Consumer Complaint

Before you submit a complaint to the ministry

Please take a moment to review the guide for submitting a complaint to the Ministry at https://www.ontario.ca/page/filing-consumer-complaint.

If you have questions about you rights under the Consumer Protection Act or other laws under the ministry, contact us at:

contact numbers
MethodNumber
Telephone:1-800-889-9768 or 416-326-8800
TTY:1-877-666-6545 or 416-229-6086

Submitting a complaint to the ministry

  1. Fill in all the details in this form. Please note that there are mandatory fields that must be completed which are indicated by an asterisk (*).
  2. We will review your form to see how we can help you. This will include checking to determine if the business may have violated Ontario consumer protection laws and if there has been a pattern of complaints against the business. The information you submit is also used to help us identify other possible contraventions of consumer protection legislation within a specific business sector.
  3. We will let you know when we have received your complaint. If your submission indicates that a business may have contravened consumer protection legislation administered by the Ministry, and we determine that mediation of your complaint is appropriate, we will contact you regarding next steps. If your complaint is better addressed by another office, we may direct you to the appropriate entity.

(leave blank if you have not filed a complaint with the ministry)

Consumer Information

1. Your Name and Mailing Address
2. Your Contact Information
  
  

Business Information

3. Contact details of the business. Please include at least one way we can contact the business.
Please provide the information for the business in your complaint. If you have a complaint about more than one business, please fill out a separate complaint form for each business.

Include only one website in this field. If there are multiple websites for the business above, please provide those details in field 10a.

Complaint Information

4. Did you write a complaint letter to the business? *    
*
8. Method of payment for goods or services
9. The agreement was formed by:
10. What is your complaint about (Max. 500 words)?
11. Have you filed any documents with the courts?    


Supporting documents

13. Please attach supporting documents
Please provide electronic versions of all documents that you have to support your complaint. This includes:
  • A copy of the letter that you have written to the business
  • The response to the letter from the business (if applicable)
  • Your contract (if applicable)
  • Your invoice

We will review all of the documents provided to process the complaint. Please do not submit any payment card information relating to credit cards or debit cards, banking information such as account numbers, or any other personal information such as Social Insurance Number, driver's license number, Ontario Health Insurance Plan (OHIP) number, medical records or passport information to the ministry. Do not submit copies of payment cards or identification documents as described above. If you are submitting statements, receipts or any other documents that include such personal information, please make copies of such documents and make sure that credit or debit card or bank account numbers have been deleted or blacked out on those copies. Keep the originals and do not alter them. Other examples of documents that may support your complaint include but are not limited to:

  • Your invoice
  • A proof of payment
If your complaint is about a payday loan or a debt settlement company, examples of supporting documentation include, but are not limited to:
  • A copy of your contract including the terms and conditions
  • A record of your payments made to-date and copies of your bank statements
If your complaint is about a collection agency, examples of supporting documentation include, but are not limited to:
  • A copy of the collection letter
  • A log of calls from the collection agency
If your complaint is about a credit reporting agency, examples of supporting documentation include, but are not limited to:
  • A copy of your consumer report
  • A copy of any letter sent by you to the consumer reporting agency about an entry on your report
If your complaint is about a bailiff, examples of supporting documents include, but are not limited to:
  • A copy of your letter of complaint to the bailiff
  • Any documentation relating to the original debt that the bailiff is seeking to enforce
Documents must be submitted in JPEG, Word, Excel or PDF formats. Total attachments must not exceed more than 10 MB in size. File name including extension must not exceed 30 characters. If you have additional documents that support your complaint but cannot be uploaded within these limits, please email the additional documents to consumer@ontario.ca after submitting this form. To ensure that your complaint gets processed properly when sending additional documentation, include your file number and ensure that the email is not greater than 10MB total. If you are submitting the complaint form by mail or fax, attachments can be mailed or faxed along with the complaint form.
Add a file

Select a file to upload



Who are you? How did you hear about us?

15. Questions about who you are.

The following questions are entirely optional and are not required for filing a complaint. You cannot be identified through your answers to these questions.

Any information you provide in this section will not be shared with the business or any other organization. We are interested in learning more about how businesses market to particular consumer groups.

Your answers may be used and disclosed for the purposes of conducting data analytics used by the ministry to enhance consumer education, improve internal processes for complaint mediation, inspections and/or investigations, conduct risk-based compliance and enforcement planning, improve accessibility and develop policy. To the extent possible, this information will be used in isolation from other information that can personally identify you. For further information on the collection, use and disclosure of personal information, please review the relevant notices below.

Do you have any special needs or require any special accommodation that we should be aware of?
What is your age range?
Are you comfortable communicating in English (reading, writing and in-person or by phone)?
Have you immigrated to Ontario from outside of Canada within the last 5 years?
Are you on a fixed income or do you receive any form of income support? (e.g. Canada Pension, social assistance such as Ontario, Works, Ontario Disability Support Plan, welfare, etc.)
 

Please Note

Notice of Collection

The collection of personal information gathered on this form, and in any subsequent submissions you make is authorized under section 105 of the Consumer Protection Act. Section 105 provides that the ministry may receive complaints regarding conduct that may be in contravention of the Consumer Protection Act or other consumer protection legislation, and may make inquiries, gather information and attempt to mediate or resolve complaints as appropriate.

Notice of Use

You will not be placed on any mailing lists nor will your personal information be sold or shared for commercial purposes. Any personal information you give us will primarily be used for the purposes of complaint mediation and/or investigation of the business practices of the business.

Personal information may also be used to conduct data analytics used by the ministry to enhance consumer education, improve internal processes for complaint mediation, inspections and/or investigations; conduct risk-based compliance and enforcement planning; improve accessibility and develop policy. By submitting this form you are providing your consent for the ministry to use the personal information you have submitted in this manner.

Notice of Disclosure

By submitting this form, you are providing consent to share the information you have submitted, including that set out in any and all supporting documentation, as well as all future documents you may submit, relating to your interaction with the business in question, with any government ministry (federal or provincial), agency, board or commission, any self-regulatory body or association, any administrative authority and any law enforcement agency responsible for and/or engaged in the receipt and/or mediation of consumer complaints and/or investigation of the business practices of the business. You are also providing your consent to share aggregate non-identifying information with other third-party organizations, such as educational institutions, for the purposes of data analytics used by the ministry to enhance consumer education, improve internal processes for complaint mediation, inspections and/or investigations; conduct risk-based compliance and enforcement planning; improve accessibility and develop policy.

For more information about the collection of information, please contact the Director, Consumer Protection Branch, in writing at:

Ministry of Government and Consumer Services, Consumer Services, Analytics and Partnerships Branch

77 Wellesley Street West, PO Box 450
Toronto ON M7A 2J6

Or by telephone at 1-800-889-9768 or TTY 1-877-666-6545

Your consent as described above is voluntary and you may revoke your consent, at any time by contacting:

Ministry of Government and Consumer Services, Consumer Services, Analytics and Partnerships Branch
77 Wellesley Street West, PO Box 450
Toronto ON M7A 2J6

The revocation of your consent is not retroactive. If you revoke your consent for the sharing of the information, the Ministry will no longer share any information as of the date the revocation is received by the Ministry.

 

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