Services and Fees of the CGC

Complaint Resolution Process

The Canadian Grain Commission issues invoices to its clients itemizing the services provided and the fees charged for these services. The invoice identifies a telephone number to contact for account inquiries. This first level contact is in the admin office of the region where the service was provided. Most invoice errors can be corrected at this level, such as double-billing or the wrong fee being charged for the service provided. Complaints that cannot be resolved at this level would be directed up to the Regional Director or Manager. At this level, most service complaints can be resolved. For example, fees can be refunded if the clients are dissatisfied with the services received.

Complaints about the level of a fee will normally be referred up to a Division Director. These complaints can be referred through an invoice inquiry or be received through the Commission's toll-free client feedback line 1-800-853-6705. For non-mandatory fees, the Division Director has the authority to change the fee level if the revenue earned from this fee is under $25,000 per year. If the annual revenue from the service exceeds $25,000, a change in fee level requires a Commission decision. For mandatory service fees, the Commission can investigate complaints about the fee levels and recommend changes to the Minister of Agriculture and Agri-food. Since mandatory service fees are listed in Schedule I of the Canada Grain Regulations, changes to these fees require Governor in Council approval.

Contact:

Client feedback line: 1-800-853-6705 or
Email: contact@grainscanada.gc.ca