Motorists can use a tool from the Consumer Protection Office (OPC) to come to an agreement when a dispute arises with their dealership. However, while this is a step in the right direction, there is still work to be done.
The Parle Consumption platform went to another level last week as the Ministry of Justice announced a partnership between the OPC and major players in the automotive industry. When a consumer has a disagreement with their dealership, they can go to this platform to initiate a process which can lead to free mediation.
“It’s the fastest and most effective way to ensure customer satisfaction,” explains Ian P. Sam Yue Chi, CEO of the Corporation des Concessionaires Automobiles du Québec (CCAQ).
“On the dealer side, we avoid committing resources to defend cases in court. And on the other hand, we don’t bog down the judicial system.”
With this partnership, the CCAQ has committed to ensuring that its 900 members join the platform in order to show more transparency to consumers. To date, more than 175 affiliated dealers have registered on the Parle consommateurs site.
“This is a courageous gesture on the part [de la] CCAQ,” says the president of the Association for the Protection of Motorists (APA), George Iny.
George Iny, president of the Motorist Protection Association (APA)
Photo provided by George Iny
The APA and the Association of Used Vehicle Dealers of Quebec (AMVOQ) are also part of this partnership which results from the creation of the advisory committee on the automobile industry within the OPC.
A rate to improve
Nearly 20% of complaints filed annually with the OPC come from the automotive sector. Over the past year, the Office received more than 6,350 complaints which led to 56 investigations, which resulted in 33 criminal prosecutions and 63 convictions.
The resolution rate, via Parle Consumption, must be significantly improved according to the APA.
“It’s around 50%,” says George Iny. “There is still work to do on this side. This will require sustained pressure from the OPC.”
When we consult some merchant files in Parle Consumption, we can see that the task promises to be colossal. For example, we came across a used vehicle dealer who received a total of 30 complaints in recent years, but without ever being able to reach an agreement with his customer.
If a merchant does not comply with Parle Consommation’s terms of participation, the OPC will remind them. After three reminders, this offending merchant may be excluded from the platform and may not be able to return unless there is a firm commitment on their part.
More conflicts?
In recent years, conflicts seem to be increasing between dealers and their customers for one reason or another. They often have the impression of not being heard by the salespeople or by the owners of the garage where they buy their vehicle.
“Our role is to serve to the best of our abilities,” emphasizes Mr. Chi. “There are situations, with new products entering the market, that require adjustments to certain vehicle models.”
“We are in an unprecedented dynamic due to the launch of several new electric models.”
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