Common Questions - Consumer Information

For further assistance with this topic, please contact the Consumer Contact Centre at 780-427-4088 (Edmonton and area) or 1-877-427-4088 (toll free - other areas in Alberta).

Click on a below question to see its answer.

1. What does Service Alberta do to help consumers?

We respond to consumer enquiries by providing information to consumers, or referring them to agencies or organizations that could help. (See our list of consumer information tipsheets.) We investigate complaints where it is possible that one of our consumer laws may be broken. (For a complete list of the Acts administered by the department, follow this link.) We license or register certain businesses. (See How to License and Register a Business index page.)

2. I have a complaint about the way my insurance company is settling my claim. Can you help me?

Complaints against insurance companies, agents, brokers and adjusters are handled by the Alberta Insurance Council (external site). The phone number in Edmonton is 780-421-4148, in Calgary 403-233-2929, and for the rest of the province 1-800-461-3367 toll-free.

3. My complaint is about the way my realtor handled the sale of my house. Do you investigate real estate complaints?

The Real Estate Council of Alberta (external site) now handles complaints about real estate agents, salespersons and mortgage brokers. You can reach them at 1-888-425-2754.

4. Where do I go to get information about planning a funeral, or to complain about the way a funeral was conducted?

The Alberta Funeral Regulatory Board has excellent free information on funeral planning and handles complaints against funeral homes, directors or embalmers. In Edmonton the number is 780-452-6130, province-wide 1-800-563-4652 toll free or at afsrb@telusplanet.net.

5. I just bought a vehicle and put down a $1,000 deposit. Now I don't want the car as I've found a better deal elsewhere. How many days do I have to cancel the deal?

You have no right to cancel under these circumstances, and the dealership will probably keep the deposit as damages if you do. They could even hold you to the whole contract. The only exception is if the deposit was made with conditions, e.g. that the vehicle passed a suitable inspection, or that financing was available.

6. I bought a stereo and it doesn't work, but the store won't give me my money back. Can they do that?

Check the terms and conditions of the warranty to find out who is responsible for making repairs. The seller is not necessarily responsible. Some stores advertise that you have the right to return an item if you are not satisfied, but this is not the policy for every store. It is important that you find out the seller's policy on repairs and returns before you buy.

7. The sweater Aunt Betsy gave me for Christmas is huge and I don't like the colour. I've got the bill, so the store has to exchange the sweater, right?

Wrong. Most stores allow exchanges to maintain good customer relations, but they are not required by law to do so. Before you buy any item that you might wish to exchange, make sure you know what the store's policy is. Some stores will only exchange items under certain conditions e.g. only if you have the bill, or only within 30 days. For extra security, get the store clerk to write the policy and conditions on the back of the bill and sign it.

8. What protection do I have if I gave a renovation contractor a deposit before the job was finished?

If the contract was negotiated or concluded at your place (away from the contractors place of business) and if you give a deposit, the contractor must have a provincial licence and a bond. Always check to make sure a contractor is licensed and bonded before you put down a deposit. You may also be able to cancel the contract under the Fair Trading Act. For more information on choosing a contractor, see the tipsheet Home Renovations and Repairs (pdf).

9. A bill collector has been harassing me for payment. He calls me at work, insults me and uses foul language. How can I make him stop?

You can't stop a bill collector from calling you at home or at work. However, if the calls are very frequent or abusive the collector may be breaking the rules of the Fair Trading Act. Speak to the collector's supervisor, or register a complaint with the department. For more information on dealing with bill collectors, see our tipsheet Bill Collection and Debt Repayment (pdf).

10. I bought an expensive vacuum cleaner from a door-to-door salesperson and now realize I just can't afford it. What can I do?

Under the Fair Trading Act you have 10 days to cancel the contract. The best way to do this is by registered mail but you can use any method that gives you proof of the date on which you cancelled. If the seller was not provincially licensed you have up to one year to cancel. After cancellation the seller has 15 days to refund your money. See our tipsheet Dealing with Door-to-door Sales (pdf).