Skip to main content
Retailer Support

Submitting a Quality Assurance Claim

By April 9, 2020January 15th, 2021No Comments

In alignment with the Ontario Cannabis Retail Corporation Act and direction provided by Health Canada under the Cannabis Act, the OCS Client Services Team collects information regarding product quality and complaints. We use this information for quality assurance and customer care, to help with the investigation and resolution of complaints, and for fraud prevention purposes. Our suppliers are legally responsible for assuring the quality of their products and investigating all product complaints.

  • All cannabis sold by OCS is procured only from federally licensed and regulated producers who follow strict guidelines. All cannabis products are tested in third party laboratories to ensure they are free from pesticides, micro-organisms and other items that could be harmful to a person’s health
  • OCS reviews all product documentation from the laboratories for compliance with Health Canada regulations
  • OCS has established a robust Quality Assurance team
  • The Quality Assurance team provides an additional check on all cannabis products entering the Ontario market to ensure that it is compliant with all relevant regulations. This relieves the burden on retailers to quality assure products, and provides confidence to consumers that products are safe, reliable, and tested

We all play a role in delivering controlled, legal cannabis to consumers to avoid undue risk to the public. The OCS oversees the safe distribution of legal cannabis for the province of Ontario by reviewing the following:
Label & Package: Visual examination to confirm format and placement of mandated elements and provide feedback on non-conformances identified and possible resolution
Certificate of Analysis: Verify product release test results for conformance to specifications and approve and facilitate product shipments/purchase orders

OCS Vape Vetting Process

The OCS has put in place a strict vetting process to ensure our vape products are held to extremely high standards for quality and safety. The OCS Merchandising and Quality Assurance teams have worked with all licensed producers to validate hardware, production, finished product and packaging of vapes and vaping products to ensure all standards are met and consistency is upheld. Products have been evaluated on source flower, distillation method, hardware, terpene source and complexity, as well as overall product potency.


Ensures electrical/mechanical integrity of the device during usage and transportation. These include, but are not limited to: UL8139, UL1642, CAN/CSA-E62133,UN/DOT38.3.


Ensures screening of potential contaminants. These include, but are not limited to: Microbials & Toxins, Heavy Metals & Plasticizers migration.


Ensures screening of potential known harmful compounds/by-products. These include, but are not limited to: Pesticides, Microbials, Heavy Metals, Residual Solvents, Diacetyl, Diacetyl Derivatives, Formaldehydes, Acetaldehydes, Acrolein.

Product Destruction Requirements

The Cannabis Act and its regulations are not prescriptive with respect to the methods to destroy cannabis and cannabis accessories. Federally licensed producers must destroy cannabis and cannabis accessories containing cannabis, in accordance with a method that complies with all federal, provincial and municipal environmental protection legislation applicable to the location where it is to be destroyed. Federally licensed producers must also ensure that the destruction of cannabis and cannabis accessories containing cannabis does not result in exposure to cannabis smoke or cannabis vapour.

With regards to cannabis products, the method of destruction must alter or denature the cannabis to such an extent that consumption has been rendered impossible or improbable.

Specific information must be recorded on the destruction of cannabis, including a description of the cannabis, or brand name; the date of destruction; pre-destruction net weight or volume of the product; the address of the location at which the cannabis is destroyed; a brief description of the method of destruction and names of witnesses who witnessed the destruction and a statement that the cannabis was destroyed. This record should be retained for at least two years after the date of destruction.

Submitting Product Quality Complaints to OCS

OCS works with licensed producers on investigating all product quality complaints submitted by Licensed Retailers.

What is a “Product Quality Complaint”?
1. Any alleged deficiency related to the identity, quality, durability, reliability, safety, effectiveness, labelling, packaging or performance of a product after its release for distribution; or
2. Any product that does not meet the product specification or function in the manner intended.

Note this list is not exhaustive; please connect with OCS Client Services if product is not listed.  For more information regarding how to submit a Product Quality Complaint to the OCS please contact the Client Service Team: or by calling 1-877-627-1627.