The last time we surveyed dealers about ServiceOntario was in 2015.

With many changes in dealer registration services, from the move into Staples of many traditional ‘bricks and mortar’ licence office services, to the rollout of digital dealer registration for new and used motor vehicle dealers, we thought it was time to check with dealers to see what their experience with ServiceOntario is.

The results of this survey may weigh in deliberations at the Ministry for reforms to dealer-focused delivery of services.

We sent this in mid-September and received over 800 responses, which is double the response rate we usually receive for surveys we send out.

Executive Summary

There is a strong reliance on physical ServiceOntario offices, though frequency varies. Dealer-specific services are common but inconsistent across locations. Staples relocations caused widespread dissatisfaction due to long waits, inexperienced staff, and inconvenience.

• DAL (Dealer Authorization Letters) renewals are viewed as overly frequent and burdensome.
• Digital Dealership Registration (DDR) participation is low; many cite complexity, lack of awareness, or insufficient functionality. As expected, some just don’t have the volume of transactions to make it worthwhile.
• Respondents want simplified paperwork, longer renewal windows, better-trained staff, and more robust DDR features.