Make a Complaint
- How can I make a complaint?
- Where should I send my complaint?
- I have a procurement issue but I am not sure I want to file a complaint, what should I do?
- What can I expect when I call the Office of the Procurement Ombudsman?
- Who may file a complaint with the Procurement Ombudsman?
- What types of complaints can the Procurement Ombudsman investigate?
- Are there time restrictions to filing a complaint?
- Are there costs associated with filing complaints to the Procurement Ombudsman?
- Will the Procurement Ombudsman contact the department(s) I have issues with?
- Can the Procurement Ombudsman cancel or modify contracts?
- Can the Procurement Ombudsman impose sanctions, penalties or remedies where departments are found to have not followed the rules?
- Will my name or company name be disclosed to the department?
- What happens after I make a complaint?
- Can someone submit a complaint on my behalf?
How can I make a complaint?
Prior to making a complaint, you are encouraged to try to resolve the issue with the relevant government organization. If dealing directly with the organization proves to be unproductive or you do not feel comfortable contacting the organization, contact us. We will walk you through the complaint submission process.
If you do not need to speak to us and want to submit a complaint form, you will need to provide the following information:
- Name and address of the complainant;
- Information identifying the contract to which the complaint relates (contract number, dollar value, description of the good or service and date the contract was awarded);
- The name of the contracting organization and, if applicable, the organization for which the materiel or services are intended under the contract to which the complaint relates;
- A statement of the complaint, setting out the facts and grounds on which the complaint is based;
- Consent to contact the organization;
- Declaration:
- The facts and grounds on which this complaint is based are not and have not been the subject of an inquiry before the Canadian International Trade Tribunal or a proceeding in a court of competent jurisdiction
YES or NO
- I have been awarded the contract to which this complaint relates
YES or NO
- The facts and grounds on which this complaint is based are not and have not been the subject of an inquiry before the Canadian International Trade Tribunal or a proceeding in a court of competent jurisdiction
- I hereby declare and certify that the information provided herein is to the best of my knowledge true, accurate and complete.
Once you have filed a complaint, we will determine within 10 working days whether or not we can review the complaint. We are required to notify the complainant and department of our decision. We are also required to provide the department with a copy of the complaint document(s) whether or not we review the complaint.
Should you need assistance to complete the complaint form, please contact us by calling our toll-free number: 1-866-734-5169 or via email at opo-boa@opo-boa.gc.ca.
Once we receive your written consent, the issue(s) you bring forward to our office will be discussed with the contracting organization.
If you are considering submitting a complaint, do not hesitate to call us at 1-866-734-5169, we are here to help.
Where should I send my complaint?
You can complete our online complaint form or send your complaint to our office either by fax at 613-947-9800, via email at opo-boa@opo-boa.gc.ca or at the following address:
Office of the Procurement Ombudsman
Constitution Square
340 Albert St., Suite 1150
Ottawa, Ontario
K1R 7Y6
If you have any questions, do not hesitate to call us at 1-866-734-5169.
I have a procurement issue but I am not sure I want to file a complaint, what should I do?
If you want to be sure you have a procurement issue that can be submitted as a complaint, answer the following:
- I am a Canadian supplier
- My issue occurred after May 5, 2008
- My issue is not related to a social objective or Aboriginal set-aside program
- My issue is regarding the award of a contract below $25k for goods or below $100k for services
If you answered yes to all of these questions we may be able to investigate your issue. You are encouraged to contact us to discuss the issue; we are here to help.
If you answered no to any of these questions you are still encouraged to inform us of your issue, as it could highlight a systemic issue that is of interest to the Ombudsman and could form part of our plans to review the contracting practices of federal organizations.
What can I expect when I call the Office of the Procurement Ombudsman?
The Office is based on a "service first" business model and is committed to offering prompt, personalized and seamless service to suppliers who contact us.
When suppliers contact us, they can expect to deal with one person throughout their communications with the Office. When calling OPO's toll-free number, suppliers can expect to either talk to someone directly or leave a message, which will be returned within 24 hours. The investigator who responds to you will be responsible to assist you for the duration of your case.
As one of our primary functions is to understand your concerns and find ways to de-escalate issues, the investigator will:
- Listen and clarify your issue(s);
- Provide you with general information on federal procurement;
- Provide you with options to consider; and
- With your written consent, contact the federal organization you have been dealing with to facilitate open and constructive dialogue.
The Office's business model encourages suppliers and departments to discuss issues in an open and straightforward manner. We see our role as guiding suppliers and departments through issues based on an understanding of their respective requirements and concerns. The aim of this approach is to facilitate effective solutions in a quick and cost-effective manner.
By contacting us, you are not committed to filing a complaint. You have the discretion to abandon the issue at any time. Should you choose to proceed and file a complaint, we will determine within 10 working days whether or not we can review the complaint. We are required to notify the complainant and department of our decision. We are also required to provide the department with a copy of the complaint document(s) whether or not we review the complaint.
Who may file a complaint with the Procurement Ombudsman?
Canadian suppliers can submit complaints.
What types of complaints can the Procurement Ombudsman investigate?
The Procurement Ombudsman will attempt to intervene on all procurement issues brought to the Office's attention, and will investigate complaints that meet the following regulatory criteria:
- The award of a contract for the acquisition of goods below the value of $25,000 and services below the value of $100,000.
- The administration of a contract awarded to your company regardless of the dollar value.
In cases where the interpretation or application of the terms and conditions of the contract, or the scope of work of the contract, are in dispute between yourself and a federal organization, we can provide an alternative dispute resolution service if both you and the federal organization are willing to participate.
Are there time restrictions to filing a complaint?
In the case of contract award, you have 30 working days after public notice of the award of the contract to file a complaint with OPO. If there was no public notice, you have 30 working days after the day on which you become aware, or should have become aware, of the award of the contract. In the case of contract administration, you have 30 working days after the day on which you become aware, or should have become aware, of the issues on which the complaint is based.
Complaints can be sent to our office through the online complaint form, by fax at 613-947-9800, via email at opo-boa@opo-boa.gc.ca or at the following address:
Office of the Procurement Ombudsman
Constitution Square
340 Albert St., Suite 1150
Ottawa, Ontario
K1R 7Y6
Are there costs associated with filing complaints to the Procurement Ombudsman?
There is no charge for filing or handling a complaint.
Will the Procurement Ombudsman contact the department(s) I have issues with?
After receiving your written permission, we will contact the organization in order to address the issues.
Should you proceed to file a complaint, we will determine within 10 working days whether or not we can review the complaint. We are required to notify the complainant and department of our decision. We are also required to provide the department with a copy of the complaint document(s) whether or not we review the complaint.
Can the Procurement Ombudsman cancel or modify contracts?
No, the Procurement Ombudsman does not have the authority to cancel or change the terms and conditions of contracts.
Can the Procurement Ombudsman impose sanctions, penalties or remedies where departments are found to have not followed the rules?
No, but the Procurement Ombudsman can recommend a department compensate a supplier for complaints regarding the award of a contract. The Procurement Ombudsman considers several factors when deciding whether compensation is appropriate, including:
- Whether the complainant submitted a bid or was prevented from doing so
- The likelihood that the complainant would have been awarded the contract if it were not for the actions of the department
- The degree to which the complainant was prejudiced during the bidding process
Will my name or company name be disclosed to the department?
When you come to us with federal contracting issues, and have not yet filed a complaint, we will not contact the department or disclose your name / company name without your written permission.
Once you have filed a complaint, we will determine within 10 working days whether or not we can review the complaint. We are required to notify the complainant and department of our decision. We are also required to provide the department with a copy of the complaint document(s) whether or not we review the complaint.
What happens after I make a complaint?
Once we have received all of the necessary information from you, we are required to assess the information to determine if the issues fall within the regulatory parameters that govern the activities of our Office.
If the assessment determines your complaint can be investigated, we will advise you of the launch of the investigation and keep you informed of how the investigation is proceeding. Once the investigation is complete, you can expect a report with our finding(s) and recommendation(s). A summary of our reports are made available to the public on our website.
If your complaint cannot be investigated, we will explain why and provide you with options for consideration. For example, if the contract in question is above the value of $25,000 for goods or $100,000 for services, we will do our best to provide you the appropriate contacts that may be in a better position to assist you.
Our Office will advise you and the implicated department of our decision on whether or not to review the complaint within ten working days of receiving all the required information. We are also required to provide the department with a copy of the complaint whether or not we review the complaint.
For more information on the process, please visit What to expect once you have filed a complaint with OPO.
If there is an issue related to the interpretation or application of the terms and conditions of your contract, we can provide an alternative dispute resolution service.
Can someone submit a complaint on my behalf?
The complaint can be submitted on your behalf. However, you must sign the original complaint form.
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