Consumer Complaints and Redress

Federal Mandate Letters and the Canadian Consumer - EPUB

Consumers Council of Canada has attempted to piece together Canada’s consumer protection and empowerment priorities through a detailed review of Prime Minister Justin Trudeau’s December 2021 mandate letters to federal cabinet ministers.

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Federal Mandate Letters and the Canadian Consumer - PDF

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Public Interest Network Perspectives: The Consumer Right to Redress-2021-PDF

This report is based on the results of a Consumers Council of Canada Public Interest Network questionnaire asking for perspectives around consumers’ views about redress. A similar PIN questionnaire from the same time a year ago is used as comparison. The PIN is a national network of thought... Di più

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Public Interest Network Perspectives: The Consumer Right to Redress-2021-EPUB

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Response To Department of Finance Consultation: "Strengthening Canada’s External Complaint Handling System" - EPUB

Consumer’s Council of Canada’s response to the request by the federal Department of Finance to provide comments on its consultation paper entitled: Strengthening Canada’s External Complaint Handling System, issued in July 2021.

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Response To Department of Finance Consultation: "Strengthening Canada’s External Complaint Handling System" - PDF

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Les « super-plaignants » - PDF

Cette recherche met au jour les points de vue des consommateurs sur les systemes tiers de gestion des plaintes des consommateurs (c’est-a-dire les systemes de traitement des plaintes des consommateurs administres par des entites distinctes autres que des entreprises du secteur prive) et l&r... Di più

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Le discernement des consommateurs dans leurs choix de souscrire aux garanties prolongées proposées lors de la vente d’un produit - PDF

Cette recherche s’intéresse aux attitudes et aux comportements que les consommateurs adoptent à l’égard des garanties prolongées proposées au moment de l’achat de gros électroménagers au Canada. Pour réaliser ce travail, la... Di più

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Public Interest Network Perspectives - The Consumer Right to Redress - EPUB

Since the outbreak of the COVID-19 pandemic, Consumers Council of Canada has questioned its Public Interest Network to gain insights into the experiences and attitudes of consumers. This report summarizes results of its seventh PIN participant survey during the pandemic, conducted in late Au... Di più

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Class Actions and Access to Justice in Ontario [EPUB]

A Consumers Council of Canada Spotlight Report concerning class actions and access to justice in Ontario. Bill 161, The Smarter and Stronger Justice Act, while including many important and recommended reforms, includes changes specific changes to the Class Proceedings Act that threaten access to ... Di più

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Research on Consumer Protection, Civil Enforcement and Consumer Advocacy [PDF]

This study identified consumers of goods and services who are vulnerable and require assistance to examine the type and extent of the assistance they require. It identified the help provided to vulnerable consumers and examined the best methods and programs to deliver the required assistance to t... Di più

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Consumer Redress, Chargebacks and Merchant Responses in Distant Transactions [EPUB]

This report concerns consumer attitudes and merchant responses related to disputes in e-commerce (or distant) transactions. It examines what consumers do to reconcile disputes with merchants, how merchants respond to what consumers do, how changing accounts management and debt collection affect a... Di più

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Consumers and Product Insurance Purchase Decisions [EPUB]

This report examines consumer experiences, attitudes and common misunderstandings with extended coverage programs such as “product protection plans” or “extended service plans”. This report is offered free of charge, but your voluntary payment will help support the researc... Di più

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Super Complainers: Greater Public Inclusiveness in Government Consumer Complaint Handling [EPUB]

This research reveals consumer views on third-party consumer complaint management systems (consumer complaint handling systems operated by entities other than private-sector businesses) and their receptivity to alternative systems where greater transparency, and consumer advocacy group participat... Di più

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A Case for Preservation of the Ombudsman for Banking Services and Investments [EPUB]

A Consumer Perspective Discussion Paper of the Consumers Council of Canada. This report discusses issues surrounding the defection from the Ombudsman for Banking Services and Investments of the majority of Canada's "big five" banks. It discusses the veracity of the reasons cited by these banks fo... Di più

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A Case for Preservation of the Ombudsman for Banking Services and Investments [PDF]

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