Our policies and procedures guide our operations and help us meet our objectives effectively and efficiently. We use these policies to make sure that our approaches are consistent and all stakeholders are treated fairly. Our policies are approved by our Executive, meet legal requirements and adhere to our Administrative Agreement with the Ministry of Public Safety and Solicitor General.
This policy and procedures address how we handle complaints that come to us about our conduct from members of the public and our regulated businesses. This policy does not cover consumer complaints regarding business activity in the marketplace, our management of complaints made against suppliers, or requests for reconsideration of determinations.
Publishing licensing and enforcement actions
To meet our mandate of educating consumers, we may publish information about our actions or decisions.
Administrative penalties (fines)
Administrative monetary penalties are financial penalties that we impose for certain violations of the laws we oversee. These penalties may be given as part of our inspection or investigative processes.
Every contravention has a base penalty amount, based in part on the seriousness of the infraction. From the base amount, our decision makers then have the discretion to recommend a specific penalty amount within a certain range.
Read our calculating administrative monetary penalty policy and procedures (which includes the base penalty amounts).
Read our compliance inspection administrative penalty policy and procedures.
Read our investigation administrative penalty policy and procedures.
Reconsideration of determinations (appeals)
By law, when we make a determination (a formal decision or action), the business or individual has the right to request a reconsideration (an appeal). There is a fee for this process and whether the business or individual is licensed or not, the same amount will apply.
What’s the fee to request a reconsideration? For licensed and unlicensed businesses, the fee will be noted in the correspondence we send you about our determination. If you are one of our licensed businesses, you can also find the fee by selecting your industry and going to the Know your fees menu.
By law, we have the authority to set fees for the sectors we license and regulate. We also have obligations when it comes to fee setting.
Criminal record checks
By law, we have the authority to request and verify the existence of criminal convictions for anyone applying for a licence with us. This is done to make sure that licensed employees and senior officers, partners and proprietors of our regulated businesses do not have criminal records that are relevant to their work.
Licence submissions and renewals
We do not offer refunds for application fees and charges (including renewal applications and submissions), or contributions to funds, unless the incorrect payment occurred on our behalf or if a cash security needs to be returned to a licensee (after the prescribed waiting period).
This ensures that the costs we incur while processing transactions for applicants and licensees are recouped, even if the transaction is denied, cancelled or withdrawn. This policy ensures applicants and licensees are aware, so they can choose to act accordingly when submitting applications and submissions to be processed. It also allows for error by returning funds in certain situations.
Website searches for individual licensees
By law, all persons who engage in the designated activities of debt collection, bailiff, debt repayment, home inspection, funeral directing, and embalming must be licensed with us. Our website gives anyone the ability to search for our licensed businesses and individuals. This search feature performs a search on an individual’s name and displays certain information about them if the individual is currently licensed with us.
This policy outlines the rationale and what information is shared publicly about our licensed individuals.
Operating your business from a residential location
Applicants for a licence and existing licensees who want to operate their business from a residential location must follow a certain process and have specific obligations.
Responding to media requests
Using the Restricted Cougar movie trailers
Anyone who wants to use our Restricted Cougar digital movie trailers must first get approval.
Download the Restricted Cougar usage policy and application form.