Carrier Safety Rating Program - Questions & Answers

Trouble-shooting Guide

Please note that this Guide is provided to assist in resolving any problems you may encounter while requesting one of the Carrier Products over the internet. Moreover, the guidance is focussed on the internet services for the Commercial Vehicle Operator Registration (CVOR) system.

This Guide and the Ministry's Customer Care facility are not intended to resolve problems relating to installation and use of other third-party software.

Please review the appropriate Q&A on the main menu page for further clarification.

You may communicate any ideas for improving this guide by completing our survey or product feedback.

1. General

1.1 What are examples of service-related questions?

Any issue or question relating to:

• denial of service after paying for an abstract
• credit card charges
• delivery of abstract

1.2 What are examples of product-related questions?

Any issue or question relating to:

• interpreting the contents of an abstract;
• incorrect information on an abstract or any other product;
• interpreting the meaning of error messages;
• receiving an abstract other than the one requested;
• inability to complete a function related to requesting one of the carrier products;
• unexplained difference in behaviour between Netscape vs Internet Explorer, in completing a product request.

1.3 Unable to see images. Web pages have image placeholders. See sample screen below.

The internet browser option that allows the display of images is turned off. Consult the appropriate manual or the browser online Help for instructions to reset this option.

Fig. 1: Sample screen segment showing a Web page with image placeholders

2. Abstracts

2.1 An event (accident, conviction, or inspection) on your CVOR Driver or Public Abstract but it does not belong to you?

Check the bottom of any of the CVOR web pages and use the product-related telephone number or feedback form to contact the Ministry.

2.2 Is there a way to avoid re-keying CVOR numbers into the abstract order screen for carriers who are displayed on the list of excellent or unsatisfactory carriers?

A manual cut and paste operation is currently required. The new version, scheduled for early November 2000, will include the functionality to automatically transfer all the CVOR numbers you selected to the order screen. For now, select or highlight each CVOR#, copy, then paste it to CVOR# text box on the order screen. Separate each CVOR# with a semi-colon (;).

2.3 I requested a public Abstract for a specific CVOR # but received one for a different carrier.

Excluding cases of incorrect data entry, the operations for the requested CVOR# may have been merged (out) with that of another carrier (the survivor); or, the requested CVOR# is a fleet owned by a different CVOR# (parent). In these circumstances, the system always produces an abstract for the survivor or parent. If you are unable to confirm with the carriers in question, check the bottom of any of the CVOR web pages and use the product-related telephone number or feed-back form to contact the Ministry.