If you’ve bought something and it didn’t meet your expectations—maybe it was defective, didn’t work as promised, or wasn’t what you were told—you have the right to make a complaint. In New Brunswick, the Consumer Product Warranty and Liability Act (CPWALA) allows you to seek a remedy when a product does not meet reasonable expectations.
CPWALA applies to goods commonly used for personal, family, or household purposes. It covers:
Sales contracts
Service contracts
Leases
It applies to everyone in the supply chain:
Sellers
Retailers
Wholesalers
Manufacturers
It does not apply to private sales (like buying from someone who isn’t a regular seller).
Explain the issue clearly and calmly. Give the seller a chance to make it right. Many problems can be resolved quickly when you speak up early.
Be specific. Do you want a refund, a replacement, or a repair? Knowing what you want helps the seller understand how to help.
Save everything related to the purchase:
Receipts and invoices
Repair bills
Serial or model numbers
Photos of the product or damage
Notes from conversations with the seller
Copies of emails or letters
This information can help support your complaint if the issue isn’t resolved.
If the seller doesn’t respond or the issue continues, write a formal complaint. A written record shows you’re serious and helps document your efforts.
Use this complaint letter template to get started.
If the seller won’t help, you can:
Contact their head office or customer service department
File a complaint with the Financial and Consumer Services Commission
Take legal action through small claims court (for claims up to $20,000)
It’s frustrating when things go wrong, but staying respectful helps keep the conversation focused on solutions. Aggressive behaviour can make it harder to resolve the issue.
If you’re still not satisfied with the response received, you can submit a formal complaint with the Commission using the online Submit a Complaint service.
The Commission administers and enforces legislation in the mortgage brokers, payday lenders, real estate, securities, insurance, pensions, credit unions, trust and loan companies, collection agencies, cooperatives, and a wide range of other consumer legislation. If your complaint relates to an area outside of the Commission’s regulated areas, or if there is an organization that can provide additional support, we may refer you to the appropriate reporting agency or organization.