Policies & Procedures

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.