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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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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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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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.

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.
• 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 (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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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