Regulated Business Practices / Consumer Complaints

The Ontario Ministry of Government Services' (MGS) vision contemplates the Ministry working with consumers and businesses alike to ensure that Ontario's marketplace is fair, safe, informed and efficient and that a high level of ethical business conduct is maintained.

MGS helps to ensure marketplace fairness in consumer transactions through basic types of legislation:

1. General and sector-specific marketplace legislation (there are discrete registration/licensing  requirements), such as the Business Practices Act (BPA), Consumer Protection Act, Prepaid Services Act, Motor Vehicle Repair Act, and the Loan Brokers Act.  These statutes declare, in the main, what is/isn't acceptable behaviour in the marketplace.  For example, the BPA, which pays special attention to false, misleading, deceptive or unconscionable representations, provides a legal basis for seeking remedies for buyers who feel they have been treated unfairly.  The BPA gives consumers the right of cancellation of a contract or to take the seller to court.

2. Sector-specific regulatory registration/licensing statutes that seek to ensure that registrants/licensees operate in the best interests of the people of Ontario.  These statutes include the Collection Agencies Act, Consumer Reporting Act, Bailiffs Act, Cemeteries Act, and areas of the entertainment industry, such as boxing, kickboxing, wrestling, and the distribution of films and videos under the Athletics Control Act and the Theatres Act.

Eligibility Criteria

Any person with a business practices enquiry or complaint may contact the Ministry for information or guidance.

Summary

Consumer Services Bureau
To register a regulated business or for detailed information on responsibilities under the following business practices statutes, call the Ministry's Consumer Protection Branch.

• Athletics Control Act
• Business Practices Act (specifies practices considered to be deceptive, unfair or unconscionable, and provides the consumer with redress procedures)
• Bailiffs Act
• Cemeteries Act
• Collection Agencies Act
• Condominium Act
• Consumer Protection Act (e.g. finance charges on credit purchases and loans, and door-to-door sales)
• Consumer Reporting Act (e.g. credit reporting and personal information agencies)
• Debt Collectors Act
• Discriminatory Business Practices Act
• Vehicle Repair Act (e.g. repairs to motor vehicles)
• Paperback and Periodical Distributors Act
• Prepaid Services Act (e.g. membership in fitness, health clubs, diet or modelling agencies)
• Theatres Act (e.g. video distributors and retailers)

Any person wishing to view the text of Ontario Consumer Protection Act (2002)can visit the following Web site:  http://www.e-laws.gov.on.ca/DBLaws/Statutes/English/02c30_e.htm.

For information and guidance on consumer rights and responsibilities in Ontario, or to make a complaint about a consumer transaction, individuals may call the Ministry of Government Services.  The Ministry also makes available a wide variety of information which can be viewed on the Ministry's Web site at the following address: http://www.cbs.gov.on.ca.

Contact Information:
Consumer Protection Branch
Ministry of Government Services - MGS
250 Yonge Street, 32nd Floor
Toronto, Ontario
M5B 2N5
Toll-free: 1-800-889-9768
Telephone: (416) 326-8800

For information on the Theatres Act and the Athletics Control Act:
Toll-free: 1-800-268-6024
Telephone: 416-314-3626

Administrative Authority (AA)
In 1997, Ontario introduced an administrative authority (AA) model as part of the Province's alternative service delivery agenda.  Six new AAs have been created by the Ministry of Government Services since 1997:

1. 1997  Ontario Motor Vehicle Industry Council (OMVIC) - motor vehicle dealers and salespersons;
2. 1997 Real Estate Council of Ontario (RECO) - real estate salespersons  and brokers;
3. 1997 Travel Industry Council of Ontario (TICO) - travel retailers and wholesalers;
4. 1997 Technical Standards and Safety Authority (TSSA) - technical standards (amusement rides, elevators, boilers and pressure vessels, fuels, upholstered and stuffed articles);
5. 1999 Electrical Safety Authority (ESA) - electrical safety code;
6. 1999 Vintner's Quality Alliance Ontario (VQAO) - Ontario's wine industry.

The AAs are the product of a new approach to public sector management, where public accountability is shared between government and these new, independent not-for-profit corporations.

The authority to delegate legislation to administrative authorities is found in the Safety and Consumer Statutes Administration Act, which was passed in 1996.  This Act does not delegate the government's law-making powers, but it does provides legal authority to delegate, by regulation, the day-to-day administration of government statutes to private not-for-profit corporations.  This includes:

• licensing and registration;
• consumer complaints handling;
• inspections, investigations and enforcement;
• consumer and industry education;
• compensation fund management.

The Ministry also oversees two delegated authorities that were created by statute and were not originally administered by Government:

1. Ontario New Home Warranty Program (ONHWP) - new homes
2. Board of Funeral Services (BoFS) - funeral services

These delegated authorities are similar to the newer administrative authorities, in that they are designated to administer government legislation and are not-for-profit bodies.

Contact Information:
Note: The private organizations listed below are not subject to the federal Official Languages Act or the French Languages Services Act of Ontario.  They may not offer services in both official languages.

Ontario Motor Vehicle Industry Council (OMVIC) - Tel: (416) 226-4500, 1-800-943-6002, or visit  www.omvic.on.ca
Motor Vehicle Dealers Act

Real Estate Council of Ontario (RECO) - Tel: (416) 207-4800, 1-800-245-6910, or visit  www.reco.on.ca
Real Estate and Business Brokers Act

Travel Industry Council of Ontario - TICO Tel: (905) 624-6241, 1-888-451-TICO (8426), or visit  www.tico.on.ca
Travel Industry Act

Electrical Safety Authority (ESA) - Tel: (905) 507-4949 , or visit http://www.esainspection.net
Ontario Electrical Safety Code

Technical Standards and Safety Authority (TSSA) - Tel: (416) 734-3300 , or visit http://www.tssa.org
Technical Standards and Safety Act

Tarion Warranty Corporation formally the Ontario New Home Warranty Program (ONHWP) - Telephone:   1-877-982-7466 or visit http://www.tarion.com/home/
Ontario New Home Warranties Plan Act

Board of Funeral Services (BoFS) - Telephone:  (416) 979-5450, 1-800-387-4458 or visit  http://www.funeralboard.com
Funeral Directors and Establishments Act

• Important Notices