Discussions

Resolving Complaints  
 
 
How To Resolve A Complaint  
If you have a problem regarding a product or service you should first attempt to resolve the problem directly with the organization. Here are some tips to keep in mind:  
 
Know what the problem is and have all relevant documentation to back up your complaint.  
Know what solution you are seeking and request specifics as to how and when something will be done.  
Keep a copy of all written correspondence and ask for the names of people you speak with regarding your complaint (whether in person or over the phone) and record for future reference.  
If you are not satisfied with the initial response, take your problem to the next level in the company, for example, the manager, owner or company headquarters.  
Where To Get Help  
Canadian Consumer Information Gateway  
Operated by the federal government, this website offers a single, central gateway to all the information and services offered by more than 400 federal departments and agencies, provincial and territorial ministries and non-governmental organizations. The site allows you to quickly search for consumer information and services and offers a complaint courier service that will assist you in making an effective complaint.  
 
Provincial Consumer Affairs Office  
Each province has a provincial consumer protection agency that helps resolve complaints between consumers and businesses. Your consumer affairs office can help you with problems regarding: collection agencies, credit repair, consumer reporting, loan broker fraud, car repairs, home renovations, door-to-door sales, health clubs, modeling and talent contracts, and condominiums.  
 
CMA's Operation Integrity  
If your problem involves a purchase made by mail, telephone or the Internet, you can register a complaint through our complaint resolution program, Operation Integrity.  
 
Better Business Bureau  
The Better Business Bureau will help connect with the company in question and help you resolve any problem. The BBB handles complaints involving: misleading advertising, improper selling practices, non-delivery of good or services, misrepresentation, unhonoured guarantees or warranty, unsatisfactory service, credit/billing problems, and unfulfilled contracts.  
 
Advertising Standards Canada  
Advertising Standards Canada is the advertising industry's self-regulatory body. Through ASC's independent, volunteer Councils, your complaints about advertising are reviewed using the criteria contained in the Canadian Code of Advertising Standards, the industry's principal self-regulatory instrument.