Last updated: November 24, 2023
As is required by the agreement with the Ministry of Public and Business Service Delivery (MPBSD) and as part of efforts to demonstrate OMVIC is maintaining a fair and informed marketplace; public tracking and regular reporting of ongoing progress for performance measures is as follows:
| Consumer Protection | 2022 Forecast | 2022 Actuals | 2023 Forecast | 2023 Q1 Actuals | 2023 Q2 Actuals | 2023 Q3 Actuals |
|---|---|---|---|---|---|---|
| Maintain or improve customer satisfaction ratings for OMVIC’s complaint handling process which measures knowledge, efficiency and courtesy. | Maintain or improve benchmark of 3.5 out of 5 | Maintain or improve benchmark of 3.75 out of 5 | ||||
| Knowledge: | 4.3/5 | Knowledge: | 4.28/5 | 4.4/5 | 3.87/5 | |
| Efficiency: | 4.3/5 | Efficiency: | 4.02/5 | 4.4/5 | 3.57/5 | |
| Courtesy: | 4.4/5 | Courtesy: | 4.42/5 | 4.6/5 | 3.87/5 |
| Consumer Awareness | Level of consumer awareness 2022 forecast (%) | Level of consumer awareness 2022 actuals (%) | Level of consumer awareness 2023 forecast (%) | Level of consumer awareness 2023 actuals (%) |
|---|---|---|---|---|
| Consumer awareness of OMVIC | 34% | 30% | 32% | 32% |
| When an Ontario-registered car dealer advertises the price of a car, they must show an all-in price including all the fees and charges the dealer intends to collect, except for HST and licensing. | 42% | 39% | 41% | 42% |
| In Ontario there is no legally mandated cooling off period during which a purchaser may cancel their contract to buy a car from a dealer. | 18% | 19% | 20% | 19% |
| The term ‘curbsider’ means an illegal unlicensed car dealer who poses as a private seller. | 24% | 25% | 27% | 25% |
| When purchasing a vehicle in Ontario from a registered dealer, you have access to protections that are absent in a private sale. | 43% | 41% | 43% | 42% |
| Motor vehicle dealers and salespeople in Ontario must be registered with OMVIC in order to operate. | 29% | 27% | 29% | 30% |
| If you suffer a financial loss as a result of buying a car from an OMVIC-registered dealer, you may be eligible for compensation from the Motor Vehicle Compensation Fund administered by OMVIC. | 17% | 19% | 21% | 17% |
| Ontario motor vehicle dealers are not required to reveal the lowest interest rate available to you when financing a car. | 19% | 17% | 19% | 18% |
Consumer awareness of OMVIC and their car-buying rights is currently low in Ontario. Our annual marketing plan will focus on raising awareness of OMVIC and the car-buying rights listed in the table above.
View the complete results of our annual consumer awareness survey [pdf].
| Registrations | 2022 Forecast | 2022 Actuals | 2023 Forecast | 2023 Q1 Actuals | 2023 Q2 Actuals | 2023 Q3 Actuals |
|---|---|---|---|---|---|---|
| Monitor average call wait times for inquiries to the registration department (in seconds) | 180 | 12 | 180 | 68 | 33 | 74 |
| Application processing time (in business days): New salesperson applications | 2022 Forecast | 2022 Actuals | 2023 Forecast | 2023 Q1 Actuals | 2023 Q2 Actuals | 2023 Q3 Actuals |
| Monitor average number of business days processing for complete/non-complex new salesperson applications submitted online (excluding staff follow-up time to collect missing information and review). | 3 | 2 | 3 | 3 | 10 | 3 |
| Monitor average number of business days processing for complete/non-complex new salesperson applications submitted by mail/email (excluding staff follow-up time to collect missing information and review). | 10 | 3.1 | 10 | 6 | 13 | 9 |
| Monitor average number of business days processing for all new salesperson applications submitted online (including complete, incomplete, complex, and non-complex applications and including staff follow-up time to collect missing information and review). | n/a | n/a | 20 | 8 | 10 | 6 |
| Monitor average number of business days processing for all new salesperson applications submitted by mail/email (including complete, incomplete, complex and non-complex applications and including staff follow-up time to collect missing information and review) | TBD | 9 | 30 | 9 | 14 | 15 |
| New dealer applications | 2022 Forecast | 2022 Actuals | 2023 Forecast | 2023 Q1 Actuals | 2023 Q2 Actuals | 2023 Q3 Actuals |
| Monitor average number of business days processing for all new dealer applications (including complete, incomplete, complex, and non-complex applications and including staff follow up time to collect missing information and review). | 90 | 111 | 90 | 52 | 80 | 100 |
| Monitor average number of business days for staff to screen incomplete new dealer applications and collect missing information. | 30 | Q3: 77 Q4: 17 | 30 | 15 | 22 | 20 |
| Inspections | 2022 Forecast | 2022 Actuals | 2023 Forecast | 2023 Q1 Actuals | 2023 Q2 Actuals | 2023 Q3 Actuals |
| Completed inspections | n/a | 1,146 | 2,000 | 473 | 631 | 698 |
| Site visits | n/a | 31 | 30 | 15 | 19 | 18 |
