Canadian Consumer Handbook 2008-2009

Vehicles

When you have a problem with an automobile or other vehicle, first try to work it out with the dealer. If the problem remains, contact the manufacturer (see below for contact information). Some companies have one customer service centre in the United States that serves both Canada and the United States.

To better assist you, some companies ask that you have the following information available when you contact them:

• Vehicle Identification Number
• vehicle owner's name
• vehicle owner's address
• current odometer reading
• explanation of the problem.

When you still cannot resolve your problem, contact one of the dispute resolution services listed below.

For vehicle-related information, you may also wish to contact a government office, a consumer group or non-consumer group that specializes in automotive issues.

Audi Canada
Toll-free: 1-800-822-2834
Website: www.audi.ca/audi/ca/en2.html

BMW Group Canada
Toll-free: 1-800-567-2691
Website: www.bmwgroup.ca

Chrysler Canada
Toll-free: 1-800-465-2001
Website: www.chryslercanada.ca

Ford Motor Company of Canada
Toll-free: 1-800-565-3673
Website: www.ford.ca

General Motors of Canada
Toll-free: 1-800-263-3777
TDD: 1-800-263-3830
Website: www.gm.ca/ss/gm/homepage.do?lang=en_CA&brand=saab

Honda Canada
Toll-free: 1-888-946-6329
Website: www.honda.ca

Hyundai Auto Canada
Toll-free: 1-800-461-8242
Email: cr@hyundaicanada.com
Website: www.hyundaicanada.com

Infiniti
Toll-free: 1-800-361-4792
Website: www.infiniti.ca/en/index.html

Jaguar Canada
Toll-free: 1-800-668-6257
Website: www.jaguar.ca/ca/en/homepage.htm

Kia Canada
Toll-free: 1-877-542-2886
Email: customer@kia.ca
Website: www.kia.ca

Land Rover Canada
Toll-free: 1-800-346-3493
Website: www.landrover.com/ca/en/Vehicles/home.htm

Lexus
Toll-free: 1-800-265-3987
Website: www.lexus.ca

Mazda Canada
Toll-free: 1-800-263-4680
Website: www.mazda.ca/root.asp

Mercedes-Benz Canada
Toll-free: 1-800-387-0100
Website: www.mercedes-benz.ca/index.cfm?Language=english&id=285

Mini Canada
Toll-free: 1-866-378-6464
Website: www.mini.ca

Mitsubishi Motors Canada
Toll-free: 1-888-576-4878
Website: www.mitsubishi-motors.ca/Home.aspx

Nissan Canada
Toll-free: 1-800-387-0122
Website: http://nissan.ca/en/

Porsche Canada
Toll-free: 1-800-767-7243
Website: www.porsche.com/canada

Saab Canada
Toll-free: 1-800-263-3777
Website: www.GM.ca/saab

Saturn
Toll-free: 1-800-263-3777
Website: http://gm.ca/ss/gm/homepage.do?lang=en_CA&brand=saturn

Smart Canada
Toll-free: 1-877-627-8004
Website: www.thesmart.ca

Subaru Canada
Toll-free: 1-800-894-4212
Website: www.subaru.ca

Suzuki Canada
Website: www.suzuki.ca

Toyota Canada
Toll-free: 1-888-869-6828
Website: www.toyota.ca

Volkswagen Canada
Toll-free: 1-800-822-8987
Website: http://web.vw.ca/landing/index.html

Volvo Cars of Canada
Toll-free: 1-800-663-8255
Website: www.volvocanada.com

Dispute Resolution

The Canadian Motor Vehicle Arbitration Plan (CAMVAP) provides a neutral third party to resolve disputes between consumers and vehicle manufacturers about alleged manufacturing defects or the implementation of the manufacturer's new vehicle warranty when the vehicle was made in the current or previous four model years. This service is available across the country. You can reach CAMVAP toll free at 1-800-207-0685 or www.camvap.ca, or contact your provincial or territorial CAMVAP administrator.

Across Canada

Other organizations

Alberta
Alberta residents should contact the Alberta Motor Vehicle Industry Council (AMVIC) regarding complaints about the sale, lease and repair of motor vehicles. AMVIC is a not-for-profit, self-managed industry council delegated to license automotive businesses and investigate automotive complaints relating to the sale, lease and repair of motor vehicles under the Fair Trading Act and the Automotive Business Regulation.

Alberta Motor Vehicle Industry Council
Suite 303, 9945–50 Street
Edmonton Alberta  T6A 0L4
Telephone: 780-466-1140
Investigations (toll-free): 1-877-979-8200
Licensing (toll-free): 1-877-979-8100
Fax: 780-462-0633
Website: www.amvic.org

Suite 205, Southland Tower
10655 Southport Road SW
Calgary Alberta  T2W 4Y1
Telephone: 403-301-2744
Fax: 403-252-4636

British Columbia
British Columbia residents who have problems with their auto insurance may take advantage of a dispute resolution service offered by the Insurance Corporation of British Columbia.

Insurance Corporation of British Columbia
151 West Esplanade
North Vancouver British Columbia  V7M 3H9
Telephone: 604-661-2800
Toll-free: 1-800-663-3051
Website: www.icbc.com

Manitoba
Manitoba residents should contact the Consumers' Bureau of Manitoba Finance for assistance with resolving complaints about motor vehicle purchases, leases or repairs.

Consumers' Bureau
Consumer and Corporate Affairs, Manitoba Finance
302–258 Portage Avenue
Winnipeg Manitoba  R3C 0B6
Telephone: 204-945-3800
Toll-free: 1-800-782-0067
Fax: 204-945-0728
Email: consumersbureau@gov.mb.ca
Website: www.gov.mb.ca/finance/cca/consumb

Ontario
Ontario residents may contact the Ministry of Small Business & Consumer Services regarding car repair complaints. Staff review these complaints to see whether the company doing the repair has contravened the Ontario Motor Vehicle Repair Act. This includes reviewing warranty issues, old parts returned and estimates.

Ministry of Small Business & Consumer Services
Suite 1500, 5775 Yonge Street
Toronto Ontario  M7A 2E5
Telephone: 416-326-8611
Toll-free: 1-800-889-9768
TTY: 416-325-3408
Toll-free 1-800-268-7095
Email: consumer@ontario.ca
Website: www.ontario.ca/consumerprotection

For complaints regarding dealerships, Ontario residents should contact the Ontario Motor Vehicle Industry Council (OMVIC). OMVIC is a not-for-profit independent corporation responsible for administering the Motor Vehicle Dealers Act on behalf of the Government of Ontario. OMVIC is responsible for registering motor vehicle dealers and salespeople, conducting inspections and investigations, and mediating complaints. OMVIC administers the Motor Vehicle Compensation Fund, which serves as a "court of last resort" for consumers who have lost money in certain types of vehicle transactions involving dealers registered under the Act.

Ontario Motor Vehicle Industry Council
Suite 800, 789 Don Mills Road
Toronto Ontario  M3C 1T5
Telephone: 416-226-4500
Toll-free: 1-800-943-6002
Fax: 416-226-3208
Website: www.omvic.on.ca

Yukon
Yukon residents should contact the Consumer Services section of the Department of Community Services.

Consumer Services
Department of Community Services
Third Floor, Andrew Philipson Law Centre
2130 Second Avenue
PO Box 2703
Whitehorse YK  Y1A 2C6
Telephone: 867-667-5111
Toll-free: 1-800-661-0408, local 5111
Fax: 867-667-3609
Email: consumer@gov.yk.ca
Website: www.community.gov.yk.ca/consumer/index.html

Toll-free: 1-800-263-3777
TDD: 1-800-263-3830
Website: www.gmcanada.com

Consumer and Non-Governmental Groups

Automobile Journalists Association of Canada
This is an association of professional automotive experts who report on new vehicles and new industry trends.

PO Box 398, Main Post Office
Cobourg Ontario  K9A 4L1
Toll-free: 1-800-361-1516
Email: beth@ajac.ca
Website: www.ajac.ca/web

Automobile Protection Association
Suite 1319, 2 Carlton Street
Toronto Ontario  M5B 1J3
Telephone: 416-204-1444
Fax: 416-204-1985
Email: apatoronto@apa.ca
Website: www.apa.ca/template.asp?lang=english

292 St. Joseph Boulevard West
Montréal Quebec  H2V 2N7
Telephone: 514-272-5555
Fax: 514-273-0797
Email: apamontreal@apa.ca
Website: www.apa.ca/template.asp?lang=english

Canadian Automobile Association
Suite 200, 1145 Hunt Club Road
Ottawa Ontario  K1V 0Y3
Telephone: 613-247-0117
Fax: 613-247-0118
Website: www.caa.ca

Across Canada

Government Offices

Transport Canada, Road Safety
This office provides information on road safety, as well as defects and recalls. For contact information, see Other Government Offices.

Natural Resources Canada: Office of Energy Efficiency
You can conserve energy, save money and help save the environment when running your vehicle. The Office of Energy Efficiency provides information on topics such as choosing a fuel-efficient vehicle, fuel-efficient driving, vehicle maintenance, idling and vehicle fuels.

18^th Floor, 580 Booth Street
Ottawa Ontario  K1A 0E4
Telephone: 613-995-2943
TTY: 613-996-4397
Fax: 613-943-1590
Website: www.oee.nrcan.gc.ca/english/index.cfm