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ICBC Fairness Commissioner
Overview
Peter Burns, Q.C., former Professor and Dean of Law at the University of British Columbia, is the ICBC Fairness Commissioner.
The objective of the Office of the Fairness Commissioner is to ensure that customers impacted by ICBC's products or services are treated fairly in terms of process and administration.
Role
The Fairness Commissioner can investigate complaints about the fairness of an ICBC policy, procedure or practice. After a review, the Commissioner may:
- Make a recommendation that ICBC remedy the customer's complaint
- Help the customer and ICBC resolve the matter
- Recommend mediation or arbitration
- Make recommendations about a group complaint, treating them as one issue in common
- Dismiss the complaint (see Jurisdiction)
The Fairness Commissioner can require the production of any documents or information from ICBC necessary to conduct an investigation. Before finalizing a recommendation, the Commissioner will give both the customer and ICBC an opportunity to respond to any new issues which may arise during the investigation.
Jurisdiction
The Fairness Commissioner's Terms of Reference are set by the ICBC Board of Directors.
The Fairness Commissioner does not have jurisdiction to deal with the following issues:
- Disputes that relate solely to the amount of final payment or the assessment of liability
- The disposition of a violation ticket
- Complaints arising from the result of an arbitration, court decision, or a matter which is currently in court proceedings or arbitration
- A complaint that concerns the advice or conduct of lawyers acting on behalf of ICBC, or matters which fall within the principal jurisdiction of statutory decision-makers such as the Human Rights Commission
Contacting the Commissioner
If you have pursued all other internal ICBC remedies and are still not satisfied, you may write to the Fairness Commissioner directly at:
ICBC Fairness Commissioner
P.O. Box 86686
North Vancouver BC V7L 4L2
Please note that the Commissioner does not operate a walk-in office. Initial access is by written request only.
Complaints to the Fairness Commissioner should specify the procedural fairness issue of concern and indicate the remedy sought.