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Complaints Officer

In order to better meet its customers’ needs and streamline its procedures, GCR has created a Complaints Officer position.

The Complaints Officer is an independent, impartial advisory service that receives and reviews any complaints submitted to them by a contractor holding a licence from the Régie du bâtiment du Québec (“Contractor”) or a consumer (“Beneficiary”) who has acquired or wishes to acquire a residential building covered by the guarantee plan for new residential buildings administered by Garantie de construction résidentielle (“GCR”).

The complaints the Complaints Officer reviews involve GCR operational violations and the Building Act and its regulations, including the Regulation respecting the guarantee plan for new residential buildings.

Powers of the Complaints Officer

The Complaints Officer does not have jurisdiction over the recourses provided for in the Building Act and its regulations, including matters of conciliation, mediation and arbitration.

Complaint handling process

After the Complaints Officer receives the form, they will contact the complainant as soon as possible to ensure they correctly understand the problem.

They will then review the complaint for admissibility. If the complaint is admissible, the Complaints Officer will review the steps the parties involved have taken to resolve the alleged problem.

If no solution can be found, the Complaints Officer may decide to conduct an investigation and to provide GCR with any findings, information or recommendations for resolving the complaint in a fair manner.

If the complaint is not admissible and does not fall under the purview of GCR, the Complaints Officer may direct the complainant to the appropriate authority.

Complaint form

To get and fill out the complaint form, click here.

Who is the Complaints Officer?

The position of GCR Complaints Officer is held by Claude Melançon. A lawyer for his full career, he got his start in 1974, and was a partner in the law firm Gowling WLG from 1998 until his retirement in 2011.

Contacting the Complaints Officer

You can file your complaint by mail, by email or in person:

Complaints Officer
Garantie de construction résidentielle (GCR)
4101, rue Molson, 3e étage
Montréal (Québec) H1M 3L1
plaintes@garantiegcr.com

 

Frequently Asked Questions (FAQ)

Who can file a complaint?

  • Any contractor who holds a licence from the Régie du bâtiment du Québec (RBQ) and any consumer who has acquired or wishes to acquire a residential building covered by the mandatory guarantee plan that GCR administers.
  • Click here to learn more about the types of buildings covered
  • Click here to learn more about exclusions from the mandatory guarantee plan

What can I file a complaint about?

  • The Complaints Officer reviews complaints that involve GCR operational violations and the Building Act and its regulations, including the Regulation respecting the guarantee plan for new residential buildings.

How can I file a complaint?

  • You must fill out the complaint form and send it to the Complaints Officer by mail, by email or in person.

What other documents should I provide?

  • If needed, you can attach other documents to the form, if they will be useful in handling your complaint.
  • Such documents might include photographs, videos, correspondence (letters, emails, etc.) or any other relevant documentation.

How long will it take for my complaint to be handled?

  • The Complaints Officer is committed to contacting complainants within a reasonable time after receiving their complaint.
  • They will review the complaint for admissibility. If the complaint is admissible, the Complaints Officer will review the steps the parties involved have taken to resolve the alleged problem.
  • The Complaints Officer may choose to investigate for a longer period of time, if circumstances warrant.

I do not agree with a decision made by a GCR conciliator. Can I file a complaint?

  • No, because the Complaints Officer does not have jurisdiction to change a decision made in conciliation by GCR.
  • If you are dissatisfied with a decision, you can bring it to mediation or arbitration. To learn more, see the GCR decision that was sent to you, or click here.

I filed for arbitration on a decision made by a GCR conciliator. The arbitrator has ruled on it and I still do not agree. Can I file a complaint?

  • No, because the Complaints Officer does not have jurisdiction to change a decision made in conciliation by GCR, nor a decision made by an arbitrator.
  • Any decision made by an arbitrator is independent and final, and cannot be appealed.

I have a decision made by a GCR conciliator in which the conciliator required the original contractor to carry out corrective work. I do not want them on the premises, and I demand that GCR immediately take over the work instead. Can the Complaints Officer intervene?

  • No, because the Complaints Officer does not have jurisdiction to change a decision made in conciliation by GCR.

I want to file for mediation on a decision made by a GCR conciliator. Can the Complaints Officer act as mediator?

  • No, the Complaints Officer is not empowered to act as a mediator in conciliation cases.
  • To learn more about mediation and arbitration, see the GCR decision that was sent to you, or click here.

I opened a claims case with GCR and I have noticed that the deadlines stipulated by the Regulation have passed. Can I file a complaint?

  • Yes, you can file a complaint by filling out the form and submitting it to the Complaints Officer.

I live in a 12‑storey building held in co‑ownership, and I have discovered a problem. Can I file a complaint?

  • No, because this type of building is not covered by the guarantee plan that GCR administers. We advise you to check whether your building is covered by an optional guarantee plan and, if it is, to contact the administrators of that plan.
  • Click here to learn more about the types of buildings covered
  • Click here to learn more about exclusions from the mandatory guarantee plan

I have my Cote Qualité GCR, but I do not agree with my analyst’s analysis and the rating. Can I file a complaint?

  • First, you should contact the accreditation service for more details on the assessment of your rating.
  • If, after doing so, you feel that the rating assessment process was not conducted in accordance with the stated objective criteria, you can file a complaint.

I have received the GCR inspection report on one of my construction projects, and I do not agree with some parts of the inspector’s report. Can I file a complaint?

  • First, you should contact the inspection service for more details on your report.
  • If, after doing so, you feel that the inspection process was not conducted in accordance with the stated objective criteria, you can file a complaint.

GCR has informed me that my company is no longer accredited. I want to contest this decision. Can I file a complaint?

  • To contest the revocation of your company’s accreditation, you must bring your case for arbitration.
  • Since the Complaints Officer does not have jurisdiction over matters of arbitration, they cannot intervene in this process.

I do not appreciate a GCR employee’s tone and remarks towards me. Can I file a complaint?

  • Yes, you can file a complaint by filling out the form and submitting it to the Complaints Officer.

 

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