How do I complain to the Ontario consumer protection office?

If you have issues with a contractor in Ottawa, you can file a complaint with Consumer Protection Ontario through their online portal at ontario.ca/page/filing-consumer-complaint or by calling 1-800-889-9768.

Consumer Protection Ontario handles complaints about home improvement contractors under the Consumer Protection Act. This includes issues like contractors who don't complete work, overcharge, use high-pressure sales tactics, or fail to honor warranties.

How to File Your Complaint in Ontario

Online Filing (Recommended):
Visit ontario.ca/page/filing-consumer-complaint and complete the online form. You'll need to provide details about the contractor, your contract, what went wrong, and what resolution you're seeking. The online system allows you to upload photos, contracts, and other supporting documents.

By Phone:
Call the Consumer Protection Contact Centre at 1-800-889-9768 (TTY: 416-326-2700). They're open Monday to Friday, 8:30 AM to 5:00 PM. Have your contract, receipts, and timeline of events ready when you call.

What Information You'll Need

Gather all documentation before filing: the written contract or estimate, proof of payments made, photos of incomplete or defective work, correspondence with the contractor (emails, texts), and a timeline of what happened. Consumer Protection Ontario investigates more effectively when you provide complete documentation.

What Consumer Protection Ontario Can Do

They can investigate your complaint, mediate between you and the contractor, order refunds or completion of work, and impose penalties on contractors who violate the Consumer Protection Act. For serious violations, they can also refer cases to law enforcement.

Additional Ottawa-Area Resources

If your contractor was working without proper permits, also contact City of Ottawa Building Code Services at 613-580-2424. For electrical work issues, file a complaint with the Electrical Safety Authority (ESA) at 1-877-372-7233. For gas or HVAC problems, contact the Technical Standards and Safety Authority (TSSA) at 1-877-682-8772.

Construction Lien Protection

Remember that in Ontario, you have lien rights. If a contractor hasn't been paid by the homeowner, they can place a lien on your property. Conversely, if you've paid but work isn't completed, you may need to understand your holdback rights under the Construction Act.

For complex disputes involving significant money or property liens, consider consulting with a lawyer who specializes in construction law. Many offer free consultations to assess whether your case warrants legal action beyond the consumer protection complaint process.

The key is acting quickly - there are time limits for filing complaints and exercising your rights under Ontario consumer protection laws.