How OMVIC helps in consumer disputes

Disputes can happen at any point in a transaction, including before a contract is signed, at delivery, or months later if a concern comes up. When a consumer contacts OMVIC about a registered dealer or salesperson, our Complaints & Inquiries team may provide guidance to consumers and, where appropriate, review the matter for a potential breach of the Motor Vehicle Dealers Act, 2002 (MVDA)

What dealers and salespeople should expect

Most issues are resolved directly between the consumer and the dealership. When OMVIC becomes involved, our role is not to act as a court or order refunds, contract cancellations, or repairs. Instead, we may help the parties work toward a voluntary resolution and review the information to determine whether there may have been a breach of the Motor Vehicle Dealers Act, 2002 (MVDA) that warrants further steps.

If your dealership is contacted by OMVIC

• Respond promptly and in writing. You may be asked to provide a written response and supporting records. Assign a point person to coordinate your submission and ensure deadlines are met.
• Provide complete, accurate documentation. Depending on the issue, OMVIC may request documents such as the bill of sale or lease, financing documents, disclosures, repair orders, warranty paperwork, advertising or screenshots, internal notes, and communications with the customer.
• Cooperate and keep good records. Maintain clear files and retain records required under the MVDA. If you need clarification about what is being requested, ask early so you can provide the right information.
• Know what OMVIC can and cannot do. OMVIC does not determine fault in a dispute and cannot order a refund, cancellation, or repairs. OMVIC may facilitate voluntary resolution and may review the matter for potential non-compliance with the MVDA.
• Possible outcomes. If a breach is identified, OMVIC may consider administrative or enforcement action. Even if a voluntary resolution is not reached, a matter may still proceed for review under OMVIC’s enforcement tools.

Resources

Dealer Webinars

Weekly webinars on Advertising Compliance and Disclosures Compliance are conducted regularly for dealers and salespeople to attend from the comfort of their own office.

Industry Standards & Conduct Team

The Industry Standards & Conduct Team help dealers understand and comply with the MVDA, its regulations, and the Code of Ethics. They are available to answer compliance questions and provide guidance when needed. Inquiries can be sent to [email protected].