Resolving a Complaint

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If you have concerns about a product or service you should first attempt to resolve the problem directly with the organization. Here are some tips to keep in mind:

  • Know what the problem is and have all relevant documentation to back up your complaint.
  • Know what solution you are seeking and request specifics as to how and when something will be done.
  • Keep a copy of all written/electronic correspondence. Ask for the name of anyone you speak to about your complaint (whether in person or over the phone) and record the information for future reference.
  • If you are not satisfied with the initial response, take your problem to the next level in the company, for example, the manager or owner. If the company is large, you could contact the main office.

Dispute Resolution with CMA Members

All CMA Members are required to comply with the Canadian Marketing Code of Ethics and Standards. If you believe that your complaint with a member company has gone unaddressed, or the company has contravened the Code, please click here.

Alternatively, you can send a written complaint to:

Dispute Resolution

Canadian Marketing Association
55 University Avenue, Suite 603
Toronto, Ontario
M5J 2H7

Your complaint must include your name and address, the name and address of the company that the complaint is being made against, a chronological outline of the situation that led to the complaint, including type of product/service ordered, proof of payment if applicable, and copies of key communications already exchanged with the company.

Once the complaint has been screened, CMA management will contact the member company and conduct an informal investigation with the objective of resolving the matter to the satisfaction of all parties. In cases where the member company is found to have engaged in activities in contravention of the Code, Section R will apply. 

External Resources

Advertising Standards Canada
Better Business Bureaus
Canadian Radio-television and Telecommunications Commission (CRTC)
Competition Bureau
Consumer Affairs Offices

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