The automotive sector reaches agreement with the Office de la protection du consommateur
The vehicle trade is one of the most closely monitored sectors at the Office de la protection du consommateur (OPC). To give you an idea, during the twelve months ending June 30, 2024, the organization collected more than 6,350 complaints on this subject (20% of all recorded complaints), audited 843 merchants and conducted 56 investigations.
We could also add that 33 criminal proceedings were filed and 63 convictions obtained, again over the same period.
On October 25, the Minister of Justice and Minister responsible for consumer protection, Simon Jolin-Barrette, quietly announced a major partnership between the OPC and the automotive industry to divert disputes from the courts and encourage their rapid resolution online, notably through free mediation.
More specifically, the OPC is joining forces with the Corporation des concessionnaires automobiles du Québec (CCAQ), the Association des marchands de véhicules d'occasion du Québec (AMVOQ) and the Automobile Protection Association (APA) to facilitate the resolution of conflicts that may arise between merchants and consumers in the field of vehicle sales and leasing.
“Thanks to this partnership, citizens who don't necessarily want to go to court to settle a dispute with their dealer will be able to use the Consumer Talk platform, saving time and money,” explained the Minister.
What is the Parle consommation platform?
OPC sees its Parle Consommation platform as an effective solution for improving the automotive sector's complaints record. It enables consumers and retailers to settle their disputes online, without having to go to court. By 2023, more than 2,100 disputes had been handled via this tool, with a consumer satisfaction rate of 89%.“Thanks to this partnership, citizens who don't necessarily want to go to court to settle a dispute with their dealer will be able to use the Consumer Talk platform, saving time and money,” explained the Minister.
Nearly 130 car dealers have already registered, but as of January 1, 2025, CCAQ member dealers will have to register on the platform to obtain a new certification for their corporation.
“Our approach is centred on the desire to bring about a profound transformation in our industry's practices,” said CCAQ President Ian P. Sam Yue Chi. By including Consumer Talk membership in our certification criteria, we're sending a clear message to our 900-plus members about the ethical and compliance standards we want to set for dealers.”
