What is ADR?

| Consumer bulletins

In the 2018 – 2019 fiscal year $2,959,045 has been returned to 360 Alberta automotive consumers via alternate dispute resolution (ADR). Since 2001, AMVIC’s consumer services team has facilitated the return of more than $36 million to automotive consumers through ADR.

How does ADR work?

Consumer services is the first point of contact at AMVIC for anyone who has a question or concern about an automotive business or salesperson in the province.

After an online complaint is received, consumer services first gathers information from the consumer, the business and if applicable, the salesperson concerned. AMVIC will often give the business an opportunity to work directly with the consumer in resolving their concern. In some cases, a consumer services officer may coordinate the ADR process with the parties involved.

AMVIC does not have the authority to force a business to enter into negotiations or reimburse a consumer via ADR, as it is a voluntary process. Regardless of the outcome of the ADR, if a breach or potential breach of the legislation is identified, the complaint is referred to investigations and an investigation may be opened.

A resolution via ADR for a consumer does not negate that a breach under the Consumer Protection Act or Criminal Code may have occurred and it does not prevent possible charges, penalties, reviews or other methods of gaining compliance such as Undertakings. However, that the business and consumer have resolved the matter via ADR can be a consideration when an enforcement action is being considered.

If you are seeking reimbursement you may want to consider filing a civil claim against the automotive business through the courts. It is the consumer’s responsibility to cover any and all costs associated with filing a civil claim.

How to file a complaint: