Tools
Useful Links
General
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Do you want to know more about a particular merchant, determine whether your rights are being respected, make a complaint?
On the Office de la protection du consommateur Web site (French version only), you will find everything you need, including information on accuracy of prices, misleading advertising, contracts and compulsory legal guarantees. The principal mandate of this public organization, which reports to the Québec Minister of Justice, is to enforce the laws and regulations for which it is responsible, including the Consumer Protection Act.
This is the only organization authorized to collect complaints from consumers in its fields of competence and to index infringements by merchants and complaints by consumers in a data bank, in order to assemble a profile of the merchant.
For all information requests concerning consumer problems, use the electronic Information resquest.
The Canadian Consumer Information Gateway, a section of Industry Canada’s Office of the Consumer Affairs Web site, is a veritable mine of information for all consumers. This is also where you will find the indispensable Canadian Consumer Handbook. -
Are you looking for a consumers’ association in your district or area?
Check out the Réseau de protection du consommateur Web site. (French version only)
Food and Product safety
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Have you ever wondered how harmless a drug or health product really is?
Go to the Drugs and Health Products section of the Health Canada Web site. -
Have you ever wondered whether a product is really safe? Cosmetics, toys, tools, utensils, furniture, treated wood or pesticides, for example.
Go to the Consumer Product Safety section of the Health Canada Web site. -
Have you ever wondered how healthy a food really is?
Go to the Food and Nutrition section of the Health Canada Web site for general information; go to the Canadian Food Inspection Agency (CFIA) to consult lists of recalled foods and allergy alerts. -
Have you ever wondered about foods produced by genetic engineering?
Genetically Modified Organisms (GMOs), Modified Living Organisms (MLOs), “transgenic” organisms, etc.
For information on these, we first of all suggest that you consult the glossary published by Health Canada or the Biotechnology in Food and Agriculture section on the Food and Agriculture Organization of the United Nations Web site.You will find specific information on food labelling in the CFIA Food Labelling and Advertising Guide (2003), and more particularly on the labelling of GMOs in Quebec at ogm.gouv.qc.ca (French version only).
For all your queries relating to consumer protection with regard to health and drugs and food products safety, we also suggest you enter the phrase “protection consommateur” in your search engine at passeportsante.net, the Web site of the Lucie and André Chagnon Foundation (French version only).
Insurance
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Are you looking for information on personal insurance (life insurance, supplementary health insurance, travel insurance, etc.) ?
The Canadian Life and Health Insurance Association Inc (CLHIA) publishes guides on life and health insurance and financial planning tools. You will also find information on personal insurance products and services on the Canadian Life and Health Insurance OmbudService (CLHIO) Web site.
We should point out that the CLHIO will be able to help you to resolve a problem or a complaint related to a life of health insurance product or service if the steps you take with one its member companies do not succeed. -
Do you have questions about damage insurance (home insurance, automobile insurance, civil liability insurance, etc)?
Visit the well-designed site coproduced by the Insurance Bureau of Canada (IBC) and Groupement des assureurs automobiles. The IBC Insurance Information Centre will assist you if you have a disagreement with your damage insurer.
Energy
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Are your electricity or natural gas bills a cause for concern?
The Residential Customers section of the Hydro-Quebec Website has tools and programs for saving electricity as well as the steps to follow for filing a complaint.
If you have a natural gas bill, go to the Gaz-Métropolitain Web site.
As a last resort, you can file a complaint with Québec Energy Board. -
Would you like to understand the mechanisms used to fix the prices of gasoline and fuel oil in Canada?
Competition Bureau Canada, whose role is to promote and maintain an equitable level competition to ensure that Canadians benefit from low prices and a choice of quality products and services, has a section on its Web site on the price of gasoline.
Banking
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Would you like to be better informed about basic banking services?
Written in clear, simple language, our guide to basic banking services (French version only) will enable you to discover how to choose and use the various tools related to your bank account. -
Do you have a problem with a financial institution?
On the site of Ombudsman for Banking Services and Investments (OBSI) and that of the Canadian Bankers Association, you will find the list of ombudsmen for every active bank in Canada as well as many pages of information related to banking, financial services and investment.
Caisse populaire customers can address themselves to the Desjardins Movement Complaints Commissioner. -
Would you like to know if the money you deposit in the bank is safe?
We suggest that you read our guide: L’Assurance-dépôts: Une protection pour vos économies. Produced in collaboration with the Canada Deposit Insurance Corporation, this booklet explains the role of deposit insurance, which kinds of deposits are insured and what you need to do in the event of a merger or bankruptcy by your financial institution. -
Would like to know how to protect yourself from debit card fraud?
Consult your financial institution’s Web site. The Canadian Code of Practice for Consumer Debit Card Services, prepared by the Electronic Funds Transfer Working Group, describes the obligations of the PIN issuer with regard to information on consumers, as well as your own obligations, depending on the circumstances, in the event of fraud or of error.
The Security section of the Interac Association Web site also provides invaluable advice. -
Do you have any questions about credit cards?
Consult the page Credit Cards and You: Getting the Most from your Credit Card on the Financial Consumer Agency of Canada Web site for an explanation of the terms and conditions related to your credit card. You will even learn how to make savings with your credit card!
As regards finances in general, visit such Web sites as the Financial Consumer Agency of Canada (FCAC), the Ombudsman for Banking Services and Investments, the Chambre de la sécurité financière or the Financial Markets Authority. The information kit produced by the Financial ServicesOmbudsNetwork will provide you with step-by-step information on processing complaints, as well as model letters. -
Would like to examine your credit file?
To receive a copy of your credit file, you can make a request to one of the two credit evaluation agencies.
Don’t forget to include photocopies of two pieces of identification, including at least one from List A
List A
Social Insurance Card
Health Insurance Card
Driver’s license
Canadian passport
List B
Telephone bill
Electricity bill
Cable bill
Bank statement
N.B.: If you have moved in the last 90 days, you MUST include a confirmation of your current address (utilities bill, bank statement, driver’s license, etc.).
Adresses of evaluation agencies/credit offices:
Equifax Canada
National Consumer Relations
P.O. box 190, Station Jean-Talon,
Montreal, Quebec
H1S 2Z2
Tel. (toll-free): 1-800-465-7166
Fax: (514) 355-8502
E-mail: consumer.relations@equifax.com
All provinces except for Quebec:
TransUnion
Consumer Relations Centre
C.P. 338, LCD 1
Hamilton (Ontario)
L8L 7W2
Tel. (toll-free): 1 866 525-0262
Fax: (905) 527-0401
For Quebec residents:
TransUnion (Le Groupe Écho)
1, Place Laval
Bureau 370
Laval (Quebec)
H7N 1A1
Tel. (toll-free): 1 877 713-3393
Fax: (905) 527-0401
Personal information and privacy
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Would you like to learn how to protect your personal information more effectively?
We invite you to read our guide on identity theft. It tells you how best to protect your information and what you need to do in the event of identity theft.
The Office of the Privacy Commissioner (OPC) of Canada has the role of defending Canadians’ rights to privacy. It examines complaints submitted by citizens with regard to federal institutions and verifies compliance with Canada’s two privacy laws. In addition, it publishes information on the practices used in the public and private sectors with regard to the processing of personal data.
In Quebec, there are two privacy laws: the Act Respecting Access to Documents Held by Public Bodies and the Protection of Personal Information and the Act Respecting the Protection of Personal Information in the Private Sector.
On the Commission de l’accès à l’information (CAI) Web site, there are models of letters for requesting access, or for making modifications to your personal information.
At the international level, there are two major sites devoted to this topic: Privacy International and the Electronic Privacy Information Center. -
Do you think you are victim of fraud or attempted fraud?
On its phonebusters.com Web site, the Royal Canadian Mounted Police (RCMP) is waging a campaign against the many types of fraud to which consumers can fall victim (pyramid schemes, phishing, false charities, 900 scams, fraudulent e-mails, etc). -
Would you like to have your name taken off telemarketing and mailing lists?
The Canadian Marketing Association offers a simple Do Not Contact service on request. -
Would you like to know more about the legal challenges posed by new technologies and e-commerce with regard to privacy?
We suggest you consult the Web site Chaire L.R. Wilson sur le droit des technologies de l’information et du commerce électronique at l’Université de Montréal.
Telecommunications and broadcasting
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Would you like to understand the mechanisms for protecting consumers with regard to telecommunications broadcasting in Canada?
Visit the Canadian Radio-television and Telecommunications Commission (CRTC) Web site.
You will also find on-line forms there for making a complaint or requesting information about a broadcasting or telecommunications company.
The Privacy Interest Advocacy Center intervenes with institutions to defend the rights of consumers in public utility services cases. It particularly represents the interests of the most vulnerable citizens.
Transport
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Do you need advice and information about your car? Purchasing, auto credit, insurance, mechanics, etc.
The Automobile Protection Association (APA) will be able to inform you. -
Do you have a problem with an urban mass transit company?
On the Association du transport urbain du Québec (ATUQ) Web site, you will find links to the nine major mass transit systems in Québec. You will be able to send your comments or complaints to the customer service department of the company concerned. -
Do you have a problem with an airline, railway or shipping company?
Consult the Canadian Transportation Agency (CTA) Web site. You will find all the information you need there to file a complaint about the company in question. You will also find information on accessibility to transport for handicapped persons.
