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Complaining Effectively
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Before you begin….
First, be aware of all consumer protection legislation that may impact your complaint – Federal and Provincial/Territorial governments share the responsibility of protecting consumers. Federal consumer protection statutes cover:
Product Safety
Food Safety
Motor Vehicle Safety
Competition
Labelling
Weights and Measures
Banking Industry
Telecommunciations Industry
Provincial/Territorial consumer protection statutes cover:
Sale of goods (including warranties and licensing) for different types of products and businesses
Unfair business practices
Protection of personal information
For links to these acts, regulations and statutes visit the Office of Consumer Affairs Legislation Page, or refer to a specific Provincial Ministry of Consumer Protection.
Second, ensure you have all documentation in order relating to your complaint. This includes bills of sale, warranties, licenses, cancelled cheques or other proof of payment, contracts you may have signed, and any letters you may have written or received from the company concerned.
DO NOT:
Procrastinate! Some conditions might be time-sensitive, and delay could cost you the right to get your money back.
Stop payments on a sale or contract! This may damage your credit rating or lead to seizure of goods.
STEP 1:
Contact the business by phone. Be prepared to clearly explain your problem and why you are dissatisfied.
Speak to the right people in the right order. Start with the sales clerk, then move on to the customer service office or manager, then the business’s head office.
Keep a written record of the call including
- Whom you talked to (name or title)
- When?
- What was their response?
STEP 2:
If your complaint is not resolved to your satisfaction, then write a letter to a person in authority – such as Manager, General Manager or Owner of the business. Include:
- A description of the problem
- Steps you have taken (i.e. details of your phone calls,etc.)
- What you would like the business to do
- Copies of relevant documents (keep originals in your own file)
Send the letter by registered mail, and keep a copy of the letter in your file. Give the business 10 days to respond to your letter.
STEP 3:
If you still have no response or your complaint is still not resolved, you may formally register your complaint. Click here for a list of organizations with formal complaint registration procedures.
STEP 4:
If you still do not receive a satisfactory response to your complaint you may wish to take your complaint to small claims court.
As a last resort, you may need to seek legal advice from a lawyer.
(Information on this page provided by the Office of Consumer Affairs.) |
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