The information kit provides step-by-step instructions consumers must follow if they want to resolve a problem with a merchant.
The information kit includes the following documents:
- a general guide that describes the steps to resolve a problem;
- one or more explanatory documents related to the consumer issue. They present the consumer’s rights and the merchant’s obligations, as well as the relevant legal references;
- a formal notice form;
- a list of legal support organizations from which you can also obtain assistance.
Download an information kit
To download an information kit that fits your situation, please indicate the following information:
Goods, services or subject concerned
Select 1 to 4 options from the following lists:
(/)
Nature of the problem
Particularities of the contract
Your documents
General information
Explanatory document related to the problem
Additional information
The explanatory documents are provided to you in accordance with the options you have checked off. Some documents may apply to your situation more than others.
To receive more detailed explanations based on the problem you are experiencing, you can contact us by telephone.
Filing a complaint with the Office
If you would like to file a complaint against the merchant, you can contact us by telephone or by using our online form. Please note that you are responsible for undertaking the procedures with the merchant and that the Office cannot intervene on your behalf to resolve your problem. Why file a complaint?
Last update : October 28, 2024
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The information contained on this page is presented in simple terms to make it easier to understand. It does not replace the texts of the laws and regulations.
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