Advice - Government of Ontario (Canada)

Advice

If you are in a situation where you need to complain, the following advice will help you.

What You Need to Do Before You File a Complaint With the Ministry

If you want to make a complaint or need help resolving a dispute with a business, please review the following information to learn how.

Know Your Rights and Obligations

It’s important that you understand your rights and obligations regarding the topic of your dispute.

Public Record of Actions and Complaints

Since the proclamation of the Consumer Protection Act, 2002, businesses that are the subject of a complaint and do not respond, can be publicly listed as a “problem” company. As well, a publicly accessible file will be kept of enforcement action that the ministry has taken against businesses. The first phase of this list was available in December 2005.

Before you contact the Ministry of Government Services to file a complaint, you should take the following steps:

Contact the business clearly outlining your complaint in writing;
Keep proof of delivery of your complaint and any interaction with the business;
Try to resolve the issue directly with the business before contacting the ministry.

How to Write a Complaint Letter

Keep the letter brief and to the point. Type it, if possible, or make sure your handwriting is neat and easy to read. Be sure to keep a copy of the letter for yourself before sending it to the company in a form you can track (hand-deliver it with a witness, registered mail, e-mail or fax with confirmed delivery).

Click here for an example of a complaint letter.

How to Write a Cancellation Letter

A cancellation letter involves cancelling a contract because certain information required by law was not provided, or a copy of the agreement was not provided to the consumer.

If you feel a product doesn't live up to sales claims, advertisements or other representations, or you recognize a deficient contract, you can demand your money back within one year.

Keep the letter brief and to the point. Type it, if possible, or make sure your handwriting is neat and easy-to-read. Be sure to keep a copy of the letter for yourself before sending it to the company in a form you can track (hand-deliver it with a witness, registered mail, e-mail or fax with confirmed delivery).

Click here for an example of a cancellation letter.

What Types of Disputes Does the Ministry Mediate?

The Ministry of Government Services mediates written complaints between consumers and businesses in areas such as:

collection agencies, credit repair, consumer reporting and loan brokering;
car repairs;
home renovations and moving;
for goods and services more than $50:
- door-to-door sales
- telephone sales or mail order sales (the act calls these remote agreements)
- internet agreements
- timeshare agreements
- personal development services;
cost of credit disclosures;
cost of lease disclosures.

To File a Formal Complaint and/or Request Mediation

If you have complained directly to the company and have not received a satisfactory response within 15 days, it’s time to get in touch with the ministry. A formal complaint is one that is in writing. However, you can call the ministry first to see if the ministry can be of assistance. Not all companies are captured under the Consumer Protection Act, 2002.

If you require assistance and/or are unsure whether your complaint falls under this ministry's consumer protection legislation, please call our office Monday to Friday from 8:30 a.m. to 5 p.m.

Toll-Free: 1-800-889-9768
In Toronto: 416-326-8800
TTY: 416-325-3408 or 1-800-268-7095 (for the hearing/speech impaired)

Ministry of Government Services
Consumer Protection Branch:
5775 Yonge Street, Suite 1500
Toronto ON M7A 2E5

Fax: (416) 326-8665

E-mail: InfoMGS@mgs.gov.on.ca