A shop in Quebec: a practical compliance checklist

A newsletter or a promotion is a commercial electronic message. Under Canada's anti-spam legislation (CASL, known in French as LCAP), you need consent (express, or implied in some cases, such as a recent business relationship), the sender's identification and a way to unsubscribe. Official source: the CRTC, https://crtc.gc.ca/fra/internet/anti.htm.

In practice, the Zoé agent writes promotions only to customers whose file shows consent and adds the unsubscribe link. A message that answers a customer's request, such as an order confirmation, is of a different nature, but have what falls into that category validated.

• Each customer file has a consent field
• The date and source of consent are recorded
• Every promotion carries your identification and an unsubscribe link
• Customers who opt out are excluded from later mailings

Your customers' names, delivery addresses and dates to remember are personal information, protected by Quebec's Law 25. The guidance: collect only what is useful, limit access and delete on request. Official source: the Commission d'accès à l'information du Québec (Quebec's access to information and privacy commission), https://www.cai.gouv.qc.ca/protection-renseignements-personnels/.

Zoé marks the address and the dates to remember as sensitive, and dates are recorded only with the customer's agreement.

• Ask only for information useful to the order or to the reminder the customer accepted
• Restrict access to the people who need it
• Have a way to delete a file on request

For a custom or remote order, you need to state in writing, before payment, the total price, the handover date and the deposit, cancellation and refund terms. Quebec's Consumer Protection Act also governs remote contracts. Official source: https://www.legisquebec.gouv.qc.ca/fr/document/lc/P-40.1.

Orvel's quote template covers these elements, and the file moves to the In preparation stage only once the deposit is received and the terms are confirmed. Zoé sends the quote you prepared; she sets no price and no terms.

• Total price stated
• Handover date stated
• Deposit, cancellation and refund terms in writing
• "Deposit received" box checked before preparation begins

The sale of goods is generally subject to GST and QST. How deliveries, shipments and gift cards are treated should be validated with Revenu Québec or your accountant. Official source: https://www.revenuquebec.ca/fr/. Amounts and notes are kept in the file, but the tool does not calculate your taxes for you.

For gift cards, check the rules on expiry dates and fees with the Office de la protection du consommateur (Quebec's consumer protection office) before setting them. Official source: https://www.opc.gouv.qc.ca/. The register notes each card sold and used, and the terms are handed over with the card.

Google prohibits offering an incentive in exchange for a review, and soliciting only positive reviews. Official source: https://support.google.com/contributionpolicy/answer/7400114?hl=fr.

In practice, a single review-request template is used, sent to every customer after the handover. Zoé does not sort recipients by presumed satisfaction.

The Charte de la langue française (Quebec's Charter of the French Language) provides for French in communications with customers; English may be added. Have this validated for your messages and your signage. Official source: the Office québécois de la langue française, https://www.oqlf.gouv.qc.ca/. Message templates are written in French first.

Take each point and ask yourself: is this in place in my shop, and who checks it? The agent can apply your rules consistently, but it replaces neither your judgment nor professional advice. When in doubt, the organization cited as a source is the right first place to look.

Seven rules, seven concrete actions, each backed by an official source. Keep this checklist handy and review it before every big holiday.

General information, not legal advice. Check with your professional order or the official source.

Try Orvel free for 7 days The Zoé agent

• https://crtc.gc.ca/fra/internet/anti.htm
• https://www.cai.gouv.qc.ca/protection-renseignements-personnels/
• https://www.revenuquebec.ca/fr/
• https://www.opc.gouv.qc.ca/
• https://www.legisquebec.gouv.qc.ca/fr/document/lc/P-40.1
• https://support.google.com/contributionpolicy/answer/7400114?hl=fr
• https://www.oqlf.gouv.qc.ca/

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