Consumers > Find Help For Your Issue > Make a Formal Complaint to the VSA

Make a
Formal Complaint to the VSA

If you attempted to resolve your dispute with the dealer and/or broker-agent and have been unsuccessful, you can make a formal consumer complaint to the VSA. We will review your application and will let you know if we can act on your complaint.

NOTE: If your issue is about a deposit or dealer fees, please use My Self-Help to try and resolve it. We are not accepting formal consumer complaints about deposits and dealer fees.

There are two ways to make a formal consumer complaint to the VSA:

Access the secure VSA’s Consumer Portal (here) to fill out a complaint form and submit documents online
Download the Consumer Complaint Form (here) and manually send it with your documents to VSA Consumer Services.

Complaint Timelines

The average time from making a complaint to receiving an outcome depends on the nature and complexity of complaint issues and is:

30 days if investigation is not required,
95 days if investigation is required, and
267 days if a hearing by the Registrar of Motor Dealers is required.

Information about the status of a complaint
We will inform you when the status of your complaint changes.  If you made your complaint application online, you will be able to check its status anytime by using the VSA’s Consumer Portal. 

For information about the complaint process, click here.