Contact Health Canada's Food & Drugs Act Liaison Office for concerns related to the administration of the Food & Drugs Act.

Health Canada has an office to help with concerns, complaints, or enquiries about how the Department administers the Food and Drugs Act. The Food & Drugs Act Liaison Office (FDALO) works to address issues between individuals, businesses, organizations and Health Canada related to the application of the Food and Drugs Act. The office receives complaints, concerns or enquiries about alleged acts, omissions, improprieties and broader systemic problems on matters pertaining to the Food and Drugs Act.

In response to concerns FDALO can offer options to the parties involved, facilitate communications, and examine issues impartially to help arrive at a mutually agreed upon resolution. Additionally, the office makes recommendations to Health Canada with the aim of improving the application of the Food and Drugs Act and preventing similar problems.

There are several situations in which FDALO can help. For example, a consumer has received a notice that the product they are importing was denied entry into Canada and that Health Canada would provide notification of the shipment's status by a certain date. Several weeks past that date, and the consumer has heard nothing from the Department.

FDALO can contact the appropriate regional representative of Health Canada and obtain information about the file, including the issues that were causing a delay. With this information, the consumer can then re-establish contact with the Department and also claim a re-imbursement from his credit card company.

As another example, a business owner is unhappy with the way he has been treated by a Health Canada inspector who requested that he stop selling a product based on a third-party complaint that the product posed a health risk. After investigating the issue, the inspector requested that the business owner remove the product from the market, and provide further information about it. The business owner felt the situation was poorly handled.

FDALO can work with both sides to clarify expectations and timeframes. As a result, the business owner feels that Health Canada has taken his concerns into consideration, while carrying out its mandate for ensuring public safety. The Inspector also appreciated the opportunity to work with the person to clarify the expectations and to mend the professional relationship.

Ultimately, the FDALO was created to increase openness and transparency between the Department and stakeholders. It works with individuals to resolve issues in a confidential, impartial manner utilizing conflict resolution specialists with the aim of ensuring public safety while addressing the concerns of businesses and individuals.  

For more information, contact the Food and Drugs Act Liaison Office at fdalo@hc-sc.gc.ca, or by phone at 1-866-339-4998, or visit the website at www.healthcanada.gc.ca/fdalo.

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