;
  • health centres;
  • itinerant merchants;
  • extended warranties for automobiles and motorcycles;
  • when a merchant is exempt from using a trust account.
 

30 days, after having received the compensation form, to acknowledge receipt of the form and inform the consumer of the different stages involved in the compensation process and the associated time frames.

The many time frames involved in the processing of compensation requests are determined by regulation.

For example, when the Office opens a claim file subsequent to having received a 1st request for compensation from a consumer, a time frame of 6 months is required to process this request. This time frame enables other consumers who believe the same merchant discriminated against them to file a request for compensation as well.

If your compensation request is not settled in the 60 days following the expiry of the time determined by regulation, you will be informed of the progress of your request.

Merchant services

Services Maximum time frame (postal service delivery time not included)
Issuing a license – Regular processing

15 business days to issue a license, after having received a complete request that complies with the requirements 

If you are doing business in a sector monitored by the Office, the delay could be longer.

Issuing a license – Priority processing (fees increased by 50%)

3 business days to issue the license, following the receipt of a request that conform to requirements.

If you are doing business in a sector monitored by the Office, the delay could be longer.

Renewing a license for the travel sector when the request is sent to the Office 60 days before the current license expires The new permit is sent 30 days before the current license expires
Renewing a license for the other sectors supervised by the Office (in French only) when the request is sent to the Office 45 days before the current license expires The new license is sent 15 days before the current license expires
Answering requests for a travel counsellor’s certificate 5 business days to send the certificate after having received a complete request that complies with requirements

Services for everyone

Service Maximum time frame (postal service delivery time not included)
Examining a complaint regarding the quality of the services received from the Office 15 business days to examine the complaint

Telephone calls: varying waiting times that are estimated and disclosed

Every year, some 30 agents answer more than 150,000 calls. The average waiting time to speak to an agent is 10 minutes.

Waiting times vary significantly based on the number and the nature of the calls received.

Waiting times are generally longer:

  • on Monday morning; or
  • between 11 a.m. and 1:30 p.m., regardless of the day of the week.

You are informed of the estimated waiting time when you call.

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Last update : January 12, 2018

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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.