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 to its processes, including the Regulation respecting the guarantee plan for new residential buildings.
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.
After the Complaints Officer receives the form, they will contact the complainant and and any other affected parties 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 and may propose possible solutions.
The Complaints Officer will then provide to GCR any with any findings, information or recommendations to prevent the situation alleged by the complainant from recurring, with the sole purpose of improving internal GCR processes. The Complaints Officer will then confirm to the complainant that the complaint has been completed. However, no report will be provided to the complainant. Finally, it should be noted that the Complaints Officier isn’t an Ombudsman.
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.
To get and fill out the complaint form, click here.
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.
You can file your complaint by mail, by email or in person:
Garantie de construction résidentielle (GCR)
4101, rue Molson, 3e étage
Montréal (Québec) H1M 3L1
Who can file a complaint?
What can I file a complaint about?
How can I file a complaint?
What other documents should I provide?
How long will it take for my complaint to be handled?
I do not agree with a decision made by a GCR conciliator. Can I file a complaint?
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?
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?
I want to file for mediation on a decision made by a GCR conciliator. Can the Complaints Officer act as mediator?
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?
I live in a 12‑storey building held in co‑ownership, and I have discovered a problem. Can I file a complaint?
I have my Cote Qualité GCR, but I do not agree with my analyst’s analysis and the rating. Can I 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?
GCR has informed me that my company is no longer accredited. I want to contest this decision. Can I file a complaint?
I do not appreciate a GCR employee’s tone and remarks towards me. Can I file a complaint?