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MESSAGE TO CUSTOMERS REGARDING DISPUTE RESOLUTION |
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This facility has pledged to uphold the Motorist Assurance Program Pledge to Customers and Standards of Service. If you have a complaint regarding adherence to these standards we encourage you to first speak with the Service Manager or Owner who will be pleased to discuss the issue and, if necessary, review the Uniform Inspection and Communication Standard (UICS) that applies to the situation with your vehicle. We hope that this discussion will show the way to a resolution that is satisfactory to both you and the facility.
Should you not be successful, the manager or owner should provide you with the telephone number for the Customer Service Department contact for the company or association with which they are affiliated. That individual will ensure your concern gets a fair and complete hearing.
If a corporate/association contact isn’t offered we ask that you contact the Motorist Assurance Program of Canada ( phone: 613-725-2286 [collect], fax: 613-725-3515, e-mail: mapcanada@sympatico.ca) and provide us with an overview of the situation. We will contact the corporation/association on your behalf or act as a facilitator to help you reach a resolution. Likewise, if the corporation/association contact is unable to resolve your concerns, we urge you to contact the Motorist Assurance Program of Canada (MAPC) directly so we can help you by facilitating a resolution or;
- MAPC will direct your concerns to a Dispute Resolution Panel. You will have a say in who sits on that panel so that all concerned parties can be comfortable with the process and outcome. The panel could be convened to include the Better Business Bureau or some other organization or individual with dispute resolution expertise.
We are confident that your concerns can be addressed using the process outlined – we believe it’s in everyone’s best interest to see misunderstandings resolved.
