Consumer Disputes

The installation and maintenance of wood-burning appliances is not regulated in Canada. As a non-profit training and educational association, WETT does not oversee, nor is it responsible for, the workmanship of its members. As such, WETT does not act as a regulator. Consequently we cannot become involved in resolving consumer disputes.

WETT-certified professionals must abide by a code of ethics requiring professionalism in all aspects of their work. WETT does maintain internal processes to address breaches of our code of ethics by our members. If you have concerns about the quality or workmanship done by a WETT-certified professional, there are several avenues for you seek remedies.

First, to avoid any disagreements, before retaining a WETT-certified professional it is important to ask upfront about the scope of services to be provided, the anticipated costs and determine who is doing the work. WETT trains and certifies individuals, not companies. Companies can use the WETT logo if someone at the company is WETT certified, but only those who have been issued certification by WETT can claim to be WETT certified. All WETT-certified professionals carry photo ID cards. Ask to see an ID card and ensure that it carries a valid sticker showing the current year. The scope of services is determined by the WETT inspection table. It is important to note that our members are certified to perform various types of inspections, so please be sure to contract the work accordingly.

  • SITE Basic Inspector: Visual inspections only
  • Technician: Visual and Technical inspections
  • Chimney Sweep: Visual and Technical inspections
  • SITE Comprehensive Inspector: Visual, Technical and Invasive inspections

It is also important to note that WETT provides inspection forms to all of our members. We strongly encourage all members to use these, so please request this before any inspection work begins.

What to do if the WETT-certified professional did not certify my wood-burning appliance?
Please note that WETT does not certify appliances or installations — we certify people. This is a common misconception. During the course of work, an inspector or installer will issue paperwork indicating that an installation is code compliant. An installation is either compliant with the relevant building and installation codes or it is not. If not, the inspector, installer or sweep will identify why.

What to do in the event of disagreement?
From time to time, disagreements can originate from multiple scenarios such as inconsistency in inspection reports to faulty installations to disagreements over installation and building codes. This does not necessarily mean than someone was a fault.

If you feel your wood-burning appliance is not functioning properly or safely – DO NOT use the appliance until the concerns have been rectified.

In all situations, first try talking to the person who performed the work to see if a suitable resolution can be found. If the two of you can’t agree, you have several options:

  • Contact the retailer from where the appliance was purchased and review the situation with them to see if a resolution can be found. If the issue is a technical disagreement, you can contact the manufacturer for further information about your specific appliance. If the issue is a difference of opinion regarding an inspection report, you can seek a second opinion from another WETT-certified professional in your area.
  • If you have not found a suitable resolution, you can contact us at [email protected] or call 1-888-358-9388.

How do I file a complaint?
To submit a complaint, full documentation is required. This includes:

  • Details of the complaint
  • Key dates
  • Contact information for all parties
  • Actions taken/not taken
  • Documentation in PDF format (reports, inspection reports, correspondence)
  • Photos of the installation.
  • If you have contracted a second opinion from which your dispute has been based on, you are required to provide the third party name, contact information and any documentation that they have provided you.

Submissions that do not include these details will not be accepted. Complaints must be submitted electronically via the WETT Inc. website. Our review will be solely based on the documentation received. It is assumed that any documents not submitted by the complainant have been deemed by the complainant as being irrelevant to this complaint.

Please note that complaint information will be shared internally (Staff, committee members and/or board members of WETT) for review purposes. Complaint information will also be shared with the member who is the subject of the complaint. Information will be managed in accordance with our privacy policy. If you are submitting a complaint on behalf of someone else and the complaint includes personal information, please include in your submission authorization from that person to share his or her personal information.

How do I know if I should submit a complaint?
Please note that the association can only investigate and discipline its own members. WETT cannot resolve billing issues and similar disputes regarding service fees. WETT does investigate situations of faulty installations, poor workmanship and other concerns relating to quality of work performed.

What can I expect from submitting a complaint?
The installation and maintenance of wood-burning appliances is not regulated in Canada. Consequently, we cannot offer assurances that your specific issue will be rectified. What we can do, in cases of negligence, is prevent this from happening in the future by having the member retrained or, in cases of gross negligence, by withdrawing a member’s certification.

What is the process complaints follow?
The complaints process is largely internal and follows a prescribed process.

  • The first step is for WETT to qualify the complaint. This may involve contacting you to discuss the complaint.
  • The complaint package will be sent to the member for their review and response. Our review will be solely based on the documentation received. It is assumed that any documents not submitted by the complainant have been deemed by the complainant as being irrelevant to this complaint.

The WETT member in question will also be contacted and, if deemed appropriate, we can recommend that she or he rectify the situation. However, keep in mind that we cannot force members to rectify situations. If they fail to do so, the organization will take this into account when determining the necessary disciplinary action.

Given the varied nature of complaint situations, we do not publish time frames for responses to complaints. We will, however, acknowledge your complaint and keep you informed of the progress and outcomes of the com-plaint investigation.

We appreciate and empathize that a complaint, regardless of its nature, is stressful and we offer assurance that all complaints will be acknowledged and dealt with professionally. Through professional training and public education, our primary mandate is to promote the safe and effective use of wood-burning systems in Canada.

Safeguarding Personal Information
Submissions may contain personal information, including names and contact information. Your complaint will be shared internally with our committees, Board and contracted personnel and managed in accordance with our privacy policy.

Note: If you provide information with this form that contains personal information about someone else, you must either redact the personal information or provide his or her written authorization to use his or her personal information.



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