Right to repair and the OPC: Essential information and tools

Quebec’s Office de la protection du consommateur (OPC) plays a key role in protecting consumers and ensuring fair business practices under the Consumer Protection Act (CPA). With the Loi protégeant les consommateurs contre l’obsolescence programmée et favorisant la durabilité, la réparabilité et l’entretien des biens—Quebec’s right to repair legislation now in effect—Quebec has also become a leader in the right to repair movement—strengthening consumers’ ability to repair and maintain their goods, including vehicles, while promoting sustainable practices. 

Tools and resources

We encourage members to consult and share the following OPC documents to ensure a clear understanding and proper application of the right to repair framework: We encourage members to consult and share the OPC’s official documents as well as AIA Canada’s resources to ensure a clear understanding and proper application of the right to repair framework:

Merchant reporting form:

• OPC reporting form
• Video tutorial: How to complete and submit a report (available in French only)
• Sample report (available in French only)

Printable tools for merchants:

• OPC webpage  
• Quick reference (printable): Auto au garage? Connaissez vos droits  
• One-pager poster (printable): Affichette Auto au garage  

About Quebec’s right to repair framework 

Adopted on October 5, 2025, Loi protégeant les consommateurs contre l’obsolescence programmée et favorisant la durabilité, la réparabilité et l’entretien des biens—amends the CPA to fight planned obsolescence. 

It requires manufacturers and merchants to: 

• Make replacement parts, repair services, and maintenance information available for a reasonable period after sale. 

• Avoid designs or practices that make repairs unnecessarily difficult. 

• Clearly disclose whether parts or repair information are available. 

For the auto care sector, this law reinforces the right of consumers to have their vehicles serviced at the repair shop of their choice and promotes fair competition across the industry. 

What the OPC does 

The Office de la protection du consommateur (OPC) is a public agency under the Government of Québec responsible for enforcing the Consumer Protection Act (CPA) and its regulations. Its mission is twofold: to educate consumers about their rights and obligations, and to oversee business practices to ensure fairness, transparency, and compliance with the law. 

The OPC receives and analyzes reports related to goods and services offered by merchants, including cases involving defective products, misleading advertising, abusive contract clauses, or refusal to honor warranties. When a report is admissible, the Office may investigate, request corrective measures, or impose administrative penalties. It can also conduct inspections or legal proceedings against non-compliant merchants. 

Filing a report: Admissible vs. inadmissible 

Need to file a report? To begin, you need to know what is admissible. Essentially, a report is admissible if it falls within the Office’s legal mandate and meets the following conditions:  

1. It concerns a consumer contract between a consumer and a merchant. 

2. The consumer has attempted to resolve the issue directly with the merchant before filing the report. 

3. The complainant can provide evidence, such as a contract, invoice, warranty, email exchange, etc. 

4. The report includes enough information to identify the merchant and describe the facts. 

5. The report involves a situation covered by the Consumer Protection Act, such as: 
   • Non-conforming or defective product 
   • Misleading advertising 
   • Abusive contract clause 
   • Deceptive credit practices 
   • Cancellation or non-performance of a distance contract 
   • Refusal to honor a legal or extended warranty 
   • Non-compliant activities in a sector regulated by the OPC 

On the other side of things, there are reports that are inadmissible, in which the OPC cannot intervene. This includes: 

• Disputes between two merchants (Business-to-business relationships). 

• Disputes between individuals, like the sale of a used item between two private parties. 

• Services provided by professionals regulated by an order, like lawyers, doctors, or accountants. 

• Residential rental conflicts (under the jurisdiction of the Tribunal administratif du logement). 

• Issues related to insurance, employment, or immigration. 

• Any situation where no merchant, as defined under the CPA, is involved. 

How can a consumer submit a report?

In order to file a report, one needs to be aware of the process. It is as follows: 

1. Admissibility verification: The OPC assesses whether the report falls within its jurisdiction. 

2. Report registration: If admissible, the report is recorded in the merchant’s file. 

3. Analysis and follow-up: An officer contacts the complainant to obtain necessary documentation. 

4. Intervention: Depending on the case, the Office may investigate, request corrective measures, or impose administrative penalties on the merchant. 

5. Consumer notification: The Office informs the complainant of potential next steps and other available recourses, including judicial ones. 

It is important to note be aware of the processing time for a report. The OPC aims for a maximum of 15 business days to acknowledge receipt and analyze a report related to the quality of its services. However, depending on the case’s business sector and complexity, it may take longer.  

In short, even though a merchant cannot file an official report, it is now possible to report a case by filling outthis online form on the OPC’s website.

Questions or experiences to share? 

While AIA Canada does not process reports, member insights are welcome. Please contact Emily Holtby, vice president, government relations, at AIA Canada.