CAMVAP News

2023 Canadian Motor Vehicle Arbitration Plan Annual Report

Tue, 03 Sep 2024 15:35:42 GMT

PDF COPY OF THE MEDIA RELEASE – SEPTEMBER 2024

2023 Canadian Motor Vehicle Arbitration Plan Annual Report

The Canadian Motor Vehicle Arbitration Plan released its 2023 Annual Report today with the key highlights being that while the number of cases that were handled by the program were down from 2022, of those cases that went on to full arbitration, the consumer prevailed in whole or in part 67% of the time, reflecting a 10% increase over 2022.

CAMVAP is free to consumers and provides dispute resolution services in all Canadian Provinces and Territories. Hearings are held in the consumer’s home locale and decisions are binding on both the consumer and the manufacturer.

Participating manufacturers include Ford, General Motors, Honda, Hyundai, Jaguar Land Rover, KIA, Mazda, Lucid Motors, Mercedes Benz, Nissan, Porsche, Subaru, Toyota, Volkswagen, and Volvo.

For more information, consumers are encouraged to go to the CAMVAP website at www.camvap.ca where they can start their application online at any time. Consumers can also access CAMVAP by calling 1-800-207-0685.

Media Contact:

Stephen Moody

General Manager

Canadian Motor Vehicle Arbitration Plan

(416) 490-0615

smoody@camvap.ca

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2022 Canadian Motor Vehicle Arbitration Plan Annual Report

Mon, 31 Jul 2023 20:52:05 GMT

PDF COPY OF THE MEDIA RELEASE – JULY, 2023

2022 Canadian Motor Vehicle Arbitration Plan Annual Report

The Canadian Motor Vehicle Arbitration Plan released its 2022 Annual Report today.

This was the first full year of operation post-COVID. Key to case handling, the arbitrators and the parties were able to complete in person hearings and in person examinations of the consumer’s vehicle.

CAMVAP’s caseload trended downward as operations normalized and consumers and the manufacturers returned to in person hearings and program operations. At the same time, initial contact with the program increased. Where the consumer’s case went fully to arbitration, the consumer prevailed in whole or in part 57% of the time. When conciliated cases that were resolved before an arbitration being held are factored in, consumers who accessed the program achieved a positive resolution rate of 69%.

Participating manufacturers include Ford, General Motors, Honda, Hyundai, Jaguar Land Rover, KIA, Mazda, Lucid Motors, Mercedes Benz, Nissan, Porsche, Subaru, Toyota, Volkswagen, and Volvo.

Media Contact:

Mr. Stephen Moody
General Manager
Canadian Motor Vehicle Arbitration Plan
416-490-0615
smoody@camvap.ca

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Government of Nunavut Public Service Announcement

Tue, 28 Mar 2023 19:42:14 GMT

Public Service Announcement Canadian Motor Vehicle Arbitration Plan

Start Date: March 28, 2023

End Date: March 31, 2023

Nunavut-wide 60 sec

With the sealift season fast approaching, the Department of Community and Government Services’ Consumer Affairs Division would like to advise Nunavummiut of consumer protection available for automobile purchases.

The Canadian Motor Vehicle Arbitration Plan (CAMVAP) is a national arbitration program that helps consumers resolve disputes with a vehicle manufacturer. CAMVAP helps address consumer issues pertaining to vehicle defects and warranty disputes for current vehicles or four previous model years.

The Arbitration Plan ensures fair and equitable dispute resolution by using arbitrators independent from the program. Possible remedies include repair at the manufacturer’s expense, reimbursement for repairs, refund for out-of-pocket expenses, or vehicle buyback.

CAMVAP is a not-for-profit organization composed of the automobile industry, provincial and territorial government representatives, and consumers. To find out which manufacturers participate in the program, visit CAMVAP.

For more information, contact:

Consumer Affairs Division

ConsumerProtection@gov.nu.ca

1-866-223-8139 (toll free)

Canadian Motor Vehicle Arbitration Plan

info@camvap.ca

1-800-207-0685 (toll free)

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ᑭᒃᑯᑐᐃᓐᓇᕐᓄᑦ ᑐᓴᕋᑦᓴᐃᑦ ᐊᑐᐃᓐᓇᐃᑦ ᐃᓄᒃᑎᑐᑦ, ᖃᓪᓗᓈᑎᑐᑦ ᐃᓄᐃᓐᓇᖅᑐᓐ ᐅᐃᕖᑎᑐᓪᓗ ᐅᕙᓂ www.gov.nu.ca.

Public Service Announcements are available in Inuktitut, English, Inuinnaqtun and French on www.gov.nu.ca.

Kavamatkunnin Tuhaqtitaujukhat hailihimajun Inuktitut, Qablunaatun, Inuinnaqtun Uiuitullu uvani www.gov.nu.ca.

Les messages d’intérêt public sont disponibles en inuktitut, en anglais, en inuinnaqtun et en français au www.gov.nu.ca.

Communications

Media Contact:

Hala Duale

Communications Specialist

Community and Government Services

867-975-5406

hduale@gov.nu.ca

2021 Canadian Motor Vehicle Arbitration Plan Annual Report

Wed, 13 Jul 2022 19:49:11 GMT

PDF COPY OF THE MEDIA RELEASE – JULY, 2022

2021 Canadian Motor Vehicle Arbitration Plan Annual Report

The Canadian Motor Vehicle Arbitration Plan (CAMVAP) released its 2021 Annual Report today.

This was the program’s second year operating under Covid-19 restrictions and its 27th year of operation. CAMVAP operations re-opened in 2021 with web hearings being held and technical inspections of vehicles resuming. In the latter part of the year, some arbitration hearings were held in person as the Covid-19 rules were relaxed. The operational changes approved by the Board of Directors in 2020 were fully implemented in 2021.

“In the face of COVID-19 restrictions and limitations CAMVAP worked diligently to provide continuity of service to consumers and to the manufacturers” stated David Adams, Chair of the CAMVAP Board of Directors. “Caseload returned to 2019 levels” noted Mr. Adams. “A significant part of the operational success was through manufacturers changing their processes, pivoting to web-based hearings and consumers embracing online hearings as well.”

The program, which is free to consumers, provides dispute resolution services in all the Canadian Provinces and Territories. Hearings are held in the consumer’s home locale and the decisions are binding on both the consumer and the manufacturer. More detailed information on cases and the results from the arbitration are posted on the program’s website.

Participating manufacturers include Ford, General Motors, Honda, Hyundai, Jaguar Land Rover, KIA, Mazda, Mercedes Benz, Nissan, Porsche, Subaru, Toyota, Volkswagen and Volvo.

For more information consumers are encouraged to go to the CAMVAP website at www.camvap.ca. where they can start their application through online at any time. Consumers can also access CAMVAP by calling 1-800-207-0685.

Media Contact:

Mr. Stephen Moody
General Manager
Canadian Motor Vehicle Arbitration Plan
416-490-0615
smoody@camvap.ca

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2020 Canadian Motor Vehicle Arbitration Plan Annual Report

Wed, 16 Jun 2021 12:58:53 GMT

PDF COPY OF THE MEDIA RELEASE – JUNE, 2021

2020 Canadian Motor Vehicle Arbitration Plan Annual Report

The Canadian Motor Vehicle Arbitration Plan (CAMVAP) released its 2020 Annual Report today.

CAMVAP annually releases its report outlining program results. The program, which is free to consumers, provides its dispute resolution services in all the Canadian Provinces and Territories. Hearings are held in the consumer’s home locale and the decisions are binding on both the consumer and the manufacturer. More detailed information on cases and the results from the arbitration are posted on the program’s website.

Covid impacted our lives and the conduct of business significantly. CAMVAP successfully made many operational changes during 2020 to allow the program to continue to provide arbitration services to consumers and the manufacturers of their vehicles,” said David Adams, Chair of the CAMVAP Board of Directors.

Mr. Adams noted that, “changes to the program were made to improve the handling of aftermarket parts on vehicles and issues of connectivity to third party devices so that both manufacturers and consumers had greater clarity around what issues CAMVAP can assist with.”

Participating manufacturers include Ford, General Motors, Honda, Hyundai, Jaguar Land Rover, KIA, Mazda, Mercedes Benz, Nissan, Porsche, Subaru, Toyota, Volkswagen and Volvo.

Stephen Moody, the program’s General Manager noted “consumers can access CAMVAP and start their application directly through the CAMVAP website at www.camvap.ca or by phone at 1-800-207-0685.”

Contacts

Stephen Moody
General Manager, CAMVAP
416-490-0615 extension 201 (for media contact only)

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COVID-19 Notice

Thu, 16 Apr 2020 16:15:29 GMT

The CAMVAP COVID protocols for both in person hearings (link to in-person hearing protocol) and technical inspections (link to technical inspection protocol) are at these two links.

The wearing of masks or face coverings and maintaining physical distancing will continue to be followed as laid out in each of the policies.

CAMVAP will continue to monitor and modify as appropriate these protocols as conditions change with respect to the handling of COVID-19.

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While governments across the country are continuing to make changes to the COVID-19 protocols, CAMVAP will for the immediate short term continue with certain limitations for in person hearings and technical inspections The CAMVAP COVID protocols for both in person hearings (link to in-person hearing protocol) and technical inspections (link to technical inspection protocol) are at these two links.

The wearing of masks or face coverings and maintaining physical distancing will continue to be followed as laid out in each of the policies.

It is expected that these policies will be modified within the next 30 days to reflect further changes to government health policies.

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While governments across the country are starting to make changes to the COVID-19 protocols, mostly for food service and personal service businesses, the CAMVAP COVID protocols for both in person hearings (link to in-person hearing protocol) and technical inspections (link to technical inspection protocol) remain in force. Maintaining these protections for all parties and service providers involved in the CAMVAP process provides additional protection while we await the changing protocols from the governments. The attached protocols have been modified to mostly change the requirements with respect to travel outside the country and the number of days to quarantine when a person is required to do so.

The wearing of masks or face coverings and maintaining physical distancing will continue to be followed when in-person hearings or technical inspections are being conducted.

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Effective February 12, 2021 CAMVAP has issued updated protocols for how in-person hearings (link to in-person hearing protocol) or technical inspections (link to technical inspection protocol) will be conducted with respect to minimizing risk with respect to Covid-19 and are available under the respective links. These protocols were updated based on the Covid-19 Screening Tool for Businesses and Organizations issued by the Office of the Chief Medical Officer of Health. The wearing of masks or face coverings and maintaining physical distancing will continue to be followed when in-person hearings or technical inspections are being conducted.

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Effective September 7, 2020 CAMVAP has resumed in-person hearings and technical inspections in most Provinces and Territories. The protocols for how in-person hearings (link to in-person hearing protocol) or technical inspections (link to technical inspection protocol) will be conducted with respect to minimizing risk with respect to Covid-19 are available under the respective links. These protocols which included the wearing of masks or face coverings and maintaining physical distancing will be followed when in-person hearings or technical inspections are being conducted.

CAMVAP continues to accept cases for arbitration under the program, but due to the Covid-19 pandemic we are unable to determine at this time when in-person hearings for those cases will commence.

The stay at home and physical distancing requirements remain in place and are being followed. Please consider this delay in having your case heard when you are determining if CAMVAP is the right alternative for you.

We remain concerned from a health and safety perspective for all participants in the program and will not be scheduling hearings until it is appropriate to do so.

The ability to re-open, across Canada or regionally is being monitored daily. There will be update notices here when new information can be added with respect to the planning for hearings or technical inspections as ordered through the program.

If you have any questions, please contact the CAMVAP provincial administrator at 1-800-207-0685.

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CAMVAP as with many other organizations is concerned about the health and safety of program participants, particularly during the COVID-19 Pandemic. The head office and most of the Provincial Administrator’s offices are closed but contact with the program continues to be available through toll-free telephone at 1-800-207-0685 and through the Claims Management System on our website.

CAMVAP staff is working remotely, so please expect some delay in response to telephone communications. Email communications remain at full service. For consumers with current CAMVAP cases the Provincial Administrator will continue to be in contact with you.

As a Covid-19 mitigation strategy, arbitrators are not allowed to travel or attend hearings until it is safe for them to do so. The program will be guided by the stay at home and the social/physical distancing guidelines currently in force. There will be significant delays in handling of cases as it is currently not possible to hold in person hearings or to have technical inspections of vehicles completed.

Applications for arbitration will continue to be accepted, but the timeline for completion of a case will be delayed.

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CAMVAP as with many other organizations is concerned about the health and safety of program participants, particularly during the COD-19 Pandemic. The head office and most of the Provincial Administrator’s offices are closed but contact with the program continues to be available through toll-free telephone at 1-800-207-0685 and through the Claims Management System on our website.

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Consumers Benefit from New Changes to Free Vehicle Arbitration Program

Mon, 17 Sep 2018 22:14:37 GMT

PDF COPY OF THE MEDIA RELEASE – SEPTEMBER 17, 2018

Consumers Benefit from New Changes to Free Vehicle Arbitration Program

Mark Nantais, Chair of the Canadian Motor Vehicle Arbitration Plan (CAMVAP) Board of Directors, announced two major amendments to the program that will increase the amount reimbursed to consumers should the arbitrator order the manufacturer to buy back their vehicle as an outcome of a CAMVAP hearing.

These changes can increase the buyback amount from a few hundred dollars to up to $3,000, depending on a combination of the original cost of the vehicle and the number of kilometers the vehicle. has been driven at the time of the arbitration hearing”.
Additionally, the amount that can potentially be awarded by the arbitrator for out of pocket expenses has been increased to $1,000 from $500. This change to the program will assist consumers who encounter expenses for vehicle rentals, taxis, towing and accommodation expenses that have been incurred because of the problems with the vehicle.

“These progressive changes to the program reflect more current circumstances of vehicle ownership and collaboration at the CAMVAP Board, which is comprised of Consumers’ representatives, government representatives and industry representatives,” said Mr. Nantais. “Importantly, they also provide greater monetary benefit to consumer,” added Nantais.

Gary Frost, a member of CAMVAP’s Board of Directors representing Quebec’s Office of Consumer Protection noted that, “the changes demonstrate the value of CAMVAP, a dispute resolution program that can be quickly updated any time in accordance with the evolution of the automotive sector and consumer needs.”

CAMVAP is available at no charge to consumers. Eligible vehicles are from the current model year plus four model years. 2014 and newer vehicles are eligible until the annual September 30th deadline after which 2015 and newer vehicles will be eligible. Consumers can access information about CAMVAP at www.camvap.ca or by calling toll free 1-800-207-0685

Contacts

Stephen Moody
General Manager, CAMVAP
416-490-0615 extension 201 (for media contact only)

CAMVAP is a national program for consumers to resolve disputes with the manufacturers of their vehicles for alleged defects in the assembly of the vehicle or materials used to make the vehicle and the application or administration of the manufacturer’s new vehicle warranty. The disputes are resolved through arbitration. CAMVAP members include all the Provincial and Territorial Governments, the Consumers Association of Canada, the Canadian Vehicle Manufacturer’s Association, the Global Automakers of Canada and the Canadian Automobile Dealers Association. The program is fully funded by the vehicle manufacturers.

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2016 and 2017 Canadian Motor Vehicle Arbitration Plan Annual Report

Thu, 02 Aug 2018 22:13:59 GMT

PDF COPY OF THE MEDIA RELEASE – AUGUST, 2018

2016-2017 Canadian Motor Vehicle Arbitration Plan Annual Reports: CAMVAP enhances consumer access

The Canadian Motor Vehicle Arbitration Plan (CAMVAP) released its 2016-2017 Annual Reports today.

Trevor Todd, Chair of the CAMVAP board of directors notes, “CAMVAP introduced its new web-based Claims Management System (CMS) in late 2016 and consumers now have the option of starting the process and managing their case right from the CAMVAP website. I am pleased to say that 90% of consumers managed their cases online in 2017.”

The format of these annual reports has changed with new info-graphics that explain the results from the cases. Says Mr. Todd, “these graphically improved reports are part of CAMVAP’s commitment to ensure all program stakeholders are better informed on the programs activities and results.” CAMVAP also posts results of cases by vehicle make, model and year on its website.

CAMVAP is a program that allows disputes between consumers and vehicle manufacturers to be resolved through binding arbitration. Disputes about alleged defects in the assembly of a vehicle or implementation of the new vehicle warranty are eligible for arbitration.

The program covers over 94% of the passenger vehicles, vans, SUVs and light trucks in every province and territory of Canada. Participating manufacturers include Fiat Chrysler, Ford, General Motors, Honda, Hyundai, Jaguar Land Rover, KIA, Mazda, Mercedes Benz, Nissan, Porsche, Subaru, Toyota, Volkswagen and Volvo.

Stephen Moody, the program’s General Manager notes “consumers can access CAMVAP and start their application directly through the CAMVAP website at www.camvap.ca or by phone at 1-800-207-0685.

Contacts

Stephen Moody
General Manager, CAMVAP
416-490-0615 extension 201 (for media contact only)

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2015 Canadian Motor Vehicle Arbitration Plan Annual Report

Wed, 10 Aug 2016 22:13:19 GMT

PDF COPY OF THE MEDIA RELEASE – AUGUST, 2016

The Canadian Motor Vehicle Arbitration Plan (CAMVAP) announced the release of its 2015 Annual Report today.

Trevor Todd, Chair of the board of directors noted that “CAMVAP is transparent in its communication approach with the annual reports being posted to our website along with the case results for the year. Consumers should be able to see the program statistics in a clear and consistent presentation’. This is consistent with our commitment to being fair, fast, friendly, free and final”.

For eligible vehicles under the CAMVAP program, arbitrators may order a manufacturer to repair the vehicle at its expense, pay certain out-of-pocket expenses to the consumer, reimburse consumers for repairs that have previously been paid for, that the manufacturer buyback the vehicle using the formula set out in the Agreement for Arbitration, or, that the manufacturer has no liability in the matters that are under arbitration. The Agreement for Arbitration outlines the requirements for both the consumer and vehicle manufacturer and the conditions for eligibility. CAMVAP also covers pre-case inspections of the vehicle up to $500 if the consumer applies for this payment and prevails at the hearing.

Stephen Moody, the program’s General Manager noted that “CAMVAP provides consumers with the tools to resolve issues with the manufacturer of their vehicle. CAMVAP is a unique Canada-wide solution to resolving disputes about alleged vehicle defects or how the manufacturer is implementing its new vehicle warranty’.

Participating manufacturers include Fiat Chrysler, Ford, General Motors, Honda, Hyundai, Jaguar Land Rover, KIA, Mazda, Mercedes Benz, Nissan, Porsche, Subaru, Toyota, Volkswagen and Volvo. Trevor Todd noted that “CAMVAP covers just over 94% of the passenger vehicles, vans, SUV’s and light trucks sold in the Canadian market place”.

Consumers can access CAMVAP and start their application directly through the CAMVAP website or by contacting the program’s provincial administrators at 1-800-207-0685.

Contacts

Stephen Moody
General Manager, CAMVAP
416-490-0615 extension 201 (for media contact only)

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2012 and 2013 Canadian Motor Vehicle Arbitration Plan Annual Reports

Thu, 07 Aug 2014 22:12:28 GMT

PDF COPY OF THE MEDIA RELEASE – AUGUST 7, 2014

The Canadian Motor Vehicle Arbitration Plan (CAMVAP) announced the release of its 2012 and 2013 annual report today.

“These annual reports provide the reader with a cross Canada statistical review of the program’s achievements during 2012 and 2013” said David Adams, Chair of the board of directors. “It is important for consumers to know that CAMVAP is readily available when issues about their vehicle cannot be resolved with the dealer and the manufacturer”.

CAMVAP, Canada’s national dispute resolution program for automobile consumers and the manufacturers of their vehicles, is fair, fast, friendly, free and final.

Stephen Moody, General Manager noted that “CAMVAP cases are handled the same way in all of the provinces and territories. Wherever possible the hearings are held in the consumer’s home town and location making access to the program as easy as possible”.

The participating manufacturers include Chrysler, Ford, General Motors, Honda, Hyundai, Jaguar Land Rover, KIA, Mazda, Mercedes-Benz, Nissan, Porsche, Subaru, Toyota, Volkswagen and Volvo.

Consumers can access CAMVAP directly through its website at www.camvap.ca or by contacting the program’s provincial administrators at 1-800-207-0685.

Contacts

Stephen Moody
General Manager, CAMVAP
416-490-0615 extension 201 (For media contact only)

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National Vehicle Arbitration Plan Gets a New Look

Tue, 29 May 2012 22:11:57 GMT

PDF Copy of media release – May 29, 2012

(Hart House, Toronto) The Canadian Motor Vehicle Arbitration Plan (CAMVAP) – Canada’s largest consumer arbitration program ‐ unveiled its new logo and completely redesigned website yesterday.

“In the automotive industry vehicle models change every year ‐ usually with significant upgrades ‐ our logo and website were eighteen years old and it was time for a model change,” said David Adams, Chair of the CAMVAP Board of Directors.

“Like a new model year vehicle, the redesigned website has been upgraded, which will make it significantly easier for consumers to access information about CAMVAP’s services”, added Adams further noting that “The new logo and visual identity for CAMVAP symbolizes the partnership of government, consumers, dealers and manufacturers and the logo’s colour and maple leaf identify CAMVAP as being uniquely Canadian as our services are available from coast to coast at no cost to the consumer.”

Ontario’s Consumer Services Minister, the Honourable Margarett Best was in attendance at the announcement and congratulated CAMVAP for its 18 successful years of providing arbitration services to consumers and manufacturers.

“From its beginnings in Ontario in 1994, CAMVAP has become a consumer success story in every province and territory right across the country with positive success rates for consumers and a strong commitment from manufacturers to make things right.” said Minister Best.

CAMVAP is a national arbitration plan for resolution of disputes between consumers and the manufacturers of their vehicles. The program’s services are free to consumers and fully paid by the vehicle manufacturers. CAMVAP dispute resolution services are available for vehicles that are from the current plus four model years (presently 2008 and newer) regarding disputes between the consumer and the manufacturer about alleged manufacturing defects or the implementation of the new vehicle warranty. If the consumer prevails in the arbitration, CAMVAP arbitrators can order the manufacturer to buy the vehicle back, repair it, reimburse the consumer for repairs that have already been done and reimburse consumers for a set range out of pocket expenses related to the program rules.

For 2011, CAMVAP arbitrators made 83 repair awards, 11 reimbursements for repairs awards totaling slightly over $17,000, and 70 buyback awards totaling $1,930,402. There were 315 new applications handled with 269 cases going to arbitration during the calendar year, 14 cases being settled before arbitration, 39 cases withdrawn by the consumer and 5 cases found to be ineligible. CAMVAP’s target is to have the consumer’s case processed with consumer receiving the result in less than 70 days.

Consumers can contact CAMVAP through the website at www.camvap.ca or at 1‐800‐207‐ 0685.

Contacts:

Stephen Moody
General Manager, CAMVAP
416‐490‐0615 ext 201
smoody@camvap.ca

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Enhancements Made to Vehicle Arbitration Program for Consumers

Thu, 01 Dec 2011 23:11:16 GMT

The Canadian Motor Vehicle Arbitration Plan (CAMVAP) recently announced two key changes to the program – the inclusion of manufacturer-backed extended service contracts in the “buy-back” calculation and access to an additional $500 for diagnostic testing.

CAMVAP is a free service to consumers that arbitrates disputes dealing specifically with cases of alleged defects in vehicle assembly or materials used in the manufacture of the consumer’s vehicle or allegations about the application or administration of the manufacturer’s new vehicle warranty.

“Consumers who are seeking a buy-back of their vehicle through the CAMVAP program will now be able to include the cost of manufacturer-backed extended service contracts in the buyback calculation,” said David Adams, Chair of the program. These contracts can often cost the consumer about $1,000 or more if they are purchased at the time the vehicle is bought or leased.

“Consumers will also now have access to $500 for diagnostic testing of their vehicle as part of presenting their case.” added Adams. “This will assist consumers in coming to the program with an independent analysis to support their case.”

“These two changes are part of the program’s ongoing review of its Agreement for Arbitration to keep up with changes in the Canadian vehicle market place. Their inclusion in the program underscores the value of the collaborative non-regulatory approach CAMVAP offers.” commented Adams.

The program handles about 300 cases a year and covers vehicles from the current model year plus four model years, which is from 2008 and newer vehicles.

Consumers wishing to access the program can start their application for CAMVAP directly through the program’s website at www.camvap.ca or by contacting the program’s provincial administrators at 1-800-207-0685.

The Canadian Motor Vehicle Arbitration Plan is a national dispute resolution program to resolve issues between consumers and the manufacturers of their vehicles. CAMVAP is a no charge service to consumers managed through a partnership of government, consumer, dealer and manufacturers. The costs for CAMVAP are fully underwritten by the industry. The program is a sign of the participating company’s commitment to resolving disputes with their dealer’s customers in a way that is fast, fair friendly, free and with a result that is final. The program has been available to consumers since 1994.

Contacts:

Stephen Moody
General Manager
CAMVAP
416-490-0615 ext 201
smoody@camvap.ca

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Resolving Issues with Vehicle Manufacturers Canadian Motor Vehicle Arbitration Plan 2008 and 2009 Annual Reports

Mon, 13 Sep 2010 22:10:25 GMT

PDF COPY OF THE MEDIA RELEASE – SEPTEMBER 13, 2010

(September 13, 2010) The Canadian Motor Vehicle Arbitration Plan announced release of its 2008 and 2009 annual reports today.

“CAMVAP is where consumers can go to resolve disputes with the manufacturer of their vehicle. It is fast, fair, friendly, free and the results are final” says Dr. James Savary, the Chair of CAMVAP and a consumer representative on its board of directors. “It is important for consumers to know that CAMVAP is there for them if our services are needed”.

“CAMVAP is fast, free, fair, friendly and final” says Savary. “Lets both the consumer and the manufacturer resolve their problems and provides a way forward for both participants. The program covers two distinct areas, disputes about defects in the assembly of the vehicle or how the manufacturer is administering the new vehicle warranty”.

CAMVAP really works!

In 2008, the program handled 346 cases with 102 vehicles ordered to be bought back by the manufacturer for a total of 1.82 million dollars. Eighteen consumers received reimbursements for repairs they had made totaling $38,000 and 72 orders were made for manufacturers to repair the consumer’s vehicle at no cost.

In 2009, the program handled 285 cases with 93 vehicles ordered to be bought back at 2.14 million dollars. Ten consumers received reimbursement for repairs they had made totaling almost $18,000 and 62 repair orders were made.

“Chrysler, Ford, General Motors, Honda, Hyundai, Jaguar, KIA, Land Rover, Mazda, Mercedes-Benz, Nissan, Porsche, Subaru, Suzuki, Toyota, Volkswagen and Volvo all participate in CAMVAP” says Savary. The manufacturers that are not in the program are BMW, which includes the Mini and Rolls-Royce brands and Mitsubishi. Savary continues “the manufacturers that participate in the
program understand the need for consumers to have access to an alternative to the courts when there is a dispute”.

“CAMVAP is an important part of the manufacturer’s tool kit to resolve issues with their customers” says Mark Nantais, an industry representative on the CAMVAP board. “CAMVAP is a very positive program for consumers and manufacturers work very hard to quickly resolve their cases.”

Consumers can start the CAMVAP process directly from its website at www.camvap.ca or by calling 1-800-207-0685. The process takes about 70 days to complete and the hearings are held in the consumer’s home community.

Media Contacts

Steve Moody
General Manager, CAMVAP
416-750-4046 ext 201
smoody@camvap.ca

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Multilingual Information about the Canadian Motor Vehicle Arbitration Plan now Available on the Web

Sun, 16 Aug 2009 22:09:45 GMT

PDF COPY OF THE MEDIA RELEASE – AUGUST 16, 2009

Information in Arabic, Cantonese, Inuktitut, Italian, Korean, Mandarin, Polish, Portuguese, Punjabi, Russian, Spanish, Tagalong, Tamil, Urdu and Vietnamese is now available on the CAMVAP website at www.camvap.ca.

James Savary, the chair of the CAMVAP board of directors said today that “this multilingual information will help many Canadian residents better understand the availability of CAMVAP and how to access this important consumer dispute resolution program”.

CAMVAP covers two types of disputes with vehicle manufacturers: allegations of defects in vehicle assembly and application or administration of the manufacturer’s new vehicle warranty.

Savary noted that “while our services are provided in English and French, the multilingual information will give consumers basic information about whether CAMVAP may be available to them. Then, with the help of friends or through community language services, contact can be made with CAMVAP. Many consumers have gone through our arbitration service using friends, relatives or agents to help them bridge the language gap. Enabling consumers by getting the information to them in the first place is the goal of this initiative.”

Consumers can call 1-800-207-0685 from anywhere in Canada or click on to www.camvap.ca. The website is rich in information about CAMVAP and how to apply for the program. The application process can be started straight from the website.

Consumers can find out more about CAMVAP by referring to the participating manufacturer’s warranty handbook or operator’s manual or by contacting CAMVAP directly at 1-800-207-0685 or clicking at www.camvap.ca.

Quick Facts

CAMVAP covers disputes about allegations of defects in vehicle assembly or about the application or implementation of the manufacturer’s new vehicle warranty. Program eligibility includes vehicles from the current model year (2009) plus 4 model years (presently 2005) that have travelled less than 160,000 kilometers.
Since 1994, CAMVAP’s provincial administrators across the country have handled just over 108,000 consumer contacts. Many of these contacts are for information about the program and how to take the steps needed to resolve issues with the manufacturers. At the end of 2008, consumers had filed 8005 claim forms with the program since 1994. This ranges from a low of three in Nunavut Territory to 3,835 claims filed in Ontario.

Manufacturers that participate in the program are listed in the information packages.

Media Contacts

Steve Moody
General Manager
CAMVAP
smoody@camvap.ca
416-490-0615 ext 201

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Auto Dispute Resolution Program Celebrates 15 Years of Service to Consumers and to the Auto Industry

Thu, 16 Apr 2009 22:09:02 GMT

PDF COPY OF THE MEDIA RELEASE – APRIL 16, 2009

In April 2009, The Canadian Motor Vehicle Arbitration Plan (CAMVAP) celebrates its 15th year of successfully providing automotive dispute resolution services to the Canadian marketplace.

It’s the Canadian way. Find a way for 13 governments and 16 automobile manufacturers to agree on how to resolve consumers’ issues with their vehicles. CAMVAP first opened its doors on April 4th, 1994 and has become a national program that provides services to consumers across the country. James Savary, a consumer representative and Chair of the CAMVAP Board of Directors said, “CAMVAP has been a groundbreaking and innovative approach to resolving consumers concerns about their vehicles. It provides a great service to all parties involved.”

CAMVAP covers two types of disputes with vehicle manufacturers.

The most frequent disputes raised by consumers are allegations of defects in vehicle assembly. The other type of dispute is over the application or administration of the manufacturer’s new vehicle warranty.

CAMVAP’s customer satisfaction record is exemplary. In 2007 a survey found that 74% of consumers that used the program rated their experience with CAMVAP as excellent or good. Savary added, “The success of the CAMVAP program can be largely attributed to the commitment of participating manufacturers and their authorized dealers to see a fair and balanced outcome for their customers when disputes arise and cannot be resolved. While vehicle manufacturers are building better quality vehicles and try to resolve consumer concerns as soon as possible, the no cost CAMVAP program remains an effective ‘court of last resort’.”

CAMVAP will continue to work to provide consumers and manufacturers with a fair, fast, free, and friendly way to resolve disputes.

Quick Facts

CAMVAP covers disputes about allegations of defects in vehicle assembly or about the application or implementation of the manufacturer’s new vehicle warranty. Program eligibility includes vehicles from the current model year (2009) plus 4 model years (presently 2005) that have travelled less than 160,000 kilometers.
Since 1994, CAMVAP’s provincial administrators across the country have handled just over 108,000 consumer contacts. Many of these contacts are for information about the program and how to take the steps needed to resolve issues with the manufacturers. At the end of 2008, consumers had filed 8005 claim forms with the program since 1994. This ranges from a low of three in Nunavut Territory to 3,835 claims filed in Ontario.
About 70% of all cases handled favour the consumer.
During the same period CAMVAP arbitrators ordered 1183 buybacks of consumer vehicles for a value of $23.9 million dollars. In these cases the CAMVAP arbitrator found a buyback to be the fairest remedy, given the evidence presented at the hearing.
Repair orders are another remedy and are a significant part of the CAMVAP program. Since 2000 more than 1800 repair orders have been made by CAMVAP arbitrators. These are orders which require the manufacturer to repair the vehicle as directed by the arbitrator. The case can go back to the arbitrator if the vehicle is not repaired properly or if the problem recurs within 90 days following completion of the repairs.
Another award that consumers can receive through CAMVAP is reimbursement for repairs for which the consumer was obliged to pay. Since 1994, CAMVAP arbitrators have made 637 reimbursement orders, valued at just over $877,000. These are for customers who just want a refund of their payment for specific repairs to their vehicle. In such cases the customer has generally been denied warranty repairs but believes that the manufacturer should have been responsible for those repairs.
The program also provides for nominal out-of-pocket allowances for items such as towing, diagnostic testing and emergency accommodations for problems caused by the vehicle.
In 2008 CAMVAP handled 346 cases. An additional 34 cases were withdrawn by the consumer and 7 were found to be ineligible.
The table below lists those manufacturers that belong to the CAMVAP program. CAMVAP’s goal is to persuade all vehicle manufacturers that sell in Canada to participate in the program.

In the Program
Chrysler
Ford
General Motors
Honda
Hyundai
Jaguar/Land Rover
KIA
Mazda
Mercedes-Benz
Nissan
Porsche
Subaru
Suzuki
Toyota
Volkswagen
Volvo

Not in the Program
BMW
Mini
Mitsubishi
Ferrari
Laborghini

Process for Consumers

It is easy for consumers to contact CAMVAP. Call 1-800-207-0685 from anywhere in Canada or click on to www.camvap.ca. The website is rich in information about CAMVAP and how to apply for the program. The application process can be started right from the website.

Media Contacts

Steve Moody
General Manager
CAMVAP
smoody@camvap.ca
416-490-0615 ext 201

Provinces	General Inquiries	Claim Forms Received
British Columbia	14,370	796
Alberta	9,710	1,025
Saskatchewan	8,868	284
Manitoba	1,855	386
Ontario	57,159	3,835
Quebec	10,349	716
New Brunswick	1,407	237
Nova Scotia	2,212	340
Prince Edward Island	220	43
Newfoundland & Labrador	1,726	318
Nunavut	15	3
Northwest Territories	145	14
Yukon Territories	47	8
Totals	108,083	8,005

Buy-Backs	Total # of cases	Total $
British Columbia	114	$2,746,457.29
Alberta	186	$4,031,335.23
Saskatchewan	37	$827,613.39
Manitoba	57	$1,110,523.83
Ontario	542	$10,595,991.53
Quebec	115	$2,197,184.37
New Brunswick	29	$547,159.61
Nova Scotia	37	$670,532.09
Prince Edward Island	4	$55,787.45
Newfoundland & Labrador	58	$1,069,567.51
Nunavut	0	–
Northwest Territories	1	$193.94
Yukon Territories	3	$42,001.18
Totals	1183	$23,894,347.42

Reimbursement for Repairs	Total # of cases	Total $
British Columbia	72	$103,455.93
Alberta	77	$125,426.32
Saskatchewan	25	$52,534.21
Manitoba	33	$51,316.06
Ontario	310	$387,522.35
Quebec	55	$99,625.39
New Brunswick	9	$7,805.61
Nova Scotia	29	$23,900.86
Prince Edward Island	3	$2,649.43
Newfoundland & Labrador	20	$17,777.49
Nunavut	1	$5,007.63
Northwest Territories	1	$169.37
Yukon Territories	2	$631.54
Totals	637	$877,822.19

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2007 Annual Report

Thu, 31 Jul 2008 22:08:00 GMT

2007 ANNUAL REPORT (PDF)

This document is available in a PDF format. You’ll need a copy of Adobe Acrobat or a PDF plug-in for your web browser to view the document. Adobe Acrobat is available at http://www.adobe.com

“We want consumers to know about us” says Jim Savary, the Chair of the Canadian Motor Vehicle Arbitration Plan. “When something goes wrong with their vehicle and the problem cannot be resolved with the dealership, it helps the consumer to know that there is a dispute resolution program available to them”.

So, what is CAMVAP and how does it affect you?

CAMVAP has just released its 2007 annual report on its website at www.camvap.ca.

Some background will help:

CAMVAP is where consumers can go when they are not able to resolve a dispute with the manufacturer of their vehicle.

It’s an arbitration plan that is fast, fair, free, friendly and final. It covers vehicles from the current model year and back for four model years which translates at present to 2004 and newer. At September 30th, coverage will include 2005 and newer vehicles.

Does it really work?

In 2007, Arbitrators ordered 87 vehicles to be bought back for a total of just over $2,000,000.

Eighteen consumers received reimbursement of expenses totaling just over $44,000 or about $2,500 per case.

In the 302 arbitrated cases, there were 67 repair orders where the manufacturer was ordered to repair the consumer’s vehicle at its expense.

CAMVAP cases are about two issues: whether there is a manufacturing defect with the vehicle or whether the manufacturer has implemented its new vehicle warranty properly. The program is free of cost to consumers and is available to consumers in all provinces and territories.

One of the distinct advantages of the program is the simple fact it exists in the marketplace. It allows the consumer to be on a more level playing field with the manufacturer when a dispute arises. Both sides know that CAMVAP is an option if the dispute cannot be resolved.

More than 50% of consumers that first came to the program but who later did not complete the arbitration process did so because they were able to successfully resolve the issues with the manufacturer of their vehicle.

But even with these successful results some consumers don’t know that the program is available. Savary notes that “getting information out to consumers is difficult even though CAMVAP is mentioned in all of the participating manufacturers’ owner’s manuals or warranty handbooks”.

Savary also noted that not all manufacturers participate in CAMVAP. Those manufacturers that do participate in the program are Chrysler, Ford, General Motors, Honda, Hyundai, Jaguar, KIA, Land Rover, Mazda, Mercedes-Benz, Nissan, Porsche, Subaru, Suzuki, Toyota, Volkswagen and Volvo.

The two key manufacturers that do not participate in the program are BMW, which includes the Mini and Rolls-Royce brands and Mitsubishi. Savary notes “consumers should consider the absence of a dispute resolution program as part of their overall buying decision. There is less of an incentive to settle a dispute when CAMVAP is not an option available to the consumer and also to the manufacturer”.

To reach CAMVAP, consumers should either visit its website at www.camvap.ca or call 1-800-207-0685. Cases take about 70 days to complete. If an in person arbitration hearing is required, it will be held in the consumer’s home town or area.

Contacts:

Stephen Moody
General Manager, CAMVAP
416-490-0615 extension 201
smoody@camvap.ca

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Canada’s National Auto Consumer Arbitration Plan Reaches Milestones

Mon, 05 May 2008 22:06:47 GMT

To the Members of The Automobile Journalists Association of Canada Canada’s National Auto Consumer Arbitration Plan Reaches Milestones

The Canadian Motor Vehicle Arbitration Plan (CAMVAP) reached several significant milestones by the end of 2007 as it completed its 13th year of operation.

CAMVAP is the national arbitration plan under which consumer allegations of manufacturers’ defects or improper application of the manufacturer’s new vehicle warranty can be arbitrated with results that are binding on both the consumer and the manufacturer.

By the end of 2007, more than 5,000 arbitrations had been held leading to the manufacturers being ordered to buy back 1,081 vehicles with a total value of $22,073,190.

Manufacturers were also ordered to complete 1,770 repairs to consumers’ vehicles and reimburse 620 consumers for $837,992 in repairs for which the consumer had initially paid.

The program also handled 102,580 consumer telephone calls requesting information.

Dr. James Savary, who represents the Consumers’ Association of Canada on the program’s board of directors and has been chair of the CAMVAP board for the past 7 years, is enthusiastic about the program. “CAMVAP is truly unique as a dispute resolution program that operates in all provinces and territories under exactly the same rules”, he said. “CAMVAP’s job is to ensure that consumers have a neutral program to resolve problems with their vehicles in an efficient and timely manner. When a consumer has a dispute with the manufacturer over allegations of manufacturing defects or the implementation of the new vehicle warranty, CAMVAP puts both parties in front of an arbitrator who will make the final decision.”

Savary notes that while the buyback results are the attention getter, the program handles many claims where the consumer is not looking for a buyback but rather for repairs or for 2 a refund for repairs already made. These consumers are happy with the vehicle they have and only want a specific problem with that vehicle to be repaired.

Manufacturers make every effort to resolve issues raised by consumers before they become a CAMVAP case. Problems are frequently settled before a CAMVAP hearing is needed; since CAMVAP’s inception, over 800 cases have been settled before the scheduled arbitration date. This is good for consumers and good for the manufacturers. While customer relations are the driving force for this type of settlement, CAMVAP presence is helpful to the consumer in moving the issue forward. The existence of CAMVAP does encourage settlement negotiations in the earlier stages of the problem. Both sides know that CAMVAP is there if a workable solution cannot be reached.

Consumers can find more information about CAMVAP at www.camvap.ca. One of the key features on the website is the VIN checker. Anyone can check to see if a vehicle has been bought back through the program since 2003; all one needs is the VIN number. This information is regularly updated as buyback awards are processed.

CAMVAP covers new and used vehicles from the current plus four model years. For example, in 2008 model years 2004 through 2008 are eligible. The program is free of charge to consumers and cases are normally handled within 70 days. CAMVAP has seven offices across the country to deliver the program and uses the services of about 90 independent arbitrators across Canada to handle the cases. Check the website or call 1-800-207-0685.

All of the major domestic and international manufacturers participate with the exception of BMW and its subsidiary Mini, Mitsubishi and some of the smaller high value vehicle manufacturers such as Maserati, Ferrari, TVR and Lotus.

Savary suggests that consumers consider the availability of CAMVAP as a factor when they are buying or leasing a new vehicle or a late model used vehicle. “While we all want nothing to go wrong with our vehicle that can’t be readily fixed, having CAMVAP available can be a great help when a problem arises”, he observed. “Think of it as a no cost insurance policy”.

CAMVAP will be releasing its 2007 annual report in July.

For Additional Information Contact:

Stephen Moody
General Manager, CAMVAP
416-490-0615 extension 201

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2020 Canadian Motor Vehicle Arbitration Plan Annual Report

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JUNE 20, 2022

FEBRUARY 25, 2022

FEBRUARY 12, 2021

September 4, 2020

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2007 Annual Report

Contacts:

Canada’s National Auto Consumer Arbitration Plan Reaches Milestones

For Additional Information Contact: