Quebec Consumers Battled Defects and Fraud in 2025: What’s Next for Consumer Protection?
Quebec consumers faced a challenging year in 2025, grappling with premature appliance failures, problematic used cars, delivery issues, and a surge in fraudulent schemes. While the situation highlighted existing vulnerabilities, new measures aimed at bolstering consumer rights began to take effect, signaling a potential shift in the balance of power.
The Rise of Consumer Complaints: A Troubling Trend
“Year after year, we see an increase in complaints regarding defective goods, particularly appliances, electronics, and automobiles,” explains Alexandre Plourde, a lawyer and analyst at Option consommateurs. “Consumers are struggling to enforce their legal warranties, and many merchants exploit a lack of awareness.” The legal warranty in Quebec guarantees a product will function normally – free of hidden defects – for a “reasonable duration” based on its price. However, enforcement often proves difficult, with lengthy small claims court processes being the primary recourse.
Data from the Office de la protection du consommateur (OPC) confirms this trend. In 2025, 22% of complaints related to delivery, conformity, or conventional warranty issues. False representations followed closely at 19%, with legal warranty disputes accounting for 17% of all complaints. This indicates a systemic issue where consumers are frequently receiving goods that don’t meet expectations or are misled about their rights.
Automobiles and Appliances: Hotspots for Grievances
The automotive sector remains a significant source of consumer frustration. Used car complaints reached 5,396 in 2025, representing 17.6% of all cases handled by the OPC. New car complaints weren’t far behind, with 1,706 reported issues. This suggests a need for greater transparency and regulation within the used car market, potentially including mandatory pre-sale inspections and clearer disclosure of vehicle history.
Appliances also generated a substantial number of complaints (2,505), ranking as the second most reported category. Housing-related issues (1,901 complaints) and food-related concerns (1,502 complaints – a 46.7% increase year-over-year) rounded out the top five. The surge in food-related complaints, particularly regarding price accuracy, points to potential inflationary pressures and deceptive pricing practices.
The Growing Threat of Fraud
Fraudulent activities are on the rise, posing a significant threat to Quebec consumers. Scammers are increasingly impersonating representatives from financial institutions and other trusted organizations to trick individuals into revealing banking information or transferring funds. This highlights the need for increased public awareness campaigns and stronger anti-fraud measures.
While federal initiatives, like Finance Minister François-Philippe Champagne’s national anti-fraud strategy, are a step in the right direction, experts like Plourde argue they don’t go far enough. A key concern is the lack of accountability for financial institutions, which often bear the brunt of fraudulent transactions.
New Protections and Future Outlook
Despite the challenges, 2025 saw the implementation of several new consumer protection measures. Changes to tip calculation rules, requiring tips to be based on the pre-tax amount, were well-received. More significantly, the strengthened “availability guarantee” mandates that manufacturers and retailers clearly inform consumers about the availability of spare parts, maintenance, and repair services. However, this measure has faced criticism from retailers who argue it’s overly burdensome, and from environmental groups who believe it lacks teeth.
Looking ahead to 2026, the “guarantee of good working order” will come into effect, requiring manufacturers to repair defective new goods free of charge for a minimum period. This could significantly reduce the financial burden on consumers facing product failures. Additionally, Bill 10, aimed at regulating ticket resale and online subscription renewals, promises to address issues of scalping and unfair pricing.
The Rise of the “Right to Repair” Movement
The focus on product repairability isn’t limited to Quebec. Globally, the “right to repair” movement is gaining momentum, pushing for legislation that requires manufacturers to make parts, tools, and information readily available to consumers and independent repair shops. This trend is driven by concerns about planned obsolescence, e-waste, and the high cost of repairs. Expect to see similar legislation introduced in other provinces and countries in the coming years.
The Impact of AI and Automation on Consumer Rights
As AI and automation become more prevalent in customer service and sales, new challenges for consumer protection are emerging. Automated chatbots may provide inaccurate or misleading information, and algorithms could be used to manipulate consumers into making purchases they wouldn’t otherwise make. Regulators will need to adapt to these new technologies to ensure consumers are adequately protected.
Pro Tip: Document Everything!
Keep detailed records of all purchases, warranties, and communications with sellers. This documentation will be invaluable if you need to file a complaint or pursue legal action.
Did You Know?
Quebec’s legal warranty applies to all goods sold, regardless of whether the seller offers a conventional warranty. Don’t be misled into thinking you have no recourse if a product fails outside of the conventional warranty period.
FAQ: Consumer Rights in Quebec
- What is the legal warranty in Quebec? It guarantees a product will function normally and be free of hidden defects for a reasonable duration.
- What should I do if a product is defective? Contact the seller first. If they refuse to honor the warranty, consider filing a complaint with the OPC or pursuing legal action in small claims court.
- How can I protect myself from fraud? Be wary of unsolicited calls or emails asking for personal information. Never share your banking details with anyone you don’t trust.
- What is the “right to repair”? It’s a movement advocating for legislation that requires manufacturers to make parts and information available for product repairs.
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