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2024 Mystery Shop Program Trends and Results

March 6, 2025
Dealer Bulletins

The results of OMVIC’s 2024 Mystery Shop Program are in. Last year mystery shops took place in 19 municipalities across 10 regions, including:

  • Halton
  • Clarington
  • York
  • Peel
  • Ottawa
  • Barrie
  • Niagara
  • Timmins
  • Elgin County
  • Durham

Re-shops were conducted in 17 municipalities within the same regions. In total, OMVIC completed 185 mystery shops and 48 mystery re-shops, for a combined 233 shops.

Overall, the mystery shops conducted saw a slight improvement over the previous year’s results. OMVIC has also observed improved compliance during re-shop visits of dealers that initially failed the mystery shop and were then subjected to administrative action.

Many dealers are still falling short of meeting their legal requirements. Violations of all-in price advertising, failure to disclose a vehicle as a former daily rental in the advertisement and the retention of unregistered salespersons remain serious concerns.

In 2025, OMVIC will continue the mystery shop program with a view to upholding a fair and informed marketplace, with non-compliant dealers facing increased administrative action. Increased compliance is expected in 2025.

Mystery Shop Results 

  • 72% of dealers passed (5% increase from 2023)
  • 28% failed
    Of the 28% who failed:

    • 70% received a warning letter
    • 20% recommended for disciplinary action
    • 10% charged under the Provincial Offences Act

Mystery Re-Shop Results 

All dealers who failed in 2023 were re-shopped in 2024. Re-shopped dealers showed an 18% improvement in compliance compared to the previous year.

  • 75% passed the re-shop
  • 25% failed
    Of the 25% who failed:

    • 42% received a warning letter
    • 58% recommended for disciplinary action

Public Disclosure of Administrative Actions

OMVIC continues to share the results of administrative actions (including Discipline and License Appeal Tribunal decisions) with the public. These findings will be highlighted in OMVIC publications and social media to emphasize the importance of compliance.

Stay Informed to Avoid Penalties

All dealers and salespersons with questions or concerns are encouraged to contact OMVIC’s Industry Standards & Compliance department at [email protected] or 1-800-943-6002 ext. 4

Dealers can access OMVIC’s educational webinars and advertising review services by contacting OMVIC’s education team at [email protected] or 1-800-943-6002 ext. 3180.

Don’t wait—take action now to ensure your dealership is compliant in 2025!