Business Licence Complaints

Calgary, Alberta — Comprehensive Consumer & Business Complaint Guide

Consumers, residents, businesses and other members of the public may report concerns regarding businesses operating in Calgary. Complaints may involve licensing, operating practices, misleading representations, consumer transactions, suspected unlicensed activity, or other conduct that may require review by a municipal, provincial or specialized regulatory authority.

Important: Submitting a complaint does not establish that a business has violated a law, bylaw or licensing requirement. Complaints should be factual and, whenever possible, supported by relevant documentation.

What Can Be Reported?

Business Licence Concerns

  • A business that may be operating without a required licence.
  • A business operating under an expired, suspended or otherwise invalid licence.
  • A business conducting activities that may fall outside its authorized business activity.
  • A business operating from a location where the activity may not be permitted.
  • Concerns regarding compliance with conditions attached to a business licence.
  • A business advertising itself as licensed when you believe it may not be.
  • Suspected false or misleading business information.
  • Repeated conduct that may raise licensing or regulatory concerns.

Consumer Transaction Concerns

  • Goods or services materially different from what was represented.
  • Misleading advertising or false or deceptive representations.
  • Undisclosed fees or charges.
  • Failure to provide agreed goods or services or honour contractual commitments.
  • Failure to provide required documentation.
  • Improper sales practices or unreasonable pressure.
  • Misleading statements about pricing, warranties, qualifications or services.
  • Taking payment without providing the promised product or service.
  • Failure to provide a refund where one may be legally required.
  • Other suspected unfair business practices.

Public Safety or Community Concerns

  • Unsafe business operations or conditions presenting a risk to customers or the public.
  • Repeated disturbances associated with a business.
  • Business activities affecting neighbouring properties.
  • Unauthorized activities occurring at commercial premises.
  • Other suspected violations of applicable municipal requirements.

Before Filing a Complaint

Whenever appropriate and safe to do so, first contact the business directly. Explain what happened, when it happened, what you purchased or agreed to, why you believe there is a problem, and what you would like the business to do to resolve it. Whenever possible, communicate in writing and retain copies of emails, texts, letters and other communications.

Information to Include With Your Complaint

Your Information

  • Full legal name
  • Address, city, province and postal code
  • Telephone number
  • Email address
  • Preferred method of contact

Business Information

  • Legal business name and operating/trade name
  • Business address
  • Telephone number and email address
  • Website and relevant social-media account
  • Owner, manager or representative involved
  • Business licence number, if known
  • Invoice, order or transaction number, if applicable

Describe What Happened

Provide a clear chronological explanation. Include the date and location of the incident; the product or service purchased; the amount and payment method; what the business represented or advertised; what actually occurred; the people involved; your attempts to resolve the matter; and the resolution you are requesting.

Supporting Documentation

  • Contracts and purchase agreements
  • Estimates, invoices and receipts
  • Proof of payment, e-transfer or banking records
  • Written warranties
  • Advertisements and website screenshots
  • Emails, text messages and letters
  • Photographs or videos
  • Delivery and tracking records
  • Cancellation or refund requests
  • Previous correspondence with the business
  • Any other document directly related to the complaint

Keep your originals. Unless specifically requested, submit copies rather than original documents.

Calgary Municipal Business Concerns

Certain concerns involving businesses operating within Calgary may fall under the jurisdiction of The City of Calgary. Calgary 311 provides access to municipal information and service requests. Municipal concerns may include business licensing, the operation of a business at a particular location, municipal bylaws or other City-regulated activities. Provide the business name, exact location, dates, times and a detailed description.

Alberta Consumer Complaints

Some complaints involving Calgary businesses fall under provincial rather than municipal jurisdiction. Alberta’s Consumer Investigations Unit may assess potential violations of consumer-protection and certain related legislation. Examples can include unfair business practices, misleading representations, prepaid contracting, direct selling, collection or employment agencies, gift cards, home inspections, certain credit businesses, payday lending, timeshares and other regulated consumer activities.

Suspected Unlicensed or Unfair Business Activity

  • Providing regulated services without an appropriate licence
  • Taking deposits without required licensing
  • Using incomplete or improper consumer contracts
  • Making misleading promises or using false advertising
  • Charging undisclosed or potentially improper fees
  • Taking money and failing to perform agreed work

What Happens After a Provincial Consumer Complaint?

A complaint is not automatically an investigation. The responsible authority may assess jurisdiction, available evidence, previous complaint history, the number of consumers potentially affected and the circumstances of those affected. Outcomes can include no further action, information or guidance, referral to another organization, an advisory communication, formal investigation or enforcement action where legally warranted.

What the Complaint Process Does Not Guarantee

  • A refund or cancellation of a contract
  • Recovery of financial losses
  • Compensation or damages
  • Suspension or cancellation of a business licence
  • Criminal charges
  • A finding that the business violated the law
  • A particular outcome or resolution within a particular period

Complaints Involving Money Owed

If your primary objective is to recover money, a regulatory complaint may not recover those funds for you. Depending on the circumstances, a separate civil remedy may be necessary. Keep all contracts, receipts, correspondence and evidence relating to your financial loss and consider independent legal advice regarding limitation periods and available remedies.

Fraud or Criminal Activity

Call 911 for an emergency or immediate threat to public safety. If you believe you have been the victim of fraud, theft, forgery or another criminal offence, consider reporting the matter to the appropriate police service. Consumer, licensing or civil remedies may also exist separately.

Complaints About Regulated Professionals

Some businesses and professionals are regulated by specialized provincial organizations or professional bodies. Examples may include real-estate professionals, lawyers, accountants, health professionals, insurance professionals, regulated trades, financial-service providers and motor-vehicle businesses. Where another regulator has jurisdiction, the complaint may need to be submitted directly to that organization.

Anonymous Reports

There is an important difference between an anonymous tip and a formal complaint. A formal complaint generally requires sufficient complainant information so the matter can be assessed and additional evidence can be requested. Anonymous information may help identify patterns of potentially unlawful conduct but does not guarantee an investigation or individual resolution.

Complaints Must Be Truthful

  • Do not deliberately provide false information.
  • Do not alter documents or fabricate evidence.
  • Do not impersonate another person.
  • Do not knowingly make false allegations.
  • If uncertain about a fact, identify it as a belief or suspicion rather than an established fact.

Privacy and Personal Information

Only provide information relevant to the complaint. Review documents for unnecessary sensitive information. Unless specifically required, avoid submitting full payment-card numbers, online banking credentials, passwords, PINs, security codes, unrelated identification documents or confidential information belonging to others. Never provide passwords or online banking credentials as evidence.

Business Response and Procedural Fairness

A complaint is an allegation until the relevant facts have been assessed. Where appropriate, a business may be given an opportunity to respond, provide records or explain the circumstances. The existence of a complaint should not be represented as proof of wrongdoing.

Where to Report a Concern

City of Calgary — 311

Within Calgary: 311
Outside Calgary: 403-268-CITY (2489)
For municipal services, City-regulated activities and potential municipal business-licensing concerns.

Service Alberta and Red Tape Reduction — Consumer Contact Centre

Toll-free: 1-877-427-4088
Edmonton/local: 780-427-4088
For consumer-protection questions and information about Alberta’s provincial complaint process.

Before You Submit — Complaint Checklist

  • Identify the correct business and its location.
  • Explain what happened in chronological order and include relevant dates.
  • State the amount of money involved and what was represented or promised.
  • Explain why you believe there is a problem and your attempts to resolve it.
  • Include relevant contracts, receipts, correspondence, photographs or screenshots.
  • Remove unnecessary sensitive information.
  • Keep copies of everything submitted.
  • Confirm that the information is accurate to the best of your knowledge.

Help Protect Calgary’s Marketplace

Responsible businesses are an important part of Calgary’s economy. A fair complaint process helps protect consumers while ensuring businesses are not treated as having committed wrongdoing merely because an allegation has been made. Provide facts, dates, documents and specific details so the appropriate authority can determine whether education, referral, licensing review, investigation or enforcement is appropriate.

Report responsibly. Provide the facts. Keep your documentation.

General informational guide — Calgary, Alberta. This document is not legal advice.