Dear Licensees,
As part of our ongoing commitment to transparency and industry support, the Vehicle Sales Authority (VSA) continues to share quarterly insights into complaint trends and compliance actions. This edition also highlights recent consumer sentiment research that underscores the importance of trust and transparency in the vehicle sales process.
Please take a moment to review the information below.
FY 2026 – Q1 | Complaint Volume & Trends
Between April 1 and June 30, 2025, the VSA receivedΒ 1,354 consumer cases, marking aΒ 14% increaseΒ compared to the same period in 2024 (1,186 cases). The top five allegations were:
These trends reflect ongoing challenges in transparency and communication during the vehicle sales process. All dealers are encouraged to review their practices and ensure compliance with disclosure obligations under theΒ Motor Dealer Act (MDA).
Recent surveys by Clutch/Angus Reid (2025) and IPSOS (2022) reveal a persistent lack of consumer trust in traditional dealerships:
These findings reinforce the need for dealers to prioritizeΒ clear communication,Β honest practices, andΒ customer-first experiencesΒ to rebuild trust.
Between April 1 and June 30, 2025,Β there were eightΒ Compliance Undertakings. These undertakings involved:
Engaging an unlicensed salesperson; failing to provide the Registrar with requested information; breach of the Code of Conduct; committing or engaging in an unconscionable act or practice; failing to act with honesty and integrity; engaging in deceptive acts or practices; carrying on a business as a motor dealer elsewhere than at the personβs business premises; multiple breaches of the MDA and the BPCPA consisting of multiple failed inspections.
All formal compliance activities are posted on the VSA website within seven days of the decision date. Previous compliance activity reports are also available on the VSA website and may be a useful tool for dealers to evaluate their current business practices.
The Compensation Fund BoardΒ denied one claim involving extended warranty in this period.
