Raising your complaints
Do you have a complaint? If you're not happy with the service you've received from us, or a decision, procedure or policy, we want to hear from you.
Your satisfaction is important to us and we're here to listen. Our team can help explain an outcome and help resolve your complaints.
Here are the steps you can take to have your concerns addressed:
Speak to a manager or supervisor
If you're not happy with the service you've received, the first step is to contact the manager or supervisor at the ICBC office involved.
What can the manager or supervisor do?
- Listen to your complaint and attempt to resolve the problem.
- Discuss the reasons for the decision with you and provide them in writing.
- Explain the review and appeal processes that may apply to your situation.
- Provide copies of information you may need to further pursue the matter.
Contact us by phone »
Send us an email.
Contact our customer relations department
If you're not satisfied with the resolution provided by an ICBC manager or appeal process, our customer relations department can help.
What can the customer relations department do?
- Explain our products and services.
- Help you understand reasons for specific decisions and actions.
- Refer you to available remedies you may not know about or have not tried.
- Investigate concerns that a decision or procedure was unfair and, if warranted, help resolve the matter.
Customer relations »
Write to the fairness commissioner
If you have tried all other internal ICBC remedies and are still not satisfied, you may want to write to Peter Burns, Q.C., ICBC's fairness commissioner.
What can the fairness commissioner do?
- Help you and ICBC resolve the concern.
- Make recommendations to ICBC to resolve the complaint.
- Recommend mediation or arbitration.
Fairness commissioner »
B.C. Ombudsperson review and recommendation
If the fairness commissioner is unable to address your concerns or complaints, the B.C. Ombudsperson may look at your issue and may make recommendations to ICBC.
Office of the Ombudsperson
Do you supply goods or services to ICBC? If you have a complaint, please let us know so we can try to address your concerns.
Steps to address supplier complaints »