You have a dispute with a business

Defective goods, undelivered service, misleading contract: the formal demand letter, the Office de la protection du consommateur, and small claims court — without a lawyer.

This applies to you if you bought a product or service that doesn't work, was never delivered, or doesn't match what you were promised — and the business refuses to fix it. Québec's Consumer Protection Act gives you strong rights, including a legal warranty that applies even without a paid extended warranty.

The steps to follow

1. Gather your proof of purchase and your exchanges
   Collect the invoice or receipt, the contract, the ad or product description, and every exchange with the business. Take photos of the defect if it's a product. Note the dates: when you bought it, when the problem appeared, and when you reported it.
2. Contact the business first, in writing
   State the problem clearly and what you want (refund, repair, replacement) by email or letter, so you keep a record. A phone call leaves no proof. Give a reasonable deadline to respond, for example ten days.
3. Invoke the legal warranty
   In Québec, any good must be usable for normal purposes for a reasonable length of time, even after the manufacturer's warranty has expired. This is the legal warranty, and it's free. You can invoke it directly with the seller or the manufacturer. A product that breaks prematurely may be covered at no cost.
4. Send a formal demand letter (mise en demeure)
   If the business won't cooperate, send a formal demand letter: a written notice that describes the problem, what you're claiming and a deadline to comply, failing which you'll take further steps. Send it in a way that proves it was received. A demand letter is often enough to unlock the situation, and it's required before going to small claims.
5. Report to the Office de la protection du consommateur
   The Office de la protection du consommateur (OPC) can inform you of your rights and take your complaint. Even if the OPC won't settle your individual file for you, your report helps it monitor offending businesses, and it can point you to the right remedy.
6. File in small claims if needed
   For a claim of $15,000 or less, the small claims division of the Court of Québec is designed for citizens without a lawyer. The fees are modest, the procedure is simplified, and a clerk can guide you. It's often the right last resort after a demand letter that went unanswered.

Your next step

Find help to enforce your rights

Helpful resources for this situation

• Éducaloi
• Justice Québec
• Juripop