About ICBC

Complaints and disputes

If you're not happy with the service you've received from us or need to dispute a decision related to your claim, find out your next steps.​

Claims disputes and appeals

If you don't agree with an assessment or decision we've made about your claim, you have options for disputing it.

Learn more about claims disputes and appeals

​Fairness complaints

If you have unresolved questions or concerns about a decision, talk to us. We'll look into your issue and do our best to find a solution.​

Here's how to get started:

First, start by contacting the manager or supervisor of the ICBC office you've been dealing with. You can do this by speaking to an ICBC customer representative and asking them to put you in contact with a manager or supervisor.

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 needed

  • 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.

Here's how to contact us about:

If the manager/supervisor wasn't able to resolve your issue, our Fair Practices Office can help. We can:

  • Investigate a decision or process you believe was unfair

  • Recommend or facilitate a resolution to your concern, where appropriate

  • Help you understand the decisions and actions related to your concern

  • Refer you to alternative dispute resolution processes you may not know about or haven't tried

  • Explain the details of our products and services 

We also work with the following to help resolve ICBC-related complaints and questions:

  • ICBC's Fairness Officer

  • B.C.'s Office of the Ombudsperson

  • MLA constituency offices

There are some questions that the Fair Practices Office won't review that will need to be answered by the ICBC business area directly (such as Driver Licensing, Claims or Insurance). You can find the phone number for the relevant business area on our contact page. Some examples are:

  • Insurance questions such as Individual Driver Factor or insurance cancellation

  • Claim forgiveness or claims reimbursements

  • Debt and payment plans

  • Driver licensing questions

  • Estate transfer

How to reach us​


Monday to Friday:
8:30 a.m. - 4:15 p.m.

Fair Practices

Fair Practice Office
151 West Esplanade
North Vancouver BC V7M 3H9

If you're not satisfied with our responses after going through the channels above, you may want to write to Michael Skinner, Fairness Officer.

The Fairness Officer can:

  • Help you and ICBC resolve the concern

  • Make recommendations to ICBC to resolve the complaint

  • Recommend mediation or arbitration

If you have already contacted the Fair Practices Office and have not yet received a response, the Fairness Officer will refer you back to the Fair Practices Office. 

Find out more about ICBC's Fairness Officer​

If the Fairness Officer 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

Privacy concerns

Our Privacy and Freedom of Information department is here to help.

Learn how to make a privacy complaint