Complaint Investigation

Overview

If you suspect you have received inaccurate measurement as part of a financial transaction based on measurement, and have been unable to resolve the matter with the other party to the transaction, you may request that Measurement Canada investigate the matter.

In Which Situation Can I Register a Complaint?

You can register a complaint with Measurement Canada if:

1. you were a buyer or a seller of a good or service;
2. the good or service was sold on the basis of measurement;
3. you reasonaby believe that you have received inaccurate measurement; and
4. you have been unable to resolve the matter with the other party to the transaction.

Before You Register a Complaint

Before you register a complaint you should always attempt to resolve the matter with the other party to the transaction.

To help speed up the investigation process, you should have the following information available before contacting Measurement Canada:

1. the name of the other party to the transaction;
2. when the transaction took place;
3. the location where the transaction took place; and
4. the details about the measuring device used in the transaction.

If your complaint is in regards to your electricity or gas meter, please also complete a load survey for your billing period:

• Load Survey (30-day billing period), in PDF format, 318.9 KB;
• Load Survey (60-day billing period), in PDF format, 274.2 KB.

Please note that your utility may assess a service charge for removal of meter from service for testing.

The Process

1. A buyer or seller registers a complaint with his or her local Measurement Canada office.
2. Measurement Canada inspects the measuring device used in the transaction.
3. Measurement Canada determines if the measuring device is accurate.
4. Measurement Canada informs both parties of its findings.
5. If the measuring device was found to be inaccurate, Measurement Canada will require that it be repaired or replaced.

Important: Measurement Canada only reports on the findings of its investigation. It is up to the parties to the transaction to determine what subsequent actions are to be taken.

Register a Complaint

To register a complaint, contact your local Measurement Canada office.