Complaints

• Initial Complaint

  14/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 6th, 2023 my daughter went to the business, Stony Plain Registry, for a driver exam. The test was discontinued due to one missing lug nut. The testor decided that the vehicle was unsafe. There was nothing indicating that this would be a problem in the document sent out by the registry office as a condition for the test to take place. The registry kept the full amount for the driver exam without providing a driver exam, $150. The Stony Plain registry with the support of the Association of Alberta Registries and the AB government have developed a business policy that allows their business to keep the full cost of a driver’s test($150 in this case) even though they choose to discontinue the test. To a kid making minimum wage this is 10hrs of work at minimum wage. My daughter could have had her test discontinued if the testor decided the passenger seat was too dirty and kept the full cost of the test…what does that have to do with a driver’s test? There needs to be some balance in this equation because teenagers who want their license are being held hostage to safety demands that have no obvious bearing on the ability to take a test. There are a million ways this whole arrangement could have been configured and to settle on the one that places all the responsibility onto the customer in any other business would be considered bad business. There are two sites that don’t even mention the reason her test was discontinued…an AMA and a government webpage. This issue was not even addressed on the document sent to my daughter outlining her responsibility for the state of the vehicle from the registry business itself. I’ve attached all three documents. The Stony Plain Registry will not address my issue and keep passing my concerns off to other entities or referring to parts of the document that don’t make sense.

  Business response

  14/07/2023

  Re: ID 20185837 In response to the above noted complaint, please be advised that although Stony Plain Registries is an independently owned small business, we provide registration, information and licencing services on behalf of the Government of Alberta as an authorized registry agent. We operate under the authority of the Ministry of Service Alberta and Red Tape Reduction. All registry services, including road tests / driver exams, are provided in accordance with policies and regulations established by various government bodies. As purported by the claimant, Alberta registry agents do not simply adopt business policies which are supported by the Association of Alberta Registry Agents and the Government of Alberta. Registry agents are strictly regulated and are expected to adhere to the rules, regulations, policies and procedures set forth to them by the Government of Alberta. The complainant in this case is the mother of a minor who came in to our office with her father to take a driver exam. The child was not permitted to proceed with the in car driving portion of her road test as the driver examiner deemed her vehicle was unsafe to be used for the test as it was missing a lug nut on one of the tires. The complainant is unhappy because a refund for the test was not given. When an individual chooses to book a road test through Alberta’s road test booking system ************************************************** (which is used throughout the province) all the rules and requirements are outlined in detail on the website at the time of the booking. The same information regarding client eligibility, vehicle eligibility, cancellation policies, testing policies, etc. is again provided to the client prior to their test. The document provided to a client is three pages in length and they are expected to read it and be prepared prior to their test. It clearly outlines the requirements for a vehicle and also clearly specifies that the person is not eligible for a refund and they would be responsible for paying for a new test if the vehicle provided is deemed unsafe. If this or any other policy is unclear, individuals are free to call any registry in Alberta to get clarification any time prior to a road test. All registries that conduct road tests will follow the same guidelines because these guidelines were developed by the government, namely the Ministry of Alberta Transportation and Economic Corridors. In this situation, the complainant’s child’s driver exam had in fact commenced as the testing process is deemed to have begun when the examiner proceeds with the necessary examination of the vehicle to be used prior to the driving portion of the exam. The driver examiner, who is an independent contractor regulated by Alberta Transportation and Economic Corridors, is responsible for examining and evaluating the eligibility of a vehicle prior to a test. As per Alberta Traffic and Safety regulations, the examiner determined the complainant’s vehicle was not safe as it was missing a lug nut and therefore the exam was discontinued. There are other safety reasons a vehicle could be refused for a road test; a missing lug nut and/or stud on a tire is a significant safety concern. It would be unreasonable to expect the driver examiner to conduct a road test in an unsafe vehicle. The reason for the discontinuation of the exam as well as the cancellation policy has been communicated with the complainant several times by the driver examiner, via emails from Stony Plain Registries and a lengthy phone conversation with the CEO of the Association of Alberta Registry Agents. The complainant will not be issued a refund for the driver exam as the exam itself had commenced and subsequently discontinued. The driver examiner was on site doing their job, conducting the road test as required and is entitled to be compensated for their time. The driver exam fees are what pays the examiners as well as other expenses associated with road tests. This was also explained to the complainant. Stony Plain Registries is providing road testing services to Albertans on behalf of the Government of Alberta by contracting independent driver examiners who are closely monitored by Alberta Transportation and Economic Corridors and by providing a venue for which driver exams can be conducted. We as registry agents and the driver examiners do not develop the licencing policies, procedures and regulations nor traffic safety regulations for the province of Alberta which we must strictly adhere to. As such, the complainant was referred to and will continue to be referred to both Driver Examinations, which oversees driver testing in Alberta, as well as to Alberta Transportation and Economic Corridors. These government bodies are the authorities to provide her with information she seeks. She also has the right to contact her local government representative to voice her concerns and there are also various other resources on line from which she can access and gather information. Driver Examinations Email: **************************** Alberta Transportation and Economic Corridors ***************************************************************** Alberta Traffic Safety Act **************************************** Alberta Driver’s Guides ******************************************************************* In conclusion, it is unfounded that anyone would feel that any safety demands with respect to driving and operating a vehicle are not important especially in the licencing process. Driving is a privilege and it is the responsibility of all drivers, new and experienced, to ensure their own safety as well as the safety of those around them. This includes not only having the ability to operate a vehicle safely but to also ensure the vehicle they are operating does not pose a safety risk on the road. We trust this is the conclusion of this matter and will no longer address it further. Regards, STONY PLAIN REGISTRIES

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