While working to promote Quebec's tourism industry, the Alliance de l'industrie touristique du Québec (l'Alliance) is responsible for welcoming and addressing dissatisfaction with the provision of tourism services in Quebec, except those offered by campsites.
The Alliance receives comments about a Quebec tourism company or organization.
The Alliance responds to the consumer, informs the consumer that its comments are forwarded to the operator of the establishment concerned for review, evaluation and direct response, while copying its response to the Alliance.
If the operator has not responded within 10 business days of receiving the written complaint from the Alliance, the Alliance will issue a first reminder to the operator.
Concerned by the quality of the tourism offer in Quebec, the relevant sectoral and regional tourism associations are also copied in the various correspondence between the consumer and the establishment.
This dissatisfaction management process is not a judicial remedy. Rather, it is a reconciliation initiative between the parties.
Institutions usually respond to dissatisfaction brought to their attention within a reasonable period of time. However, some of them may choose not to follow up, despite the Alliance's two reminders.