Proposal to Create Service Guarantees for Online Vehicle Services

Regulation Number(s):
Instrument Type:
Bill or Act:
Highway Traffic Act
Summary of Decision:
As part of ServiceOntario's public service efficiency commitments, ServiceOntario is introducing the following online service guarantee:

Online licence plate validation renewal orders will be processed within 2 business days from the time the order is received (plus postage time) or the applicant can apply for a service guarantee compensation for the fees amount paid for the validation.

An amendment to Regulation 628 (Vehicle Permits), was required to allow for denial of a refund for the unused portion of a licence plate validation when a customer receives an online licence plate validation service guarantee compensation. This amendment was approved on July 18, 2011, and is effective August 1, 2011.


Further Information:
Proposal Number:
Posting Date:
June 2, 2011
Summary of Proposal:
ServiceOntario is exploring an opportunity to expand its Service Guarantee program to include select vehicle services conducted online. Implementation may require consequential amendments to Regulation 628 of the Highway Traffic Act to ensure applicants do not qualify for two separate payments resulting from a single transaction. The proposed amendment would ensure that applicants who qualify for compensation due to a failed Service Guarantee are no longer eligible for other types of refunds.

ServiceOntario is seeking public consultation and discussion on this proposal. Should the decision be made to proceed with the proposal, all comments received during the consultation period will be considered.

For additional details of the Ministry's proposal, please see attached.
Contact Address:
20 Dundas Street West
4th floor
Toronto, Ontario
M5G 2C2
Effective Date:
August 1, 2011