![]() letters, emails, texts and other correspondence to and from the company.Keep the file available and easy to access so that you can explain your complaint accurately to service agents. Keep your complaint information in a file and store it safely. Good preparation will help you present your complaint in a clear, concise and factual way.īefore you start, collect all the facts, receipts and other documentation related to your complaint. You can also consult with these offices to get to know your rights under the consumer protection legislation in your province or territory. If ever you are unsure of where to make a complaint, you may wish to consult your provincial or territorial consumer affairs office first. ![]() Provincial and territorial legislationīelow are examples of common issues that are regulated by the provincial and territorial governments: If you require further assistance or clarification, you can contact your provincial or territorial consumer affairs office. It is also important to know that legislation and complaint processes may vary between provinces and territories. Many consumer complaints fall under provincial and territorial legislation. Top of page Step 3 – Know your rights in your province or territory Vehicle defects, vehicle safety and transportation: Transport Canadaįor a more in-depth list see our list of consumer legislation enforced by the federal government. Unclear wireless service charges: The Canadian Radio-television and Telecommunications Commissionįalse Advertising and deceptive practices: Competition Bureauįood safety and nutritional quality: Health Canada Unauthorized credit card or debit card transactions: Financial Consumer Agency of Canada (FCAC) ![]() Problem with your bank or financial institution: Financial Consumer Agency of Canada (FCAC) ![]() Having a better understanding of your rights and who regulates them, before you make a complaint, will make the process easier.īelow are examples of common issues regulated by the federal government and where you can get more information about your rights or make a complaint. The consumer complaint process is a major part of this legislation. The Government of Canada has legislation that was put in place to protect the rights of consumers. In some cases you may not be eligible to file a formal complaint.Ĭonsumer complaints may fall under federal, provincial or territorial legislation depending on the issue. If you are unsure about your eligibility to file a complaint in these situations, you may wish to contact your provincial or territorial office responsible for consumer affairs for assistance. Private sales: It may be difficult to get compensation from a private seller if problems arise, since private sale contracts are not subject to consumer legislation.Ĭlaims or holds against property: When making a purchase from a private individual, check to make sure there are no claims or holds (liens) on the property. For example, if there is a mutual agreement, cancellation terms in the contract, or if there is a 'cooling off period'.ĭefective products: Defective products can be repaired, replaced or refunded by the seller. Items going on sale after you made a purchase: Merchants are not legally obligated to refund customers the price difference if an item goes on sale after a purchase, unless they have a price policy in effect.Ĭontract terms: Make sure you understand the terms of the contract to determine if there actually was a violation.Ĭontract cancellations: It is possible to get out of a contract under very specific terms. Be sure you understand the terms of the return/exchange policy, if it exists. Refund and exchange policies: Businesses are not legally obligated to accept returned items unless they are defective. If your complaint is related to any of the subjects below, there may be certain things you need to keep in mind before proceeding with a complaint. ![]()
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