Conflict OS · Level 0

Resolution Centre

Court is the last option, not the first. Before litigating, exhaust your options — complaint, escalation, ombudsman, mediation, settlement. Every step documented here becomes admissible evidence if the matter needs to go further.

The 9 steps — from incident to informed recourse

Step 1Report the incident
Capture who, what, where, when, why — with documents, photos, audio, and video.
Step 2Log every interaction
Record each exchange so the chronology builds itself.
Step 3Centralize communications
Email, SMS, letters, and calls — kept in one place.
Step 4Send a claim or complaint
Generate a refund, correction, payment, or complaint request.
Step 5Escalate internally
Move up the ladder: customer service → supervisor → management.
Step 6Contact an ombudsman
Refer the dispute to the relevant ombudsman or regulator.
Step 7Propose mediation
Offer neutral mediation before litigating.
Step 8Negotiate a settlement
Make offers, counter-offers, and payment plans; reach an agreement.
Step 9Assess your options
Weigh costs, risks, delays, and odds before going to court.
If resolution fails, everything documented here feeds Evidence Intelligence and the Timeline Engine for litigation.

Conflict OS

Resolution pathways

Before going to court: how to resolve each kind of dispute — complaint, escalation, ombudsman, mediation. Every documented step becomes admissible evidence.

Bank / financial institution5 steps

1. Direct complaintrequired
Written complaint to your branch. Keep a copy and proof of sending.
Suggested wait before escalating: 14 days
2. Internal escalationrequired
Escalate to the institution's senior level.
Customer Care · Office of the President · Bureau de la protection des renseignements personnels
Suggested wait before escalating: 56 days
3. External ombudsmanrequired
File with the bank's external complaints body.
ADR Chambers Banking Ombuds Office (ADRBO) · Ombudsman des services bancaires et d'investissement (OSBI)
Suggested wait before escalating: 90 days
4. Regulator
File with the competent regulator.
Agence de la consommation en matière financière du Canada (ACFC/FCAC) · Autorité des marchés financiers (AMF) · Commissariat à la protection de la vie privée
Suggested wait before escalating: 30 days
5. Litigation readiness
Final check: complaint sent, follow-up done, escalations exhausted, waiting periods expired, evidence preserved.

Housing / landlord4 steps

1. Direct complaintrequired
Written complaint to your landlord (in writing). Keep a copy and proof of sending.
Suggested wait before escalating: 10 days
2. Formal demand letterrequired
Formal demand letter (arts. 1594-1595 C.C.Q.): state the remedy, set a clear deadline, announce the recourse.
Suggested wait before escalating: 10 days
3. Conciliation
The TAL offers free conciliation before the hearing.
Tribunal administratif du logement — service de conciliation
4. Litigation readiness
Final check: complaint sent, follow-up done, escalations exhausted, waiting periods expired, evidence preserved.

Employment / labour5 steps

1. Internal complaint (HR)required
Written complaint to HR or management. Union members: also report to your union representative.
Ressources humaines / HR · Représentant syndical / Union rep (si applicable)
Suggested wait before escalating: 14 days
2. Union grievance (if applicable)
File a formal grievance through your union if your collective agreement allows. Time limit is often 30–90 days.
Syndicat / Union · Arbitre de grief / Grievance arbitrator
Suggested wait before escalating: 30 days
3. CNESST / labour standardsrequired
File with the CNESST (standards, harassment, dismissal). Limit: 45 days for dismissal without just cause.
CNESST · Tribunal administratif du travail
Suggested wait before escalating: 45 days
4. Mediation
Mediation offered by the CNESST or the TAT before hearing.
5. Litigation readiness
Final check: complaint sent, follow-up done, escalations exhausted, waiting periods expired, evidence preserved.

Consumer4 steps

1. Direct complaintrequired
Written complaint to the merchant. Keep a copy and proof of sending.
Suggested wait before escalating: 10 days
2. Formal demand letterrequired
Formal demand letter (arts. 1594-1595 C.C.Q.): state the remedy, set a clear deadline, announce the recourse.
Suggested wait before escalating: 10 days
3. Consumer protection office
File with the OPC; ask for the small-claims kit if needed. SMBs: the OPC can also handle complaints from small businesses affected by unfair commercial practices.
Office de la protection du consommateur (OPC) · Bureau de la concurrence
Suggested wait before escalating: 30 days
4. Litigation readiness
Final check: complaint sent, follow-up done, escalations exhausted, waiting periods expired, evidence preserved.

Insurance4 steps

1. Direct complaintrequired
Written complaint to your insurer (complaints department). Keep a copy and proof of sending.
Suggested wait before escalating: 30 days
2. Insurance ombudsmanrequired
File with the industry complaints body.
OAP (assurance de dommages) · OLHI/OAP-vie (assurance de personnes)
Suggested wait before escalating: 60 days
3. AMF (regulator)
Transfer your complaint file to the AMF.
Autorité des marchés financiers (AMF)
Suggested wait before escalating: 30 days
4. Litigation readiness
Final check: complaint sent, follow-up done, escalations exhausted, waiting periods expired, evidence preserved.

Government / administration4 steps

1. Internal reviewrequired
Request internal review of the decision with the body.
Suggested wait before escalating: 30 days
2. Québec Ombudsmanrequired
Free complaint to the Protecteur du citoyen (or the relevant federal ombudsman).
Protecteur du citoyen · Ombudsman de Montréal
Suggested wait before escalating: 60 days
3. Administrative tribunal
Challenge before the competent administrative tribunal (TAQ…), before any judicial review.
Tribunal administratif du Québec (TAQ)
4. Litigation readiness
Final check: complaint sent, follow-up done, escalations exhausted, waiting periods expired, evidence preserved.

Professional discipline3 steps

1. Complaint to the syndicrequired
Complaint to the syndic of the professional order.
Syndic de l'ordre professionnel
Suggested wait before escalating: 90 days
2. Review committee
If the syndic declines to lodge a complaint, ask the review committee.
Comité de révision de l'ordre · Office des professions du Québec
Suggested wait before escalating: 30 days
3. Litigation readiness
Final check: complaint sent, follow-up done, escalations exhausted, waiting periods expired, evidence preserved.

Construction / renovation5 steps

1. Direct complaintrequired
Written complaint to the contractor. Keep a copy and proof of sending.
Suggested wait before escalating: 10 days
2. Formal demand letterrequired
Formal demand letter (arts. 1594-1595 C.C.Q.): state the remedy, set a clear deadline, announce the recourse.
Suggested wait before escalating: 10 days
3. Warranty / RBQrequired
Claim under the warranty plan (GCR for new builds) and complaint to the RBQ.
Garantie de construction résidentielle (GCR) · Régie du bâtiment du Québec (RBQ)
Suggested wait before escalating: 30 days
4. Mediation / arbitration
Mediation or arbitration under the warranty plan or contract.
5. Litigation readiness
Final check: complaint sent, follow-up done, escalations exhausted, waiting periods expired, evidence preserved.

Contract / business4 steps

1. Direct negotiationrequired
Documented attempt to settle amicably with the other party.
Suggested wait before escalating: 14 days
2. Formal demand letterrequired
Formal demand letter (arts. 1594-1595 C.C.Q.): state the remedy, set a clear deadline, announce the recourse.
Suggested wait before escalating: 10 days
3. Mediation
Private or court mediation — you must consider private dispute prevention (art. 1 C.C.P.).
4. Litigation readiness
Final check: complaint sent, follow-up done, escalations exhausted, waiting periods expired, evidence preserved.

Family4 steps

1. Discussion / parenting planrequired
Attempt a direct, written agreement (parenting plan, division).
2. Family mediationrequired
Subsidized family mediation (free hours with children) — must be considered before court.
Médiateur familial accrédité · Séance d'information sur la parentalité (obligatoire)
Suggested wait before escalating: 30 days
3. Draft settlement
Draft the settlement to be homologated.
4. Litigation readiness
Final check: complaint sent, follow-up done, escalations exhausted, waiting periods expired, evidence preserved.

Other dispute4 steps

1. Direct complaintrequired
Written complaint to the opposing party (in writing). Keep a copy and proof of sending.
Suggested wait before escalating: 10 days
2. Formal demand letterrequired
Formal demand letter (arts. 1594-1595 C.C.Q.): state the remedy, set a clear deadline, announce the recourse.
Suggested wait before escalating: 10 days
3. Mediation
Consider mediation — the C.C.P. requires considering private modes before court.
4. Litigation readiness
Final check: complaint sent, follow-up done, escalations exhausted, waiting periods expired, evidence preserved.

Conflict OS

Settle or litigate?

Weigh a settlement offer against the cost, delay, and uncertainty of trial. A planning tool — not legal advice or a prediction.

Amount claimed

$25,000

Settlement offer

$12,000

Estimated litigation cost

$8,000

Estimated delay (months)

$12

Your confidence

50%

Net if you win(claim − cost)$17,000

Expected value of litigating(confidence × claim − cost)$4,500

Net by settling now$12,000

Break-even confidence(to beat the offer)80%

Delay avoided by settling12 months

The offer beats the expected value of litigating at this confidence level.

Estimates for planning only. Juge.ca provides legal information, not legal advice, and guarantees no outcome.

Key principles

Why exhaust your options first?

Art. 1 C.C.P. — The Code of Civil Procedure requires parties to consider private dispute prevention and resolution processes before turning to the courts.
Evidence — Every documented step (complaint sent, reply received, refusal) is admissible evidence of your good faith.
Cost — Settlement avoids court fees, delays, and the uncertainty of trial.
Speed — Most disputes resolve in a few weeks vs. 1–3 years for court proceedings.
Control — You keep control over the outcome instead of delegating it to a judge.

Document the incident →

Start with the facts — then open a case file to centralize everything.

See the full lifecycle →Open my workspace →

Juge.ca provides general legal information, not legal advice. Every situation is different. Consult a legal professional for your situation.