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Complaint Handling Process

If Consumer Services receives a written complaint from a consumer, an officer contacts the business to ask for a response.  The officer then advises the consumer of the response.  The process continues until an agreement is reached or until the parties reach an impasse.  Dispute resolutions can take place only when all parties are willing.  The office cannot impose a settlement or guarantee the results.  If an agreement cannot be reached, either party may take the matter to court.

Why Dispute Resolution / Mediation?

  • Informal
  • Confidential
  • Individuals affected are involved in finding a solution
  • May resolve complaints more quickly than a more formal process


Before contacting Consumer Services, consumers are encouraged to try to resolve the problem themselves.  Go to: Steps to Resolve the Problem for information.

All complaints involving breaches of the consumer protection legislation administered by Consumer Services are assessed and, where appropriate, are forwarded for internal investigation or referred to a police agency for the consideration of the laying of charges.




FILES AT CONSUMER SERVICES ARE CONFIDENTIAL BY STATUTE.  THEREFORE THE OFFICE CANNOT REPORT TO THE PUBLIC OR COMMENT ON SPECIFIC INFORMATION REGARDING COMPLAINTS.

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