Last updated: February 16, 2024
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 Actuals | 2024 Forecast |
|---|---|---|---|---|---|
| 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 | Maintain or improve benchmark of 3.75 out of 5 | ||
| Knowledge: | 4.3/5 | Knowledge: | 4.2/5 | ||
| Efficiency: | 4.3/5 | Efficiency: | 3.9/5 | ||
| Courtesy: | 4.4/5 | Courtesy: | 4.3/5 |
| 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 (%) | Level of consumer awareness 2024 forecast (%) |
|---|---|---|---|---|---|
| Consumer awareness of OMVIC | 34% | 30% | 32% | 32% | 33% |
| 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% | 43% |
| 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% | 19% |
| The term ‘curbsider’ means an illegal unlicensed car dealer who poses as a private seller. | 24% | 25% | 27% | 25% | 27% |
| 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% | 43% |
| Motor vehicle dealers and salespeople in Ontario must be registered with OMVIC in order to operate. | 29% | 27% | 29% | 30% | 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% | 18% |
| Ontario motor vehicle dealers are not required to reveal the lowest interest rate available to you when financing a car. | 19% | 17% | 19% | 18% | 19% |
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 Actuals | 2024 Forecast |
|---|---|---|---|---|---|
| Monitor average call wait times for inquiries to the registration department (in seconds) | 180 | 12 | 180 | 56 | 90 |
| Application processing time (in business days): New salesperson applications | 2022 Forecast | 2022 Actuals | 2023 Forecast | 2023 Actuals | 2024 Forecast |
| 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 | 5 | 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 | 15 | 10 |
| 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 | 20 |
| 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 | 15 | 30 |
| New dealer applications | 2022 Forecast | 2022 Actuals | 2023 Forecast | 2023 Actuals | 2024 Forecast |
| 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 | 83 | 90 |
| Monitor average number of business days for staff to screen incomplete new dealer applications and collect missing information. | 30 | Q3: 77 Q4: 17 | 30 | 25 | 30 |
| Inspections | 2022 Forecast | 2022 Actuals | 2023 Forecast | 2023 Actuals | 2024 Forecast |
| Completed inspections | n/a | 1,146 | 2,000 | 2,471 | 2,000 |
| Site visits | n/a | 31 | 30 | 56 | 30 |
