How you’re protected

Whether you’re buying an appliance, signing up for a gym membership, shopping online, or renovating your home, your transaction is likely covered by a consumer protection law.

The types of consumer complaints we can assist you with

We encourage you to file a complaint with us if you think your consumer rights have been violated to help the government enforce these laws.

Here are some of the types of consumer complaints the law covers:

The types of consumer complaints we cannot assist with

We may not be able to help if your complaint:

  • Is based on events that occurred more than two years ago
  • Is about a business-to-business transaction
  • Focuses on the quality of a good or service beyond the basic guarantees in consumer protection legislation
  • Is seeking a form of damages or compensation other than a refund of monies already paid or the cancellation of an agreement as provided under consumer protection legislation

If your complaint is not covered by the consumer protection laws we enforce, we will do our best to help you find an organization or government office that can assist you.

Here is whom to contact for help if your complaint relates to:

How to file a complaint

Here are the steps you should take to file a complaint with the ministry:

Step 1: inform the business of your complaint

We recommend writing to the business before you file a complaint with us.

You should advise the business of your complaint by letter, email, or by telephone.

Make sure your letter or email includes:

  • the name of the business
  • how your rights were violated
  • if you have reached out to the Ministry of Public and Business Service Delivery

If you advise the business by phone, make sure to note the date and details of the conversation.

In some cases, you may also include one of the province’s consumer complaint notices to help get a response from certain businesses. There are complaint notices regarding:

If the business does not resolve your complaint after receiving your letter, email, or phone call, you can file a complaint with us.

Step 2: submit a complaint to us

There is no cost involved.

When submitting a complaint online, you will also be asked to provide supporting documents. These include:

  • A copy of the letter you wrote to the business about your complaint and any response they have sent back to you
  • Your contract or any other related agreements (if applicable)
  • Copies of invoices, records of payments made and any other letters, documents and emails
  • Logs of calls from a collection agency (if applicable), consumer reports or any documentation relating to the original debt relevant to your complaint

Submit your complaint online

Submit your complaint on paper or by email. If you require an alternate format, please contact us.

To file your complaint on paper or by email, please use this PDF version of the complaint form.

Send your completed form with copies of any supporting documents by mail or email to:

Ministry of Public and Business Service Delivery
Consumer Services Operations Division
PO Box 450
Toronto, ON M7A 2J6

Courier packages should be delivered by Canada Post or Purolator.


Step 3: after you submit your complaint

We will contact you by email, mail or phone within 15 business days.

Complaints will be examined on a case-by-case basis to determine what action, if any, should be taken based on the facts and evidence available. Depending on the legislation and statute, the ministry’s involvement may include:

  • referring you to an organization or government office that is better suited to deal with the complaint
  • attempting to mediate a resolution between you and the business
  • educating the business about consumer protection laws and the consumer about their rights

For businesses that have not complied with consumer protection legislation repeatedly, the ministry may:

  • issue an administrative action against a business, if the business is licensed, registered, or appointed by the Ministry of Public and Business Service Delivery
  • issue a compliance or other type of order
  • conducting an investigation into the conduct/activities of the business where appropriate
  • monitor the business
  • publish the business name on the Consumer Beware List if certain regulatory conditions are met

Learn more about actions we take with respect to your complaints.

Questions about filing a complaint

If you have any questions about filing a complaint, call Consumer Protection Ontario between 8:30 a.m. and 5:00 p.m., Monday to Friday, at: