When a merchant fails to meet their obligations, filing a complaint with the OPC can be a useful step. This action benefits both the consumer and the public. In Quebec, the Office de la protection du consommateur plays a central role in overseeing business practices. An OPC complaint therefore contributes to compliance with consumer protection laws.

Here is what you need to know before taking this step.

Why file a complaint with the OPC?

Filing a complaint with the OPC is not only meant to resolve an individual problem. The information provided by consumers allows the Office to intervene more effectively.

Thus, the Office may in particular :

• Identify problematic sectors of activity or business practices;
• Guide its monitoring and enforcement actions;
• Identify merchants who violate the law and intervene with them.

How does filing a complaint work?

To file a complaint, you must first contact the Office to discuss your situation with an agent. The agent will gather the necessary information and analyze whether your complaint falls within the Office’s jurisdiction.

If so, the complaint will be recorded in the file of the merchant concerned. The agent may also direct you to various useful tools to try to resolve your issue, for example :

• Informational documents;
• Templates for formal demand letters;
• Alternative dispute resolution resources, such as Parle consommation.

What if the merchant has violated the law?

When the situation suggests an offence, the Office may ask you to submit supporting documents with your OPC complaint, such as :

• An invoice or a contract;
• A written warranty;
• An estimate or any other evidence related to the dispute.

The role and limits of the Office

It is important to understand that the Office de la protection du consommateur does not resolve disputes on behalf of consumers. Steps taken with the merchant (communications, negotiations, formal notice) remain your responsibility.

The Office’s primary mission is to regulate the consumer market, notably by monitoring the application of laws and intervening when illegal practices are identified.

How does the Office handle complaints?

All complaints received are recorded in an internal system that automatically assesses the potential seriousness of the offence. The Office pays particular attention to merchants :

• Suspected of having committed offences deemed serious;
• Who have already been subject to enforcement actions in recent years (warning, prosecution, voluntary undertaking, injunction, or permit suspension);
• Who are the subject of a high number of consumer complaints.

When should you consult a lawyer?

Although filing a complaint with the OPC is an important step, it may be wise to consult a lawyer, particularly when :

• The harm suffered is significant;
• The merchant refuses any cooperation;
• A formal demand or legal action is being considered.