File a Complaint

If you suspect you have received an inaccurate measurement as part of a financial transaction, you may file a complaint with Measurement Canada. You should always attempt to resolve the matter with the other party in the transaction prior to filing a complaint.

Additional Information

Measurement Canada reports on the results of its investigation and ensures corrective action, when necessary. We do not negotiate any compensation.

To file a complaint, you must provide the information listed below to your regional Measurement Canada office. Anonymous complaints will not be processed.

Gas Pumps

In order to process your complaint, we will require:

  • Your name and contact information;
  • The name and address of the gas station;
  • The type and grade of gasoline purchased;
  • The number of the gas pump used or a description of its physical location, e.g. lane closest to office, last pump toward east end;
  • The amount of fuel paid for and the quantity of fuel you would have expected to pay for;
  • The sales receipt, if you have it; and
  • Info on how you have attempted to resolve the matter.

Before submitting your complaint, consider the following:

  • The stated capacity of a vehicle's fuel tank is only approximate. Fuel can also be stored in a vehicle's fuel pipe, increasing the fuel capacity of the vehicle.
  • The capacity stated on portable containers, such as jerry cans, is only an approximate value.
  • When fuel begins to flow from a gas pump, it is normal for a small amount of fuel to flow as the hose is pressurized. In most cases, the register does not display this small amount but a small amount (no more than 40 ml) is also acceptable.
  • Questions related to the price of gas should be directed to the Competition Bureau
  • The quality of gas (octane levels) is a provincial/territorial responsibility.
  • The use of automatic temperature compensation (ATC) is optional (except for propane).

Electricity or Natural Gas Meters

In order to process your complaint, please provide:

Before submitting your complaint, consider the following:

  • The setting of electricity rates and their application (e.g. time-of-use rates) are the responsibility of provincial/territorial energy regulators.
  • Evaluating the possible health effects associated with exposure to radiofrequency (RF) energy emitted by smart meters is the responsibility of Health Canada. 

While Measurement Canada does not charge for this service, your electricity or natural gas provider may charge for the removal from service of meters for testing.

Retail Food Scales

In order to process your complaint, we will require:

  • Your name and contact information
  • The name and address of the establishment
  • A description of the scale's physical location, e.g. scale at checkout counter, lane 2 or deli scale on left when facing counter.
  • Info on how you have attempted to resolve the matter.

Before submitting your complaint, consider the following:

  • Pre-packaged retail foods are subject to the Consumer Packaging and Labelling Regulations, which are enforced by the Canadian Food Inspection Agency.
  • Pricing information for individually measured foods must be provided in metric units on signage and advertisements but it can also be accompanied by pricing information in Canadian units.
  • The weight of the container or packaging (tare) holding individually measured foods must not be included in the weight of the food. The tare can be subtracted on the receipt or it can be deducted automatically on the scale. The net weight must always appear on the receipt.

Firewood

In order to process your complaint, please provide:

  • Your name and contact information;
  • The name and location of the seller;
  • The sales receipt, if you have it; and
  • Info on how you have attempted to resolve the matter.

Before submitting your complaint, consider the following:

  • Prepackaged firewood sold at the retail level is subject to the Consumer Packaging and Labelling Act and is the responsibility of the Competition Bureau.
  • The cord (128 cubic feet) is not the only legal of measure. Read more on how firewood is sold in Canada.

Did you know that moving firewood can spread invasive insects? Canadian Food Inspection Agency policies control the movement of firewood from regulated areas of Canada.

Metric System

In order to process your complaint, we will require:

  • Your name and contact information
  • The name and address of the establishment
  • Info on how you have attempted to resolve the matter.

Before submitting your complaint, consider the following:

  • Three trade sectors are required to use metric units (retail sale of gasoline and diesel fuel, individually measured retail foods, retail home furnishings) for signage and advertising. Canadian units can also be used along with the metric.
  • Information (incl. weight and volume) provided on labels of retail packaged products is the responsibility of the Canadian Food Inspection Agency and the Competition Bureau.
  • There are no specific size requirements regarding the size of the print on in-store advertising. However, the metric pricing information must be large enough that it can be easily read by the customer.

Pints of Draft Beer

In order to process your complaint, please provide:

  • Your name and contact information;
  • The name and address of the establishment;
  • Info on how you have attempted to resolve the matter;
  • A photo of the menu or advertisement showing the quantity claimed to have been dispensed, if possible;
  • The sales receipt, if you have it.

Before submitting your complaint, consider the following:

  • A pint contains 20 fl oz (568 ml) in Canada.
  • The limit of error for 20 fl oz is 0.5 fl oz (the foam (head) is not included in the measurement).
  • When a quantity other than a pint is advertised, the quantity served must be must be equal to the stated quantity within the limit of error.

Other

In order to process your complaint, we will require:

  • Your name and contact information
  • The name and address of the establishment
  • Info on how you have attempted to resolve the matter.

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