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Raising your complaints

We're committed to our customers. If you're not happy with the service you've received from us, or a decision, procedure or policy, we want to work with you to make it right.

For issues with a claim, including repairs, fault decisions or settlement offers, visit claims feedback and appeals. You'll find lots of information about how to escalate your concerns.

Fairness process

We're here to listen. When you have unresolved questions or concerns, you'll have our attention. We'll explain what's behind your issue, and we'll work to find to find a solution.

Here are the steps that can help get the dialogue started.

Speak to a manager or supervisor

If you're not happy with the service you've received, we encourage you to start by contact the manager or supervisor at the ICBC office you've been dealing with.

The manager or supervisor can:

Listen to your complaint and try to resolve the problem.
Discuss the reasons for a decision and give them in writing, if that's what you want.
Explain the review and appeal processes that may apply to your situation.
Provide information you may need if you want to escalate your concern.

In many cases, they'll be able to resolve your issue quickly.

Contact our customer relations department

If the manager/supervisor wasn't able to resolve your issue, or you used an appeal process but aren't satisfied, our customer relations department can help.

A customer relations advisor can:

Explain the details of our products and services.
Help you understand the decisions and actions related to your concern.
Refer you to alternatives that you may not know about or haven't tried.
Investigate a decision or process that you believe was unfair and help resolve the issue, if possible.

We also work with these agencies to help resolve ICBC-related complaints and questions:

ICBC's fairness commissioner
B.C.'s Office of the Ombudsperson
MLA constituency offices
Better Business Bureau

How to reach us

Phone	1-800-445-9981 604-982-6210 Monday to Friday: 8:30 a.m. - 4:15 p.m
Email	Customer Relations
Fax	604-661-2896
Mail	Customer Relations 151 West Esplanade North Vancouver BC V7M 3H9

Write to the fairness commissioner

If you're not satisfied with our responses after going through the channels above, you may want to write to Peter Burns, Q.C., ICBC's fairness commissioner.

The fairness commissioner can:

Help you and ICBC resolve the concern.
Make recommendations to ICBC to resolve the complaint.
Recommend mediation or arbitration.

Find out more about ICBC's fairness commissioner

B.C. Ombudsperson review and recommendation

If the fairness commissioner can't resolve your concerns, there's still another step to consider. The B.C. Ombudsperson may look at your issue and make recommendations to ICBC.

Learn about the Office of the Ombudsperson