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How to make a complaint—Suppliers

When dealing with suppliers, BDC undertakes to use a competitive and fair procurement process. From time to time, a supplier may be unhappy with the procurement process or a decision made by BDC.

Please follow these 3 steps if you have a complaint or specific concern

This will help us address your issue rapidly and effectively. Most issues can generally be resolved at the Business Centre level.

Make sure to keep relevant documents and notes handy when contacting us.

Step 1
Discuss your situation in detail with the BDC procurement contact

Most matters can be settled right away in this manner.

Call 1-877-232-2269 or send an email to info@bdc.ca if you don’t have his or her contact details.

A service representative will direct your call or provide his or her contact details.

…if the issue is still unresolved, go to the next step.

Step 2
Contact the Vice President responsible for the procurement

If you have already gone through step 1 and the issue is still unresolved, you can discuss your concern with the Vice President responsible for the procurement.

Call 1-877-232-2269 or send an email to info@bdc.ca. A service representative will direct your call or provide the Vice President’s contact information.

…if the issue is still unresolved, go to the next step.

Step 3
Contact the Office of the Ombudsman

If you have gone through the first two steps and your issue is still unresolved, you can contact the Office of the Ombudsman.

They need to know:

  • the nature of the problem;
  • the name(s) of the person(s) already contacted;
  • the business centre or department at BDC you have been dealing with.
Office of the Ombudsman

Business Development Bank of Canada 5, Place Ville Marie, Suite 100 Montreal, Quebec H3B 5E7 Toll-free phone: 1-800-232-1150

BDC will:

  • Respond promptly and fairly to any complaint you may have within 10 business days;
  • Keep you informed on the development of the file in cases where additional time is needed to acquire all the pertinent information to respond fully to the complaint;
  • Keep you informed regarding the resolution of the complaint.

The Supplier Complaint Handling Process is without prejudice to the right of BDC to take the measures necessary to protect its interests. Should the supplier continue to believe it necessary, it may then, if applicable, avail itself of any next steps identified in the Agreement on Internal trade, Annex. 502.3.