2013 Service Commitment Report

Medical Review Performance

The Medical Review Section, Driver Improvement Office (DIO), is committed to improving road user safety and mobility in Ontario by efficiently and effectively delivering medical review programs based on policy and legislation.  

Service Commitment

  • The Medical Review Section will review your case and take appropriate action within 30 business days 90% of the time. In cases where additional information is required, additional time may be needed.


  • Performance is measured by turnaround time of case processing.


  • MTO met the service commitment 94% of the time.
  • When MTO needs to seek the advice of others (physicians, professional driver fitness ssessors) it takes more time to complete the case review.

Action to Address Performance Issues

  • MTO continues to modernize the medical review program to improve customer service and prepare for the demands of the future through the following:
    • Improving our medical reporting forms so doctors send us better and more concise information.
    • Continuing to work with staff to maximize the use of technology for faster, more efficient case processing.
    • Developing electronic reporting for doctors to report drivers with a medical condition that makes them unfit to drive a motor vehicle.