Last updated: September 18, 2024
As is required by the agreement with the Ministry of Public and Business Service Delivery and Procurement (MPBSDP) 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 | 2023 Forecast | 2023 Actuals | 2024 Forecast | 2024 Q1 Actuals | 2024 Q2 Actuals |
|---|---|---|---|---|---|
| Maintain or improve customer satisfaction ratings for OMVIC’s complaint handling process which measures knowledge, efficiency and courtesy. | Maintain or improve benchmark of 3.75 out of 5 | Maintain or improve benchmark of 3.75 out of 5 | |||
| Knowledge: | 4.2/5 | Knowledge: | 4.5/5 | 4.2/5 | |
| Efficiency: | 3.9/5 | Efficiency: | 4.4/5 | 4.0/5 | |
| Courtesy: | 4.3/5 | Courtesy: | 4.7/5 | 4.2/5 |
| Consumer Awareness | Level of consumer awareness 2023 forecast (%) | Level of consumer awareness 2023 actuals (%) | Level of consumer awareness 2024 forecast (%) | Level of consumer awareness 2024 Q1 actuals (%) | Level of consumer awareness 2024 Q2 actuals (%) |
|---|---|---|---|---|---|
| Consumer awareness of OMVIC | 32% | 32% | 33% | TBD | TBD |
| 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. | 41% | 42% | 43% | TBD | TBD |
| 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. | 20% | 19% | 19% | TBD | TBD |
| The term ‘curbsider’ means an illegal unlicensed car dealer who poses as a private seller. | 27% | 25% | 27% | TBD | TBD |
| When purchasing a vehicle in Ontario from a registered dealer, you have access to protections that are absent in a private sale. | 43% | 42% | 43% | TBD | TBD |
| Motor vehicle dealers and salespeople in Ontario must be registered with OMVIC in order to operate. | 29% | 30% | 30% | TBD | TBD |
| 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. | 21% | 17% | 18% | TBD | TBD |
| Ontario motor vehicle dealers are not required to reveal the lowest interest rate available to you when financing a car. | 19% | 18% | 19% | TBD | TBD |
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 | 2023 Forecast | 2023 Actuals | 2024 Forecast | 2024 Q1 Actuals | 2024 Q2 Actuals |
|---|---|---|---|---|---|
| Monitor average call wait times for inquiries to the registration department (in seconds) | 180 | 56 | 90 | 45 | 29 |
| Application processing time (in business days): New salesperson applications | 2023 Forecast | 2023 Actuals | 2024 Forecast | 2024 Q1 Actuals | 2024 Q2 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 | 5 | 3 | 3 | 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 | 15 | 10 | 1 | 0 |
| 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). | 20 | 8 | 20 | 7 | 7 |
| 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) | 30 | 15 | 30 | 50 | 54 |
| New dealer applications | 2023 Forecast | 2023 Actuals | 2024 Forecast | 2024 Q1 Actuals | 2024 Q2 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 | 83 | 90 | 48 | 59 |
| Monitor average number of business days for staff to screen incomplete new dealer applications and collect missing information. | 30 | 25 | 30 | 0 | 0 |
| Inspections | 2023 Forecast | 2023 Actuals | 2024 Forecast | 2024 Q1 Actuals | 2024 Q2 Actuals |
| Completed inspections | 2,000 | 2,471 | 2,000 | 535 | 601 |
| Site visits | 30 | 56 | 30 | 3 | 15 |
