Questions and complaints
Due to factors related to the COVID-19 situation, telephone services offered by Competition Bureau will be unavailable until further notice. This includes the Information Centre, the Whistle-blowing Initiative, the Tip Line and the Media Relations line. We are continuing to serve Canadians and encourage you to submit your questions, complaints, notifications and requests via email and online forms.
You may request information on a variety of matters related to the Competition Act, the Consumer Packaging and Labelling Act, the Textile Labelling Act and the Precious Metals Marking Act that the Competition Bureau administers. You may also file a complaint against an organization or an individual that adopts business practices that might contravene one of the Acts listed above.
Please note that the Bureau does not provide legal advice.
We suggest you use the complaint form to register a complaint, and the question form for all other queries. The form will be received by the Bureau's Information Centre where it will be handled appropriately.
If you would like to share your views regarding a merger or acquisition, please fill the Merger Review Process and Feedback form.
Personal Information and comments collected on these forms are protected under the Privacy Act.
How the Bureau deals with complaints
The Bureau conducts its investigations in private and keeps confidential the identity of the source and the information provided. However, if someone has important evidence about breaches to any of the laws under the Bureau's jurisdiction, that person may be asked to testify in court or before the Competition Tribunal.
First and foremost, the information provided will be examined to determine whether it falls within the scope and mandate of the Competition Bureau.
For complaints under the Competition Act, the information will be referred to the appropriate enforcement branch for further consideration. The Bureau conducts its work in private, and as such, cannot provide complaint status report. If an inquiry is opened, the Bureau may contact other customers or competitors to obtain more information.
For complaints under the Consumer Packaging and Labelling Act, the Textile Labelling Act, and the Precious Metals Marking Act, the information will be examined to determine whether an issue is raised under the legislation. Bureau staff have formal powers of inspection under these Acts, as well as a variety of remedial powers to address issues of non-conformity.
For all complaints, if it is determined that a complaint warrants further investigation, Bureau officers have a number of tools available to resolve competition issues. These tools are outlined in the Bureau's Competition and Compliance Framework bulletin and include:
- public education, written opinions, information contacts, voluntary codes of conduct, written undertakings and prohibition orders;
- the legal authority, with court authorization, to search for and seize documents and other forms of evidence, to take sworn oral evidence and to demand the production of documents and records;
- the ability to refer criminal matters to the Public Prosecution Service of Canada, who then decides whether to prosecute before the courts;
- the power to bring civil matters before the Competition Tribunal or other courts, depending on the issue;
- the authority to make presentations and intervene on matters of competition policy before federal and provincial boards, tribunals and commissions, such as the Canadian Radio-television and Telecommunications Commission and the Canadian Transportation Agency.
You may also want to visit the Canada’s Consumer Information’s website, a central gateway where all of the trustworthy information and services are offered by Canada's governments and NGOs. Its Complaint Roadmap tool is a powerful database that will educate you on the best steps to take to complain effectively and will also channel your complaint to the appropriate agency.
How to submit a complaint or a request for information:
The Bureau is committed to providing excellent client service. Employees of the Information Centre are available to respond to your questions, record complaints and direct calls from Monday to Friday, 8:30 a.m. to 4:30 p.m., Eastern Time.
By phone or by fax:
You might prefer to contact the Information Centre by phone or by facsimile.
Monday to Friday, 8:30 a.m. to 4:30 p.m., Eastern Time.
Toll-free (Canada & US): 1‑800‑348‑5358
Direct (International): +1‑819‑997‑4282
TDD (for hearing impaired): 1‑866‑694‑8389
If you chose to mail your complaint or information request, the address is:
Place du Portage I
50 Victoria Street, Room C‑114
And at the international level...
As a result of joint efforts by the International Consumer Protection and Enforcement Network, and consumer protection agencies from 36 countries, users can file complaints about misleading cross-border electronic commerce, get tips for safe shopping online and learn how to contact consumer agencies around the world at www.econsumer.gov.
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