| 1. What
is the Collision Industry Standards Council of
Ontario (CISCO), accreditation and self-management?
For
a number of years the collision repair industry
have talked about the need for greater regulation
to:
(1) Improve marketplace standards
(2) Ensure safe and quality repairs
(3) Create a fair and level playing field through compliance to uniform
standards for the industry and consumers
(4) Enhance consumer confidence and protection
(5) Ensure that all repair facilities comply with the laws that regulate
the industry
As
a result of the efforts of many industry representatives,
government and insurance industry support for a
collision industry accreditation and self-management
program has been received.
The
Collision Industry Standards Council (CISCO) comprises
of representatives from industry trade associations
representing repair shop owners across Ontario,
as well as representatives from government and
the insurance industry that have worked to develop
industry accreditation standards and code of ethics.
CISCO is a non-profit corporation that will run
the accreditation and self-management program.
2. Does
the government support the work of CISCO?
YES.
The government has indicated it will pass legislation
to require all collision repair facilities to be
accredited and delegate management of the program
to CISCO.
3. Does
the Insurance Industry support CISCO?
YES.
The Insurance Bureau of Canada supports accreditation,
and has provided representatives and financial
support to the development of CISCO.
I.B.C. representatives will be part of the CISCO Board.
4.
Is CISCO a Trade Association?
NO.
The Collision Industry Standards Council of Ontario
is an Administrative Authority consisting of representatives
from known active trade associations across the
province. It has been established to accredit collision
repair facilities.
The
establishment of a provincial trade association
is planned. It will be known as the Collision Operators
of Ontario (COO).
5.
Do I have to belong to a Trade Association
to become a member of CISCO?
NO.
The Collision Industry Standards Council of Ontario
accreditation program is for all collision repair
facilities in Ontario. A CISCO member can choose
to be a member of a trade association in their
area, but this will have no bearing on the accreditation
of their collision repair facility.
6.
How were the standards developed?
The
CISCO committee reviewed existing standards and
models from Canada and the U.S.A. The committee
reviewed these standards with their association
members.
A
draft of the standards adapted by the committee
was sent out to over 3,000 industry members for
review. Town Hall meetings were conducted across
the province.
The
CISCO committee did not create new regulations.
The accreditation standards reflect existing laws
and regulation. The equipment standards were accepted
by a vast majority of those who participated in
the consultation process as the minimum requirements
to complete safe and quality repairs.
7.
How much will the CISCO program cost?
The
annual accreditation fee will be as follows:
By
employees incl. Contract workers Fee
1-3 $300
4-9 $600
10-20 (over) $900
The
annual fee will be used for the list below:
(1)
Validating criteria for facility accreditation
(including inspections)
(2) On-going administration of the CISCO program which includes:
---(a) Assisting shops to meet accreditation
criteria
---(b) Inspections & Enforcement
programs to ensure on-going compliance
---(c) Dispute resolution
---(d) Communications to the
industry
---(e) Industry education
and training
---(f) Consumer education
---(g) Compensation Fun
8.
What is the accreditation and why must it be
mandatory?
Accreditation
is the process of ensuring that collision repair
facilities have the equipment and personnel necessary
to make safe and quality collision repairs. It
is also an ongoing process to ensure that collision
repair facilities comply with the standards, code
of ethics, and Consumer Bill of Rights.
It
must be mandatory to ensure that all facilities
play by the same rules and to ensure that there
is a uniform level of consumer protection across
Ontario.
9.
What if I am accredited by another Accreditation
Program, or have a municipal license?
If
you are accredited or licensed by a municipality
you still must be accredited by CISCO to comply
with the new Collision Repair Act.
To
become accredited by CISCO you must still apply
to the CISCO program (and pay the application fee),
and you must meet all criteria related to application
processing and site inspections.
10.
What if I can't comply with the CISCO Accreditation
Standards?
The
CISCO committee did not create new regulations.
The accreditation standards reflect existing laws
and regulations. The equipment standards were accepted
by a vast majority of those who participated in
the consultation process as the minimum requirements
to complete safe and quality repairs.
It
is an objective of the Collision Industry Standards
Council of Ontario to assist industry members in
meeting accreditation criteria. As the CISCO administration
validates criteria for accreditation, it will advise
facility owners how to become compliant to the
standards.
11.
What happens if I refuse to apply or operate
without a license?
To
operate an auto collision, auto body, auto body
and refinishing or auto refinishing facilities
in Ontario the repair facility must be accredited
by CISCO. Shops that refuse to apply or attempt
to operate without a license from CISCO may be
fined and the owners may be fined and/or imprisoned.
12.
How will CISCO enforce compliance?
CISCO
will use the initial application forms and a series
of inspections to ensure initial compliance.
CISCO
will then undertake a series of random inspections
to ensure continued compliance and quality of repairs.
CISCO will also respond to complaints from consumers
and from within the industry.
13.
How will CISCO deal with unethical operations
of facilities that don't comply with program?
The
new Collision Repair Act will require all facilities
to be accredited and comply with the program. The
Act will provide that every facility owner or officer
who operates without an accreditation license is
guilty of an office and, on conviction, is liable
to a fine of $25,000.00 if a person, or up to $100,000.00
if a corporation, or imprisonment for up to one
year, or both.
14.
How will CISCO discipline a shop that fails to
comply?
A
formal complaints and discipline process will be
established. CISCO will investigate complaints
or matters of non-compliance. If a facility is
found not to comply it will be required to comply
and be subject to penalties and possible license
suspensions for varying periods of time.
15.
Can shops appeal if CISCO decides to not accredit
them?
YES.
Shops can appeal to the Commercial Registration
Appeals Tribunal.
16.
Why is accreditation good for consumers?
It
will ensure that all collision repair facilities
provide safe and quality repairs.
It
will ensure that all facilities comply with fair
business practices and a Consumer Bill of Rights
that provide uniform warranties. Consumers will
be protected from fly-by-night operations. Consumers'
right to choose a collision repair facility will
be protected.
17.
Do consumers get new rights?
YES.
Under the new code of Ethics and Consumers' Bill
of rights, consumers will get new rights to safe,
quality repairs that will be protected by warranties.
Consumers
will get new rights to complain about collision
repair facility work and business practices.
18.
What are consumer rights if they disagree with
the quality of repair work done?
First,
they should attempt to resolve the matter with
the facility, involving their insurance agent or
broker. If this fails, CISCO will attempt to mediate
a satisfactory resolution.
If
a mediated resolution cannot be obtained, the consumer
can lay a complaint and, where appropriate, CISCO
can order restitution.
19.
When will restitution be ordered?
Where
CISCO determines that safe and quality repairs
have not been made at the usually accepted industry
level, it will order remedial work or restitution
as appropriate in the individual circumstance.
20.
Will OEM parts be required for use in all vehicle
repairs?
Collision
repair shops will use the parts that have been
specified by the consumer or their insurance policy.
21.
Will accreditation increase auto premiums?
Accreditation
should not increase auto premiums. Accreditation
may provide for a reduction in premiums as the
safety and quality of repairs increase.
The
accreditation program may also reduce the need
for individual insurance companies "re-inspection
programs".
22.
Will accreditation put small repair shops out
of business?
Accreditation
will not put any repair shops out of business that
meet the minimum requirements for collision repair
equipment and personnel that are necessary to complete
safe and quality repairs.
CISCO
has not created any new laws. It will simply require
all facilities to comply with existing provincial
legislation and the CISCO Consumer Bill of Rights.
The
CISCO program will come into effect in two steps.
During Phase 1, facilities will be inspected and
will be notified of any items that are required
to become accredited. There will be a period of
perhaps up to six months for facilities to become
compliant before Phase 2 enforcement comes into
effect.
23.
Why does a small shop have to meet the same standards
as a large facility?
Small
shops have to meet the minimum equipment and other
standards that are necessary to provide safe and
quality repairs. Shops without this equipment put
consumers at risk
24.
When will facilities need more than one license?
Facilities
will need a CISCO accreditation license and will
have to comply with other applicable laws like
a business registration number, sales tax, GST,
etc.
Facilities
will also require a municipal business license
where required. However, municipal accreditation
programs will no longer be required when the CISCO
program is operational.
25.
How will CISCO help facilities to meet the standards?
CISCO
inspectors will advise facilities about any compliance
issues and offer assistance to shop owners to meet
the standards by advising them of industry accepted
equipment and standards as appropriate.
26.
How will accident scene solicitation be stopped?
CISCO
will investigate complaints from consumers and
the industry, and levy fines and other penalties
as necessary.
27.
Will accreditation put an end to preferred shops?
The
CISCO program cannot put an end to preferred shops.
The Competition Bureau has ruled that directing
consumers to preferred auto body repair shops has
not substantially lessened competition.
However,
the CISCO program will ensure that all repairs
are safe and of high quality.
CISCO
will also ensure that consumers are aware of their
right to choose any accredited facility and will
work with the insurance industry to ensure this
right is protected.
28.
Who administers the CISCO program?
The
Collision Industry Standards Council of Ontario
Board of Directors has been established. The trade
associations on the steering committee elected
the initial board members.
This
administrative authority will be responsible for
setting accreditation standards; inspections and
enforcement; a consumer and industry complaint
process; education and training and other industry
related matters.
29.
When will accreditation be introduced?
The
collision repair industry hopes that the Collision
Repair Act will be passed early in the year 2000
and that the program will be fully operational
by the fall of 2000.
30.
How can shops provide input to shape the program?
The
CISCO program is being developed by representatives
of local Collision Repair Associations from across
Ontario.
A
series of Town Hall meetings have already been
held.
31.
How do I get accredited and how will the Accreditation
Standards and Code of Ethics be enforced?
The
first step is the confirmation of:
(1)
Business Identification
(2) Employee Identification
(3) Compliance with existing Federal, Provincial and Local regulations
(4) Compliance to collision repair and auto refinishing equipment standards
This
is done through the application process.
The
next step requires and agent of CISCO to inspect
the facility to validate compliance to the 'accreditation
standards'
The
facility must meet compliance criteria at both
stages before it can become accredited. To ensure
on-going compliance, CISCO will, periodically re-inspect "Accredited" facilities
to ensure they are still compliant to 'accreditation
standards and code of ethics'. CISCO may also revisit
a facility as part of the complaint mediation process.
On
an annual basis, facilities will be required to
submit a renewal application to reaffirm compliance
information.
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