Sandra Zisckind, Lawyer, Managing Partner

Sandra Zisckind practices exclusively in the area of Plaintiff Personal Injury Litigation. Sandra received her Bachelor of Arts degree from York University where she specialized in Political Science. Learn more

Mar 24, 2021 | See all posts

Understanding Ontario’s Door-to-Door Sales Ban: What You Need To Know

On April 13, 2017, Ontario’s Bill 59 (Putting Consumers First Act) received royal assent and became law. This law banned door-to-door sales and home service contracts, making it the second such piece of legislation in Canada, next to Alberta’s.

Effective March 1, 2018, the provincial ban was officially implemented, representing a significant legislative measure aimed at consumer safety and security. Its primary purpose was to protect consumers from potential exploitation and unfair sales practices. This new law has been pivotal in enhancing consumer rights and promoting fair business practices within the province.

In this overview, we’ll explore the rationale behind the ban, its implications for businesses and consumers, and the broader consumer protection objectives within Ontario’s regulatory framework. By understanding the motivations and intended outcomes of the door-to-door sales ban, we gain insight into the province’s commitment to fostering a fair and transparent marketplace.

History of Door-to-Door Sales in Ontario

The practice of door-to-door selling in Ontario has a rich history that dates back several decades. It has played a considerable role in connecting businesses with consumers at their doorstep. Over the years, this approach has evolved, adapting to changing consumer behaviour and technological advancements, shaping the province’s commercial landscape.

The history of door-to-door sales practices

With almost 1.5 million sellers and over 14 million consumers, Canada’s direct selling industry is a dynamic segment of the country’s economy. Despite the current ban on door-to-door sales, the practice formed a significant part of this dynamic for decades. 

The door-to-door sales model started in the US in the 20th century but grew immensely popular in North America, including Ontario and the rest of Canada. During the 1950s and 1960s, households often encountered door-to-door salespeople who regularly visited, dressed in suits, and carried cases filled with various products. 

The salespeople targeted stay-at-home moms on weekdays when their husbands were at work. Products and services were also catered to homemakers, making them appealing purchases. 

While door-to-door salespeople mainly sold household cleaning brushes and personal care products, they also marketed encyclopedias, banking on the value of education. But with technological advancements and the rise of the internet, door-to-door sales have significantly disappeared, giving way to online shopping and brick-and-mortar stores. 

In 2012, Encyclopedia Britannica announced it was transitioning to a digital format due to rising competition from free reference sites, such as Wikipedia. The era of the door-to-door salesman has significantly evolved since then, with modern shopping options transforming the sales landscape.

Common consumer complaints and issues

Door-to-door sales practices offer advantages to companies seeking direct engagement with potential customers. However, this tactic has also proven to be burdensome to consumers due to the following factors:

• Aggressive sales tactics. Some door-to-door salespeople use aggressive and high-pressure tactics to convince consumers to make immediate purchases. They may employ manipulative strategies, creating a sense of urgency or fear of missing out, leading to impulsive and regrettable decisions.
• Misrepresentation of products/services. Instances of misrepresenting products or services are not uncommon. Sales representatives may exaggerate the benefits, features, or savings associated with their offerings, providing consumers with misleading information, thereby creating dissatisfaction after purchase.
• Lack of transparency. Some salespeople may not provide clear and complete information about the terms and conditions of the sale, return policies, or additional fees. This lack of transparency can result in unexpected charges or difficulties in returning products.
• Targeting vulnerable populations. Elderly family members and other vulnerable individuals are sometimes targeted by unscrupulous salespeople who exploit their trust or lack of familiarity with modern sales practices. This can lead to financial exploitation and consumer harm, especially during strategic seasons like fall, when people check their home equipment ahead of the cold winter months.
• Violation of consumer protection regulations. Sales representatives may overlook or disregard the regulations set forth by Ontario’s CPA. This includes not providing consumers with a copy of the contract or neglecting other consumer rights. Another potential violation is not honouring the cooling-off period, a ten-day allowance for consumers to cancel a contract for a restricted product or service for any reason.
• Violation of privacy. Some consumers find door-to-door sales visits intrusive and disruptive to their daily routines. Despite their disinterest, salespeople may persist, leading to uncomfortable encounters, such as being followed to nearby places, like public parks or neighbourhood diners.
• Difficulty in resolving disputes. When issues arise, resolving complaints can be challenging. Some salespeople may withhold contact information, making it hard for consumers to seek redress or request refunds for unsatisfactory purchases.

Legal Background and Implementation of the Ban

According to data from the Ministry of Government and Consumer Services, door-to-door sales of heating, air, and water treatment devices generated 7,058 complaints, incidents, and inquiries within the last three years before the ban was implemented in 2018.

Prompted by complaints from constituents, the initiative to introduce the private member’s bill came in 2016. After the ban was approved, authorities implemented measures to ensure compliance and to effectively enforce the new rules. 

The scope and exceptions

Ontario prohibits suppliers from soliciting or concluding direct agreements at a consumer’s home for a specific list of goods and services. In this context, a consumer is a person dealing with the salesman as a member of the household and not as a business. 

A direct agreement is a consumer agreement concluded away from the supplier’s place of permanent (office or store) or temporary (trade fair, exhibit, etc) business. Leaving marketing materials at a consumer’s doorstep or any other spot prescribed, without the supplier attempting contact, is not considered solicitation unless they contain misleading or unacceptable representations.

Ontario’s door-to-door sales ban covers furnaces, air purifiers, air conditioners, air cleaners, water heaters, duct cleaning services, and other products or services created for similar purposes. However, there are exceptions. If a consumer initiates contact or if the supplier solicits business through a means other than a home visit, then they’re allowed to conclude the business transaction.

Cooling off period and contravention

Suppose a consumer contacts a supplier and signs a direct agreement for a restricted good or service. In that case, they can terminate the door-to-door contract for any reason without penalty within a 10-day cooling-off period. This time frame begins when they receive a hard copy of the agreement. Any penalties charged to the consumer due to voiding the contract within the cooling-off time frame must be reimbursed by the supplier.

If a consumer enters into a contract for a prohibited good or service with a door-to-door salesman, the contract will be considered void and unenforceable. The same applies to agreements signed because of deceitful marketing materials left at the consumer’s home. In both scenarios, the consumer can keep the product or service without financial obligations to the supplier.

Additionally, violators of Ontario’s door-to-door sales ban may be warned or prosecuted by the Ministry of Government and Consumer Services: Consumer Protection Branch.

Exemptions and rationales

Despite Ontario’s ban on door-to-door sales, the industry still holds a global annual sales revenue of $180.5 billion. While the provincial law prohibits selling certain products and services through this route, there are exemptions, including:

• Telecoms. Door-to-door sales of telecom services, such as internet, phone, and cable, fall under the federal government’s jurisdiction. Since these services are regulated nationally, they aren’t covered by the provincial ban.
• Charity reach-outs. Charities that visit homes for fundraising or awareness purposes are exempt from the ban. These organizations are presumed to engage in non-commercial activities, and the legislation doesn’t apply to them, as they’re not selling goods or services.
• Home maintenance. While the ban covers most heating, air, and water services, it may not encompass all home-maintenance services. The legislation could theoretically include such services, but the focus was primarily on areas where many complaints were received.

Fines and penalties

Ontario’s door-to-door sales ban imposes significant fines and penalties to deter violators and ensure consumer protection. For the first offence, the maximum fine is $500 for individuals and $5,000 for corporations. These amounts double for the second offence for all violators. In the case of a third offence, the fine is up to $2,000 for individuals and $25,000 for corporations.

The penalties underscore the province’s commitment to safeguarding consumers from aggressive and deceptive sales tactics. Enforcement authorities actively monitor and investigate potential violations to maintain the integrity of the ban and reinforce consumer rights in door-to-door transactions.

The Delicate Balance Between Consumer Rights and Business Practices

Ontario’s door-to-door sales ban represents a delicate balance between safeguarding consumer rights and protecting business interests. The legislation was enacted to address numerous complaints and reports of deceptive and coercive sales tactics used by some door-to-door salespeople, which left vulnerable consumers exploited and dissatisfied. 

By imposing restrictions on unsolicited sales at people’s doorsteps, the government sought to enhance consumer protection and restore confidence in the marketplace. On the one hand, the ban demonstrates a solid commitment to upholding consumer rights and privacy. It empowers individuals by shielding them from high-pressure sales tactics and misleading information. 

By providing a 10-day cooling-off period for consumers to cancel contracts without penalty and voiding agreements resulting from door-to-door sales approaches, the legislation offers crucial safeguards to protect consumers’ interests.

On the other hand, the ban considers the interests of businesses and industries impacted by the legislation. The exceptions for telecom services, charitable organizations, and some home-maintenance services were carefully considered to strike a balance that allows legitimate business activities to continue without unnecessary hindrance. 

By not applying the ban universally to all sectors, the government recognizes the need to maintain a fair and competitive business environment.

The delicate balance lies in ensuring consumer protection without stifling legitimate business practices. The ban seeks to foster a marketplace where businesses can thrive by offering quality products and services through ethical sales methods. It encourages companies to explore alternative marketing strategies while upholding the spirit of the law.

Ontario’s Door-to-Door Sales Ban in 2023

Ontario’s door-to-door sales ban has reached its fifth anniversary, but many homeowners are still anxious and stressed over exorbitant rental contracts and surprise liens on their properties. The Ministry handling door-to-door sales ban started a review of the Consumer Protection Act (CPA) early this year to determine whether newer and stronger consumer safeguards are necessary. 

The Ministry is acting on reports about the continued attempts of unscrupulous companies to prey on consumers in violation of the ban. These cases mainly involve homeowners feeling deceived into signing pricey, long-term contracts before the ban’s 2018 implementation. 

Despite the ban, consumer complaints are still being filed every day. As of March 2022, the CEO of Ontario Green Savings, a company claiming to be a leading smart home rental service provider in Ontario, faces over 113 charges related to door-to-door sales.

While the ban prohibits door-to-door sales of certain products, violators can still conduct home visits, promoting items not covered by the law, such as thermostats, smoke detectors, or even home fitness gym equipment. Also alarming is the convenient process of placing liens on homes in the province. Some salesmen violate the ban by requesting appointments or posting internet ads that offer free home inspections.

Regulators must stay vigilant and adapt to the evolving landscape of sales practices. Striking a balance between consumer protection and legitimate business interests remains a priority. The government’s responsiveness to consumer concerns and its commitment to seeking public input demonstrate an ongoing dedication to effectively addressing issues related to door-to-door sales.

As the review of the CPA continues, stakeholders must engage constructively to ensure that any proposed changes to the existing regulations effectively safeguard consumers’ interests and promote fair business practices.

What You Can Do as a Consumer 

The Ombudsman of Ontario reported a total of 25,161 complaints and inquiries from aggrieved consumers from April 2021 to March 2022. When you encounter door-to-door sales in Ontario, you must know your rights and legal options. 

The province’s door-to-door sales ban has not deterred some businesses from engaging homeowners with their scams, but you can protect yourself with the following steps:

Stay informed and watch out for red flags

Educate yourself about the door-to-door sales ban and familiarize yourself with your rights under Ontario’s CPA. Understanding the law will help you recognize any violations and take appropriate action. 

Even if you initiated contact, it’s wise to research the background of any company you transact with. If you can’t find any information online, or you find information that appears unprofessional, incomplete, or riddled with errors, then that’s a red flag. A major one is a salesman asking to be paid only in cash or promising a free home renovation.

Ontario has witnessed different kinds of door-to-door sales scams that victimize innocent consumers. The provincial government’s Serious Fraud Office (SFO) has warned about a scheme that traps homeowners with bad renovations, liens, or even a mortgage.

The swindlers “visit” homes or call people, convincing them of a fabricated need to buy an appliance, hire a home service, or sign a contract. As soon as the equipment is installed or the service is performed, someone calls them, offering help with a binding agreement, consolidating debts, or obtaining a grant.

Those offered a “grant” will soon receive a phone call or email from a home renovation company, persuading them to sign a contract and talk to a financing firm. The unsuspecting homeowner thinks the process is related to obtaining a grant, but they’re actually blindly applying for a mortgage. 

Sometimes, a door-to-door scammer will tell a homeowner they won a class-action lawsuit related to equipment installation, but that they’re not to touch the money. They may even pose as financing companies willing to help with tax payments. In any case, the funds are usually transferred to the victim’s bank account and packaged as a grant, court award, or tax loan. 

The property owner is then instructed to refrain from spending the money because it is intended to pay for renovations and the installed device. If the money is disguised as a tax loan, the scammer will manipulate the homeowner into spending it on home improvements, qualifying them for tax breaks, such as energy-saving windows or appliances. 

To protect yourself against these fraudsters, here are tips offered by the SFO:

• Always check in on loved ones who may be vulnerable to scams.
• Only answer the door if you’re expecting someone.
• Provide safety instructions to everyone in the household, including children.
• Don’t entertain unsolicited calls or emails. 
• Never share personal information with someone you can’t fully trust or sign documents you don’t understand. 
• Avoid making instant decisions.
• Check your credit history online and your property on the Land Registry Ontario website.

Verify identification

Before engaging in any discussions or transactions with door-to-door salespeople, request proper identification and verify the legitimacy of the company they represent. Legitimate sellers will provide identification and give you the time and space to make informed decisions.

Avoid hasty decisions

Never feel pressured to make quick decisions during a door-to-door sales pitch. Legitimate salespeople will respect your right to evaluate the offer, especially when related to sensitive products, like child safety home equipment.

Review the contract

If you sign a contract, carefully review all terms and conditions before finalizing the deal. If there are any discrepancies or misleading information, you can take steps to rectify the situation. When buying home repair services, ensure you get a warranty, as it can protect you against poor quality work and accidents or injuries.

Five Scenarios That May Require the Help of a Consumer Lawyer

Consulting an experienced consumer protection lawyer can help you understand your rights and the remedies you may have. Here are five scenarios where hiring a consumer lawyer could be necessary: 

Misleading or deceptive sales practices

A consumer lawyer is essential when encountering misleading or deceptive sales tactics during a door-to-door transaction. For instance, suppose a salesperson provides false information about a product’s features, benefits, or pricing to coerce you into buying a product or service. A consumer lawyer can help you make them accountable by filing a complaint with relevant authorities, pursuing a refund, or seeking compensation for any personal injury or financial loss.

Breach of consumer protection laws

In cases where a door-to-door sales company fails to comply with Ontario’s CPA or other relevant regulations, you can hire a consumer lawyer to address the breach. This could include instances where your cooling-off period rights are violated, contractual terms are unfair or hidden, or the sales company failed to provide proper disclosure or abide by cancellation policies.

Aggressive and unethical sales tactics

Suppose a door-to-door salesperson resorts to high-pressure sales tactics, using aggressive or manipulative methods to convince you to sign an agreement. In this case, a consumer lawyer can step in to protect your rights. The lawyer can challenge the contract’s validity, demand cancellation, or negotiate with the company on your behalf to avoid any negative consequences.

Disputes and contractual issues

Sometimes, door-to-door sales agreements may lead to disputes between you and the sales company. This could be due to misunderstandings, disagreements about product quality, or breach of contract. A consumer lawyer can mediate the dispute, negotiate a resolution, or represent you in court, making sure that your interests are protected.

Unscrupulous business practices and scams

Suppose a door-to-door salesperson is engaging in fraudulent activities, such as posing as a representative of a reputable company, or selling fake or non-existent products. In this case, a consumer lawyer can take legal action against the fraudulent business. They can help you recover losses, report the scam to appropriate authorities, and seek compensation for the loss caused by deceptive practices.

If you find yourself in any of the above scenarios, hiring a consumer lawyer may be crucial to protect your rights, seek appropriate remedies, and ensure fair treatment under the law. With their expertise and knowledge of consumer protection regulations, consumer lawyers play a vital role in helping you navigate the complex issue of door-to-door sales and achieve just resolutions.

Did you know?

The world’s first door-to-door salesman is believed to be Canadian-born American businessman, Alfred C. Fuller. Also known as the “Fuller Brush man,” Fuller founded the Fuller Brush Company in Connecticut in 1906. He developed the company’s personal, commercial, and household care products and its iconic door-to-door sales model.

Know Your Consumer Rights Against Door-to-Door Sales Tactics in Ontario

Ontario’s ban on unsolicited door-to-door sales aims to foster a more secure and respectful environment for homeowners and occupants across the province. Additionally, the ban has compelled businesses to explore alternative marketing strategies and adapt their sales approaches to meet changing consumer preferences. 

While some enterprises might face initial challenges in adjusting to the new regulations, the shift ultimately encourages innovation, promotes more consumer-centric sales practices, and enhances the overall shopping experience. Overall, the prohibition on door-to-door sales is a significant step toward consumer protection and a fairer and more transparent marketplace in Ontario.

Contact Diamond and Diamond Lawyers to learn about your legal safeguards against Ontario’s door-to-door sales ban violators. Reach out to us, and we’ll help you take the first step toward consumer protection.