Complaints Process

If you have an issue with the purchase or lease of a vehicle and are not sure who can help, contact our consumer support team by email or call toll free at 1-800-943-6002 ext. 1.

• Contact the dealer to try and work out a reasonable solution. Ask to speak with the owner, general manager or a person in charge of day-to-day operations.
• Be respectful, polite and firm. While problem-solving can be stressful, maintaining civil communication can be the key to finding an amicable solution.
• Be clear about the solution you would like.
• In some instances car buyers should be prepared to compromise.
• Keep copies of all documents (for example, advertisements, work sheets, contracts, loan agreements, safety certificates, etc.).
• Keep a written record of each time you have contacted the dealer including who you spoke with, dates and times.

• If the matter remains unresolved after contacting the dealer, send a registered letter to the dealer outlining the issue and proposed solution. Include copies of pertinent documents.
• It is important that you send a letter to the dealership by registered mail or obtain proof of delivery. Registered mail refers to a form of postal service that provides a tracking number.
• The letter should be kept professional, clear and concise and, if possible, no longer than one page. The final paragraph should outline a time frame (for example, five to seven business days from the date of receipt by the dealership) for a response. The letter should be addressed to the general manager or owner of the dealership. If the car buyer doesn’t have this information, OMVIC’s consumer support team can assist.

• If the problem remains unresolved contact our consumer support team or complete our online complaint form.
• In order for OMVIC to contact the dealer on your behalf you need to complete our complaints process acknowledgement form [pdf]

Complete online complaint form