Step 1: write it down, today
Before anything official, send one clear written message — email is fine, keep a copy — that contains:
- What was agreed, with the date and the contract or quote attached.
- What has been paid, with dates and amounts.
- What is unfinished or defective, specifically.
- What you want: finish by a date, or refund a stated amount.
- A deadline for a reply, usually seven to fourteen days.
- A line saying what you will do if there is no reply.
This is not a formality. Every step after this one asks whether you tried to resolve it with the business first, and this email is the proof. Send it even if you are certain they will ignore it — especially then.
At the same time, photograph everything in its current state, with dates. Photographs of half-finished work age well as evidence.
Step 2: the Ministry complaint
Ontario’s Ministry of Public and Business Service Delivery and Procurement takes consumer complaints through its Consumer Services Operations Division. You can file online, by mail, or by email to consumer@ontario.ca.
What to expect:
| What it does | What it does not do |
|---|---|
| Contacts you within 15 business days | Award damages or compensation |
| May mediate between you and the business | Act on complaints older than two years |
| Educates both sides on consumer law | Handle business-to-business disputes |
| Investigates serious violations | Force a contractor to return and finish |
| Can issue compliance orders and add repeat offenders to the Consumer Beware List | Replace going to court |
It is free, it creates an official record, and for some contractors a letter from the Ministry is the thing that finally produces a phone call. It is worth doing in parallel with everything else, not instead of it.
Step 3: Small Claims Court
Ontario’s Small Claims Court now handles claims of $50,000 or less — raised from $35,000 on 1 October 2025. That covers the great majority of renovation disputes.
| Step | Detail |
|---|---|
| Filing fee | $108 for an infrequent claimant |
| Default judgment request | $94 |
| Setting a trial date | $308 |
| Serving the defendant | Within six months of filing |
| Defendant’s response | 20 days |
| If disputed | Settlement conference, then trial |
You do not need a lawyer in Small Claims Court, and many people represent themselves. A licensed paralegal is an option that costs far less than a lawyer.
The uncomfortable part: winning is not collecting. If the contractor has no assets or has folded the company, a judgment is a piece of paper. That is a real argument for acting early, while the business is still trading, rather than after it disappears.
Step 4: the other levers
- Your credit card. If you paid by card, ask the issuer about a chargeback. There are time limits and they are shorter than you think, so ask now rather than later.
- WSIB and ESA. If unlicensed electrical work was done or workers were uninsured, those authorities have their own processes and a contractor who fears them may become responsive.
- The municipality. If the work needed a permit and none was pulled, the building department needs to know — and the file matters for your own resale later. See building without a permit.
- Misrepresentation. If the work or price was described in a false or misleading way, Ontario law allows you up to one year to withdraw from the contract. That is a different and longer right than the 10-day cooling-off period.
- A lien on your title. If subtrades were not paid, a lien may appear against your property even though you paid the general contractor. That is a lawyer conversation, quickly. Our contract rights guide explains holdback.
What not to do
| Instinct | Why it backfires |
|---|---|
| Keep paying to keep them engaged | Increases your loss and weakens your position |
| Let another crew finish before documenting | Destroys the evidence of what was left undone |
| Argue only by phone | Leaves you with nothing to show anyone |
| Post it all publicly first | An honest factual review is fine; anything beyond that can invite a defamation claim and distract from your real remedy |
| Wait to see if they come back | The two-year limitation period runs whether you are hoping or not |
How to not be here again
Most of these cases trace back to the same three decisions: a deposit that was too large, a contract that was too vague, and payments that ran ahead of the work.
Ontario’s own guidance is no more than 10 percent down. A written contract is required for any work over $50. The final price cannot exceed a written estimate by more than 10 percent unless you signed a change. Those three rules, applied at the start, prevent most of what this page is about — they are covered in your rights on a renovation contract and how to check a contractor.
Frequently asked questions
Yes, which is why the Construction Act expects an owner to hold back a portion of the value of the work. If a lien appears on your title, speak to a construction lawyer promptly rather than waiting.
The Ministry can mediate, educate and investigate, and can address a refund of money already paid or cancellation of an agreement. It cannot award damages or compensation for consequential losses.
Document everything first, in photographs with dates, and get a written quote for completing the work. That quote is often the clearest measure of your loss if you end up in court.
Up to $50,000, raised from $35,000 on 1 October 2025. Filing costs $108 for an infrequent claimant, and you do not need a lawyer to bring a claim.
Generally two years from the incident under the Limitations Act. The Ministry also does not act on complaints older than two years, so waiting closes both doors at once.
Send a written demand with a deadline, file a complaint with Ontario’s Ministry of Public and Business Service Delivery and Procurement, and consider Small Claims Court for amounts up to $50,000. Act within two years of the incident.
Sources
- Government of Ontario, Filing a consumer complaint — ontario.ca, checked 18 September 2026
- Government of Ontario, Suing someone in Small Claims Court — ontario.ca, checked 18 September 2026
- Government of Ontario, Your rights when starting home renovations or repairs — ontario.ca, checked 18 September 2026
This guide summarises published Ontario processes on 18 September 2026. It is not legal advice. For a lien, a large loss or a contract already in dispute, talk to a lawyer or a licensed paralegal.
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