This probably comes as no surprise to Ontarians who have ordered marijuana from the Ontario Cannabis Store (OCS), but the province’s watchdog has logged more than 1,000 complaints since weed became legal for recreational use on Oct. 17.
Ontario Ombudsman Paul Dubé said in a news release today that most are from customers frustrated with delayed deliveries, billing problems and poor customer service.
"I have informed the OCS that we are seeing a high volume of complaints and we are monitoring their response to these issues," Dubé said. "We have assigned a team of staff to triage complaints and resolve them quickly wherever possible, and we are in regular contact with senior officials of the OCS."
Dubé said the Ombudsman’s office can provide feedback, but also flag trends in the types of complaints and “propose best practices to improve service.”
Beyond delivery delays and poor customer service, customers have complained about incorrect orders, orders cancelled without notice or and orders that couldn’t be cancelled.
Dubé said through discussions with his office, the OCS is working to resolve the issues identified. If issues aren’t resolved in a “timely manner,” the Ombudsman may launch a formal investigation.
The Ombudsman’s office is an arm’s-length body of the Ontario government tasked with investigating and resolving public complaints about government bodies, municipalities, universities and school boards.
Learn more or log a complaint by visiting Ombudsman.on.ca, by email to [email protected], or by phone, 1-800-263-1830.
