The VSA is required to disclose policies, information and records of importance to the public. It is also required to act in accordance with the principles of natural justice and administrative fairness.
Licensing, Inspection and Investigation Policies, Guidelines and General Requirements
VSA Service, Natural Justice, and Procedural Fairness Concerns
Service Complaint:
A Service Complaint may be made to the Vehicle Sales Authority (“VSA”) if you are unhappy with the service provided to you by a VSA staff member. Service Complaints are guided by the VSA’s Service Complaints Policy. The outcome of a service complaint is to make VSA’s processes and customer service better. A Service Complaint cannot be used as an appeal of a formal decision including licensing applications, closure of Consumer Complaints or Registrar’s decisions.
If a VSA staff member has been unprofessional, did not respond to you in a timely manner, did not listen to your concerns or take them seriously or did not review documents that you provided, you are encouraged to first speak with the staff member to try and resolve the complaint. If speaking with the staff member does not resolve the complaint, you can ask to speak with the employee’s manager. You may also file a Service Complaint.
Please refer to the VSA Service Complaint Policy (link) for more information. If you wish to submit a Service Complaint, you may submit a complaint form (link) by email to complaints.officer.vsabc.ca.
Concerns About Natural Justice and Procedural Fairness:
If you believe the VSA did not act in accordance with the principles of natural justice and administrative fairness, you may contact the Office of the Ombudsperson.
Privacy and Freedom of Information
The VSA is governed by the Freedom of Information and Protection of Privacy Act or FIPPA. As a result, the VSA is required to proactively disclose information and records of importance to the public. VSA compliance activities and the Motor Dealer Customer Compensation Fund Board decisions are all available for public review. However, if you believe your privacy has been violated by the VSA, you may contact the Office of the Information and Privacy Commissioner. The VSA privacy policy is also available for review.
