Régie du bâtiment du Québec.

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Complaint concerning a dispute regarding the services performed by your building contractor

Before you begin

By filing a complaint against your contractor, you allow the Régie du Bâtiment du Québec (RBQ) to document his file. These facts will be entered into the contractor's file and taken into consideration during our professional assessment and qualification process.

If you are in conflict with your contractor, you can take legal measures. The RBQ is not a court and therefore has no power to resolve your conflict.

The RBQ is not a court and therefore has no power to resolve your conflict.

You may consult an expert, such as a building inspector, an architect, an engineer or a technologist, to find out whether the work was performed according to standard practices. The report may be added as evidence during your legal proceedings.

Before filing a complaint

Before filing a complaint with the RBQ, you must answer yes to the following 3 questions to ensure the complaint can be handled.

Did the contractor you hired have a licence?

Yes, my contractor had a licence.

To file a complaint against a contractor, he absolutely must have held the appropriate licence when the contract was signed or during the work he performed for you. To find out if this is the case, consult the RBQ Licence Holders Registry [Fr]This link open an external website of the Régie du bâtiment du Québec in a new window.. If your contractor does not appear in the Registry, contact us.

Important: You can alert the RBQ that the contractor is performing unlicensed work.

No, my contractor did not have a licence during the work.

Your complaint is inadmissible. However, you can resort to one of the proceedings of the Quebec legal system, such as the Small Claims DivisionThis link open an external website of the Régie du bâtiment du Québec in a new window. of the Court of Quebec.

Do you have a contract?

Yes, I have a contract.

To file a complaint, you must have a contract or another document in hand, establishing a relationship between you and the contractor. It may take different forms, but it must allow the RBQ to identify the contractor clearly (email, bid, proof of payment, etc.).

No, I do not have a contract.

If you have no contract or document establishing a relationship between you and the contractor, your complaint is not admissible. However, you can resort to one of the proceedings of the Quebec legal system, such as the Small Claims DivisionThis link open an external website of the Régie du bâtiment du Québec in a new window. of the Court of Quebec.

Have you sent your contractor a demand letter?

For a complaint concerning a new house or condo

For a complaint concerning a new house or condo, refer to the Guarantee Plan for New Residential BuildingsThis link open an external website of the Régie du bâtiment du Québec in a new window. or your Plan ManagerThis link open an external website of the Régie du bâtiment du Québec in a new window..

Yes, I have sent my contractor a demand letter.

If you have sent your contractor demand letter, if your contractor has a licence and if you have a contract in hand, you may file a complaint with the RBQ.

No, I have not yet sent my contractor a demand letter.

If you have already attempted to agree with your contractor and you have not reached an agreement, you must send a demand letterThis link open an external website of the Régie du bâtiment du Québec in a new window.. After this, you may file a complaint with the RBQ, because it must receive a copy of your demand letter to handle the complaint.

File a complaint

Reminder: So that we can handle your complaint:

  • your contractor must hold a licence
  • you must have a contract in hand
  • you must have sent your contractor a demand letter

Complete the form

Processing your complaint

We receive a high volume of complaints daily. Please be assured your complaint will be handled as soon as possible. You will receive an acknowledgement of receipt as soon as analysis of your file begins.

For a precise knowledge of the RBQ's commitments, we invite you to consult the Declaration of services to the public.

Thank you for your understanding.

When we have received your complaint, we will send you, by email or by regular mail, an acknowledgement of receipt and the docket number linked to your complaint. We will then ask you to send us the following documents, indicating the docket number:

  • a copy of your demand letter with proof of posting and of delivery
  • your contract documents
  • any other relevant document for your complaint.

Please note that we cannot send back the documents that you sent us no matter what the format is (paper, USB key, etc.). If you wish to keep the originals for your files, make sure to send us copies.

If your complaint is admissible, here is what the RBQ can do.

Write to your contractor

If applicable, the RBQ could write to your contractor to inform him that a complaint has been deposited in his file and that he must resolve the conflict.

The RBQ could also ask your contractor to send you a letter (with a certified copy sent to the RBQ), within a reasonable time frame, setting out the contractor’s position and the measures the contractor intends to take.

Any failure to comply by the contractor will be recorded in the contractor’s file and may be considered as part of the RBQ’s professional assessment and qualification process. You may add this fact as evidence in your legal proceedings.

Monitoring the developments

The RBQ will monitor the developments in the case. If no agreement is reached, you will have to address the Québec court system, as the RBQ is not a court and thus has no power to resolve your conflict.

If you obtain a favourable judgement after your legal proceedings and your contractor did hold a licence, you could be eligible to file a claim against the licence security.

Attention! The RBQ does not conduct inspections.

RBQ inspectors will not visit your property to check the quality of the work.

However, in some special circumstances and if the work is covered by the Québec Construction Code (e.g. electricity, gas, elevators), an RBQ inspector could visit the property. If applicable, the inspector then could prescribe the measures required to bring the work into compliance with the regulations.

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