For best results, phone us at 1-800-333-0510 or (613)993-9851 if you are calling from the Ottawa region and ask to speak to a defect investigator. Calling directly is preferred instead of posted mail or email as it enables our investigators to confirm that your information is correct, and to answer your questions accurately.

What should you include in your report?

When reporting a vehicle problem that may relate to safety, provide the following information:

	Vehicle make, model and year.
	Owner’s name, address and daytime phone number.
	The Vehicle Identification Number "VIN" (serial number). On most cars and trucks, this can be found on the driver side dashboard. You can read the VIN plate if you stand outside your vehicle and look through the windshield.
	A summary of the incident. Include weather conditions, speed, and type of highway.

This information is entered into our complaint data bank. A copy is forwarded to the manufacturer.

What happens to your complaint?

Information provided by consumers is entered into the computer data bank and catalogued according to make, model, year, manufacturer, and the affected part, assembly or system. Technical staff conduct a continuous analysis of complaints and trends to determine whether an unusual number of complaints of potential safety-related problems have been received on any specific line of vehicles, tires or child restraints. The seriousness and number of complaints are reviewed by technical staff and assessed against the number of vehicles (or items of equipment) manufactured for evidence of a trend.

How many complaints must be received before Transport Canada will look into the situation?

There is no set number. Every call or letter reporting an alleged safety problem is reviewed by an experienced investigator. In particular, Transport Canada reviews each report that suggests a potential safety defect involving groups of motor vehicles or vehicle equipment.