Complaint resolution

 

If you've had a deal gone bad or you want to file a complaint, here's who you can contact for assistance:


Approved Auto Repair Services (AARS)

  • Contact us at 1-800-642-3810 if you have taken your vehicle to an Approved Auto Repair Services facility and have questions or concerns about your service.
  • An experienced mechanic will investigate your concern and arbitrate a binding decision.

Find an Approved Auto Repair Services facility.


Alberta Motor Vehicle Industry Council (AMVIC)

  • Contact AMVIC if your complaint is specific to a vehicle you’ve just purchased or repaired.
  • This nonprofit organization enforces automotive regulations within the province’s Fair Trading Act. It also responds to and investigates consumer and industry complaints.
  • You’ll be required to give detailed information about your situation, including the businesses’ name, type of vehicle you’ve bought/repaired and how you’d like to see the situation resolved.
  • AMVIC can only help consumers who make complaints against a business or salesperson. They have no jurisdiction over private sales

Visit www.amvic.org for more information.


Canadian Motor Vehicle Arbitration Program (CAMVAP)

  • Contact CAMVAP if you are having a dispute with an automobile manufacturer over the condition of your vehicle, or how the manufacturer is interpreting or implementing the new vehicle warranty.
  • CAMVAP will provide a neutral third party arbitrator to help resolve your dispute.
  • Most domestic and imported passenger cars, light trucks, sport utility, vans and passenger vehicles that are purchased or leased in Canada are covered by CAMVAP.
  • Visit http://camvap.ca for more information.

To find a CAMVAP agent near you, call 1-800-207-0685.


Transport Canada

  • Lodge a formal complaint if you believe there is a safety-related defect with your vehicle, tires or child restraint.
    A safety-related defect is one that is common to a group of vehicles, tires or child restraints of the same design or manufacturer.
  • Transport Canada checks into all safety related complaints. If they find an obvious fault or similar problems in a group of vehicles or regulated equipment, they will launch an investigation.

Read the provincial government’s Fair Trading Act tip sheet to learn about your rights.


Refunds and exchanges

Even though many stores will allow you to return or exchange goods, keep in mind that return policies are voluntary. Stores are not obligated by law to accept an item for refund, exchange or credit unless it is defective or misrepresented. In Alberta, stores do not have to post their return policies. Before you buy something, find out if the item can be returned and under what conditions.


Generally, return policies will be one of three basic types.

  • An exchange policy will allow you to return any item and take another of the same kind in its place.
  • A return for credit offers a credit note, which may be applied to the purchase of any other item in the store. A credit note should have an expiry date.
  • A refund policy allows you to get your money back.

All of these policies require you to return the goods within a specified time, in new condition and with original proof of purchase.