Information for businesses

Dealing with complaints against your business

Service Alberta answers hundreds of consumer inquiries each day, ranging from simple clarifications about latest purchases to requests for formal complaints against businesses.

As a business, you have an important role in helping consumers address problems and reduce complaints. Here are some suggestions you can adopt as part of your customer service practices:

  • Answer phone calls and respond to e-mails, reviews or complaints that come directly to you. Simply being in communication with a concerned consumer shows intent to get to the bottom of an issue.
  • Know your obligations under the consumer protection laws.
  • Make sure you have sufficient records of dealings with your customers. Keeping receipts, signed agreements and up-to-date calendars can help in sorting the facts and will be helpful should a complaint lead to an investigation.

You should also note that:

  • Every consumer complaint is reviewed to determine if it’s a potential offence of consumer protection laws and if an investigation is warranted.  
  • Should an investigation proceed, the best response a business can have is to cooperate fully to ensure all details of the situation can be considered by consumer investigations.
  • If a complaint does not warrant an investigation, no administrative action will be taken against the business.