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How to use the Complaint Courier
Getting Started
This powerful online tool will give you instant access to the resources and expert advice you will need to navigate the complaint process from start to finish. You can use the navigation bar located at the top of each page, or the NEXT arrow at the bottom of each page to take you from step to step.
Note: In order to proceed effectively through the Complaint Courier, you will need to complete Step 1 each time you use the system.
You will be asked a series of questions aimed at identifying where the transaction or business practice took place and the nature of the complaint. Once you have completed the questions you will be presented with some important information.
The system will present you with some important information on your rights and responsibilities as a consumer. You may also be presented with customized search results generated from the Canadian Consumer Information Gateway. You should review these results as they will give you additional insight into your particular complaint. At this point you will always have the opportunity to visit the Canadian Consumer Information Gateway to conduct additional searches for more related information. Once you have reviewed the relevant information you will be instructed to contact the business in question.
Contacting the business is an important part of the complaint process. The Courier provides you with tips and a Dialogue Coach in order to effectively voice your complaint. The Dialogue Coach provides you with appropriate questions to ask, possible rebuttals and helps you make sure you get your point across. The Dialogue Coach is available in printer friendly format allowing you to print forms to ensure that you capture important details of your interaction(s) with the company. If contacting the business in person does not produce satisfactory results, you should write a formal letter to the business.
If a personal visit or telephone call has not produced results, write a letter to someone higher up in the business. The Courier shows you the important information you must include in your letter and provides you with a tool to compose your letter in three simple steps. Just by entering some basic information in the system, you will see the Letter Wizard generating a formal complaint letter before your eyes. You will then print the letter and send it to the business via registered mail.
Once the letter has been sent to the business in question, you should allow ten working days for the business to respond. If you do not receive a response or the response is not satisfactory, you can then re-enter the Complaint Courier to submit a complaint form to the appropriate regulatory agency.
In order to submit a complaint form you must first complete "Step 1 - Complaint Assessment."You must also consent to the sharing of the information on the form with the business in question and the appropriate regulatory agency.
Once you have provided consent, you can complete the form and click SEND. The system will email the form to the appropriate organization and generate a receipt. The receipt will include the date and time the complaint was registered, a unique file identification number, the coordinates of the organization that will be reviewing your complaint as well as the full details of the complaint. You should save and print this form for your records. In a few exceptional cases, you may be instructed to print out the completed form and send it to the noted agency, as that agency does not have the ability to receive email.
If you have not reached a successful resolution to your complaint by using the Complaint Courier, you may want to consider some of the legal options available to you.
Note: At any time, if you have questions on how to use the Complaint Courier or need additional information, please do not hesitate to contact us.
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