Coronavirus – Administrator for claims filed with the CFCTA

Claims administrator

Page last updated: April 21, 2020

This page is for information purposes only and you should consult your professional adviser if you have any questions or are uncertain as to your rights or obligations.


Status of file as of April 21, 2020

Acknowledgment of receipt of a proof of claim

Following the filing of a proof of claim, an acknowledgment of receipt will be sent by email (or by regular mail when no email address is available), which will mention the claim identification number.

As a result of the order issued by the Québec government that all businesses must close until further notice, acknowledgements of receipt will be sent as early as possible, depending on the evolution of the situation.

This claim identification number will have to be referred to in each subsequent communication.

To avoid slowing down the claim file process and duplicates, we ask people not to resend their claim documents if they have been already transmitted.

Status of file as of March 24, 2020

COVID-19: The Office de la protection du consommateur appoints a claims administrator

The Office de la protection du consommateur announces that the firm PricewaterhouseCoopers Inc. has been appointed as the administrator for claims that may be filed with the Compensation Fund for Customers of Travel Agents in connection with the COVID-19 pandemic. This firm will also be managing the potential repercussions of this pandemic on customers of travel agents.

Travelers who purchased tourism services (transportation, accommodations, cruises, excursions, etc.) from a travel agent who holds a licence from Québec are covered by the Fund’s protection. In accordance with the conditions set forth by the Travel Agents Act and its attendant regulation, the Fund may reimburse tourism services that have been paid for but not received. It may also be used to compensate customers who have had to extend their stay, in particular where their flight has been cancelled.

Filing a compensation claim

Customers of travel agents must refer to the website of the Office (https://www.opc.gouv.qc.ca/en/ficav/) to check whether their situation satisfies the conditions for filing a claim. The Office asks that they wait until all of the conditions have been met before filling out the claim form.

They are then asked to send their claim to the administrator appointed by the Office, namely the firm PricewaterhouseCoopers Inc.:

By fax (recommended transmission way): 418-522-5663 

OR by mail:

PricewaterhouseCoopers Inc.
a/s Samuel Boivin
2640, boul. Laurier, bureau 1700
Québec (QC) G1V 5C2

They can contact its representative, Mr. Samuel Boivin, by phone at 1 888-999-4965 or by email: ca_administration_provisoire@pwc.com. It is important to point out that PwC Inc. can provide answers to questions about what information to include in the claim form or about compensation claims that have already been filed. For any questions concerning eligibility for the Fund, please refer to the website of the Office at https://www.opc.gouv.qc.ca/en/ficav/.

Travelers who did not do business with a travel agent

Travelers who did not do business with a travel agent may, in certain circumstances, obtain a reimbursement from the issuer of the credit card they used to pay for their trip.

Travelers who were covered by an insurance policy should also check whether their situation is subject to a claim by virtue of their contract.

Frequently Asked Questions

Please note that the claims administrator only deals with questions concerning claim forms. Given the high number of calls currently being received, other requests will not be processed. For any questions about compensation guidelines, please refer to the following link:

https://www.opc.gouv.qc.ca/consommateur/bien-service/voyage/fonds-indemnisation/covid-19/

Claims

Only tourism services that were purchased from a travel agency that holds a licence issued by the Office are eligible.

The compensation form is available in the “Claim” section of this webpage.

Send the duly completed and signed form, as well as any other required supporting documents:

By fax (recommended transmission way): 418-522-5663 

OR by mail:

PricewaterhouseCoopers Inc.
a/s Samuel Boivin
2640, boul. Laurier, bureau 1700
Québec (QC) G1V 5C2

Contact us

Claims administrator

--, PwC Canada

Tel: 1 888 999 4965

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