Making Complaints

Consumer Rights under the Consumer Protection Act

The goal of Business and Consumer Programs is to promote a fair, safe and orderly marketplace that protects the rights of consumers. The Consumer Protection Act sets out some ground rules that cover most consumer transactions.

Some of your basic rights are listed below. If you need more detail, you can check out one of the specific areas linked after that, or consult the text of the Act.

Credit terms must be disclosed in full

If you borrow money, you have the right to be given comprehensive information that will help you decide whether you wish to apply for the loan. This information must include: the total cost of borrowing; any fees on the loan; the interest rate you will be charged.

Advertising by lenders must be truthful

 It also must reflect the full cost of borrowing.

You have the right to pay back a debt early

You can't be charged a fee to do so by a payday lender.  However, if you have entered into a contract for a loan secured by a mortgage, check the terms of repayment.  They might charge fees or penalties for early payments.

You don't have to pay for a product you are sent if you did not order it

You can use it, throw it away or give it to someone else and you can not be charged for it.

The goods and services you receive should match what you paid for

If you see a sample, what you get must be of the same quality. If you buy based on a description, the item you get should match it. All services must be done in a professional manner.

Contracts should be clear and straightforward

They should contain all the information you need to feel comfortable about your purchase and what you must pay.

You are still protected when you make purchases online

All online purchases should involve a contract that the buyer accepts in making the purchase. It should show all costs, and give you a choice to accept or cancel the purchase.

Lenders, Direct Sellers, Payday Lenders, Mortgage Brokers and Lenders, Operators of Cemeteries, Funeral Directors must all hold permits in Nova Scotia

Permit holders must also have a mailing address and place of business where you can contact them with concerns or complaints.

You may be entitled to a cooling off period

For health, fitness, modeling, tanning, diet, sport, dance or other similar activities there is a 5 day cooling off period.  For payday loans, it's one day; for prepaid funeral services you have ten days.

You can't sign away your rights under the Act

Even if you discover you've signed a contract that states that these rules don't apply, they still do. You should report the company to SNSMR.