Guidelines and videos

Operations manual and guidelines

DDR forms

Informational training videos

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Frequently asked questions

Getting help

Who do I contact if I have questions during the application process?

If you have questions about the application process, you can contact DealershipOffice@Ontario.ca, which is monitored by the Digital Dealership Registration & Program Operations Office and the Citizen Product and Implementation Office. Inquiries will be routed from the DealershipOffice@Ontario.ca mailbox to the appropriate subject matter experts for resolution.

  • General Support: Contact the DDR & Program Operations Office by email at DealershipOffice@Ontario.ca for general inquiries regarding the DDR program.
  • D&V Hotline: Contact the D&V Hotline if you require immediate DDR application assistance during a customer transaction. Call 1-833-664-5003 for support.
  • IT Support: Contact the D&V Hotline for technical support or a password reset. Call 1-833-664-5003 for support.
  • Stock Order Support: For questions regarding stock orders, or to report stock discrepancies, contact the Client Services Office at 1-800-267-3180 ext. 5 or DealershipOffice@Ontario.ca .
  • Additional Support: Contact your assigned Issuing Office Administrator (IOA) for additional operational support. Your IOA is identified in your Welcome email. Topics may include missing or unaccounted stock, fraudulent ID or D&V policy questions, transaction processing questions, document packaging instructions, error handling, etc.

See page two of the DDR Operations Manual for more information regarding support contacts.

Where can I get more detailed instructions on using the DDR application?

For more information, refer to the Operations Manual and Guidelines on the "Guidelines and videos" tab on the Home Page.

How do I change the primary contact?

Contact the DDR Program Office at DealershipOffice@Ontario.ca to change your primary contact.

DDR process

What kinds of Government-issued photo identification documents are acceptable?

The drop-down menu includes all forms of Government-issued photo identification acceptable for vehicle registration, i.e., passport, work permit, or residence permit. However, if you are still uncertain about a document, it is advisable to conduct the transaction in person at ServiceOntario.

Can multiple transactions be accumulated, allowing the same credit card to be entered once, or does each transaction require a separate payment?

At this time, one payment per transaction is required.

Do I have to print a document control form when there are no transactions?

If no online transactions are processed for the business week or all documents are successfully uploaded, no Puro-pack is required to be sent to the Kingston mailroom.

Stock

Is there a limit to how much stock I can order?

Yes. You can order up to 1000 vehicle permits, 150 English license plates limits, and 15 French license plates. For more information on order quantities, refer to Guideline #6 .

What happens if I am unable to print the permit successfully?

If the permit does not print successfully, you may need to reissue the permit and state its reason. If you fail after THREE attempts, do not attempt to continue reissuing the permit and call the Hotline to cancel the registration. Be sure to note the spoiled or defective stock item(s) on the Controlled Stock Inventory Ledger (downloadable from the DDR application) and keep a copy in your Stock Management Files. See Guideline #6 for further details on Stock Management. If you have any questions or require assistance with your stock reconciliation, contact your Issuing Office Administrator.

Why can't I see my order in the order history after putting in a submission?

After submitting your order, it might take up to 30 minutes to reflect in your order history. Your order might be revised due to stock capacity. You will be notified by email if the order is cancelled or adjusted.

When will I receive the plates and permits?

Plates and permits are scheduled to arrive before your dealership's full go-live date mentioned in our Welcome email.

How can I ensure the documents are successfully uploaded to DDR? If they are not, what are the alternate steps?

The scanning requirements for document upload are outlined in Guideline #5. Follow those instructions carefully for a successful document upload. If the documents are not successfully uploaded within four days, package, and courier them to ServiceOntario. You will be allowed to reattempt failed uploads during the initial four day period.

Is there a need to hire an IT expert to carry out the vehicle registration process on DDR?

No. You do not require technical expertise to conduct vehicle registration on DDR. We advise that you follow all the instructions carefully and thoroughly.

How can I order more puro-packs?

To order extra Puro-packs or pre-printed Bills of Lading, download the Puro-pack Stock Order form from the DDR application. Include the completed form with your weekly Puro-pack submission, or place orders by calling the Kingston Mailroom at 613-548-6233.

Why is the quantity on hand for Special handling envelope always zero, in Step 1 of the "Order stock" page?

It is not a controlled stock item; hence it is not tracked in DDR.

Troubleshooting fix

I have logged into the DDR portal but do not see any apps to access. What should I do?

Ensure you are using Google Chrome to connect to the DDR portal, and you have entered the correct password and user email address to log into the system. If the above issue persists, please contact your IOA or DealershipOffice@Ontario.ca.

I am unable to open the Document Control Form. What should I do?

Do not open using a browser. This document needs a non-browser app. Download and save PDF to the desktop. Ensure the latest version of Adobe Acrobat Reader is being used.

Equipment

Do I need to buy a laser printer? What brand or model of printer should I buy?

Any laser printer should function with the DDR program. We don't recommend a specific brand as long as it’s a laser printer.

Joint registrations and lease

What do I do if I have a RIN but don't have driver's licence?

If your client has a RIN, but not a Drivers Licence (DL), they can present any other form of government ID. You would then select the appropriate document type from the drop down in the DDR Application. If they are unable to present a DL or government ID, please visit ServiceOntario.

Electronic safety standards certificate

What happens next if an Electronic Safety Standards Certificate (E-SSC) was not found in the system despite having one?

If you have an E-SSC, however, the system indicates an E-SSC was not found, enter the Safety Standards Certificate details, call Public Contact Centre at 1-833-420-2103, and select 1, to resolve the issue. Or you can also visit their website here.

Do I still need to enter details of Safety Standards Certificate manually in DDR if I have the electronic version?

No. if you have a valid E-SSC in the system, you don't need to enter details manually in DDR.

Document upload

How can I upload documents for a transaction?

You can access the Document Upload dashboard directly on the DDR homepage. There, you will be able to see the documents that need to be uploaded and the time remaining for you to do so. The dashboard will show you the expiration date and the transaction status. Moreover, you also have the option of uploading the documents while you are completing the transaction on DDR.

How many days do I have to provide the outstanding documents?

You have four days to upload the required documents and complete the transaction. You will be allowed to reattempt failed uploads during the initial four day period. On the fifth day, the time to upload the documents will expire, and you will have to courier the documents. You can view the Document Upload dashboard for more information on the transaction status.

Why do I have limited access to DDR?

If you receive a Red Notification, this indicates that the time to upload documents has expired, and you will have limited functionality within DDR. You must courier the documents for the expired transaction immediately. A courier number must be provided for all transactions with an expired document upload notification to resume functionality within DDR.