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            Complaints and Appeals - Register a complaint, comment or compliment

            The Canadian Food Inspection Agency (CFIA) is committed to excellence in our processes and practices.  We strive for continuous improvement in dealing with our regulated parties and stakeholders.  We are committed to providing quality service that is consistent, professional, timely and fair, based on the Agency's Statement of Rights and Service for Producers, Consumers and Other Stakeholders.

            The CFIA has a complaints and appeals process that allows stakeholders to register a complaint, comment, or compliment related to quality of service, administrative errors and regulatory decisions.

            Stakeholders can make a complaint if they are not satisfied with the service provided by the CFIA.

            Note

            This page is not for submitting a food safety or labelling concern. If you believe a food product is a health and safety risk, or you have other questions, please refer to the Contact Us page.

            Who can submit a complaint or appeal?

            Anyone can submit a complaint or appeal to the CFIA, however, your complaint or appeal must fall within the CAO's mandate:

            How to register a complaint

            The CFIA uses an incremental process to manage complaints and appeals. To make a complaint or appeal, follow these steps:

            There is no fee to make a complaint.

            Step 1 – Speak to the CFIA employee or employee's manager first

            Try to resolve your concerns with the CFIA employee with whom you have been dealing.  If you still disagree with the manner in which your concerns are being addressed, speak with the employee's supervisor (at the manager or director level).

            If you are still not satisfied, you can file a complaint.

            Step 2 – File a complaint

            Submit a formal complaint to the CAO by completing the Complaints section of the Complaints, Comments and Compliments form and attach any supporting documents that you think may be helpful to us when reviewing your complaint (correspondence, pictures, certificates, etc.).

            Complaints should be made within 12 months of the incident or CFIA decision on which the complaint is focused.

            The CAO does not normally accept complaints about issues that occurred more than one year prior to the incident unless there are special circumstances associated with the matter. For instance, if new information has come to light or there has been a further development, the CAO will then consider reviewing the matter.

            Comments and compliments

            We would also like to receive your feedback, suggestions or ideas about our service or how to improve our service.  This could include letting us know when you believe CFIA staff have provided a good service. Your feedback helps us identify areas where we can improve our programs and services.

            You can submit your feedback by completing the Comments and Compliments section of the Complaints, Complaints, Comments and Compliments form.

            Time required to process your complaint or appeal

            The CFIA takes your feedback very seriously. When we receive your completed form, we will contact you by phone or email to provide a file number and inform you about the process. The CAO has put in place service standards to ensure your submission is processed as efficiently and effectively as possible. The CAO aims to:

            You can send your complaint, comment or compliment by email, fax, or mail.  Please refer to the contact information provided below.

            See CAO service standards  and Complaints Process for more information.

            Privacy of your information

            The Canadian Food Inspection Agency (CFIA) is committed to protecting the privacy rights of individuals, including safeguarding the confidentiality of information provided by individuals and institutions.

            Submit online

            Access the form "Complaints, Comments and Compliments" form (CFIA/ACIA 5686)

            Contact the Complaints and Appeals Office for help

            By phone

            Phone lines are open from 8 a.m. to 8 p.m. Eastern Time,
            Monday to Friday.

            Toll-free: 1-800-442-2342
            Local: 613-773-2342
            TTY: 1-800-465-7735

            By mail

            Canadian Food Inspection Agency
            c/o Complaints and Appeals Office
            59 Camelot Dr., 59-1W-334
            Ottawa, Ontario
            K1A 0Y9

            By fax

            Toll-free: 1-855-297-4198
            Local:  613-773-6561

            By email

            More information

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