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Spencer van Vloten
Nov 30

Making Complaints In BC


A person typing at a computer. They are wearing an orange sweater and a bracelet.

Learn how and where to file complaints


By Spencer van Vloten 


Feel like you haven’t been treated fairly? Have a concern you need to report? When something goes wrong, it’s important to know how to stand up for what’s right.


This short but detailed guide discusses the available mechanisms for making formal complaints and raising concerns across a range of issues, such as accessibility, childcare, healthcare, ICBC, and much more.



A note - try the most direct route possible first


Problems can often be solved fastest by connecting with the people closest to the issue.


First address the issue informally with the person you’ve already been working with or a customer service representative.


If that doesn’t work, find out what the next steps are in the organization’s complaint process. Often this means raising the case to a manager or a complaints department.


If this still doesn’t resolve the issue, and you’ve exhausted any remaining internal complaint mechanisms, you’re in a position to bring the issue to external bodies.


Often these bodies won’t even investigate your complaint if you haven’t already made attempts to resolve it.


Also remember that you will likely be asked to provide evidence supporting your argument. Try to gather any documents or communications related to your case; your word alone will rarely cut it.


If you need support in filing a complaint, consider connecting with a local advocate.

 

Accessibility


There are reporting tools to flag accessibility issues at the municipal, provincial, and federal levels. If you want to escalate the issue further, there are a few options:


  • The Ombudsperson investigates complaints about the administration and accessibility of government programs, offering recommendations and help in resolving the issue.


  • If you want to make a human rights complaint, the BC Human Rights Clinic helps with preparation for human rights cases with the BC Human Rights Tribunal. 


Banking


If you have a complaint about your bank or credit union and have raised it with the institution’s complaint department, you can then make a complaint with the Ombudsman for Banking Services and Investments, which investigates and offers dispute resolution.


Businesses


If you think a business is operating illegally or unethically, you can:


 

Children and Childcare


If you think a child is being abused or neglected, phone 1-800-663-9122 at any time, and contact 9-1-1 if you think they are in imminent danger.


  • Childcare complaints: If you’ve brought your concerns to the attention of the facility and its manager, but think that they have not addressed your concerns, please contact VCH’s Community Care Facility Licensing Program to discuss the concern. Your identity won’t be revealed to the childcare facility.

 

  • MCFD complaints: If you have a complaint about the Ministry of Children and Family Development, complaint specialists are available at mcf.complaintsprogram@gov.bc.ca or by phoning 1-877-387-7027.

 

Employment


If you have a complaint to make about an employer, you can file a complaint with the Employment Standards Branch, or the Labour Program if you work in a federally regulated industry,


To get guidance on your particular situation, try the Solution Explorer.


Environment


There are a couple different options for reporting environmental issues.


  • Report environmental violations: Report All Poachers and Polluters is a toll-free tip line and online reporting service to report environmental violations (for example, burning garbage). Report online or call 1-877-952-7277.

 

  • Air pollution: For air pollution issues in Metro Vancouver, you can make a complaint online or by phoning 604-436-6777.


Health Care

 

If you’re concerned about the quality of care that someone is receiving, it’s best to raise this concern at the time and place care is being provided. If that isn't successful, you can elevate the issue through the following means:


 


For tips on health complaints, check out the following guide.


Housing

 

  • Complaints about a landlord or tenant: Dispute resolution, which is held under the jurisdiction of the Residential Tenancy Branch, is the formal process to resolve conflicts between landlords and tenants. To check what jurisdiction the particular issue falls under, you can refer to the following page.


    TRAC offers a helpful guide on preparing for dispute resolution and in some cases can also provide legal support.


  • Compliance and Enforcement Unit: If you’re concerned that a landlord or tenant is deliberately violating tenancy laws, you can also submit a complaint online to the Residential Tenancy Branch’s Compliance and Enforcement Unit (CEU), which enforces residential tenancy laws.


  • BC Housing: Many BC Housing programs have their own feedback or appeal process. If you are not satisfied their decision, you can submit a complaint online or email complaintresolution@bchousing.org.


    If you're still not satisfied, contact the BC Ombudsperson for an independent review.  


  • Non-Profit and Co-Op Housing: Non-profit and co-op housing providers are independent, democratic organizations. To make a complaint about a building managed by non-profit or co-op housing provider, contact: 



ICBC


If you disagree with a decision about your claim, you have options for disputing it.


  • Talk to your ICBC claims representative: In all cases, you should talk to your claims representative first. It's important that both of you understand the factors considered, and this is your opportunity to highlight anything that was overlooked or ask questions about how the decision was made.

 

  • Talk to the ICBC Fair Practices Office: If you were unable to resolve a matter with your claims representative and their manager, you can raise your concerns through the Fair Practices Office.

 

  • Contact the Fair Practices Office: The Fair Practices Office can investigate a decision you believe was unfair and refer you to a variety of dispute resolution processes.

 

  • Contact the ICBC Fairness Office: If you're not satisfied with the responses after going through the channels above, you may want to write to ICBC’s Fairness Officer. The Fairness Officer will only investigate cases that have already been raised with the Fair Practices Office.

 

  • Contact the BC Ombudsperson: If the Fairness Officer can't resolve your concerns, there's still another step to consider. The BC Ombudsperson may look at your issue and make recommendations to ICBC.


If none of these steps work, you can also pursue your case in the Civil Resolutions Tribunal or court. Steps may vary depending on the type of issue at hand, so check ICBC’s website for info that best suits your case.


Law Enforcement


If you have complaints about law enforcement, your route will depend on whether the case relates to municipal or federal policing.

 

 

Municipal Integrity


The City of Vancouver’s Auditor General, as well as the City's Integrity Commissioners, take complaints about municipal employees and alleged misconduct.

 

 

 

 

Professionals


If you have complaints about professionals, you can make complaints through the following:

 

  • Complaints about lawyers: The fastest way to make a complaint about a lawyer is online through the Law Society of BC. Note that for Indigenous persons making a complaint, there’s an Indigenous Navigator available to help with the process.


  • Complaints about psychologists: Complaints about psychologists, dietitians, occupational therapists, optometrists, and physical therapists can be made to the College of Health and Care Professionals BC.



Restaurants


Complaints about restaurant and food safety can be made in the following way:


  • Health Protection Office This office protects the public from health risks in a variety of settings, including restaurants.


Seniors


In addition to the complaint mechanisms listed in other sections, seniors and loved ones can also report concerns through the following:


  • Seniors Abuse and Information Line SAIL is a confidential means for seniors, friends, or family to speak to a professional intake worker about abuse or mistreatment. Reach it at toll-free 1-866-437-1940.

 


Teachers


The Commissioner for Teacher Regulation takes complaints about teacher conduct and competence.


Before you submit a complaint:


  • Try to resolve the issue at the school level. Raise the concerns with the educator or their supervisor.

 

  • If you’re unable to resolve the issue, contact the district superintendent’s office or the head of the independent school authority.

 

  • Boards of education and independent school authorities have their own policies and processes for addressing complaints. Go through their complaint process before making a complaint to the Commissioner.

 

  • If your concern about the conduct of an educator isn’t adequately addressed at the school level, submit a complaint to the Commissioner for Teacher Regulation. 


WorkSafeBC


WorkSafeBC is an independent provincial agency that compensates injured workers.


  • If a worker needs help with a claim, the Workers' Advisers Office is an independent body which can support them through the process.


  • If a worker has already had a negative experience with WorkSafeBC, the Issue Resolution Office can provide them and their dependents with free advice, assistance, and, in some cases, representation on appeals of WorkSafeBC decisions.

 


Want a physical copy of this document? Download a printable version


 

To find more community resources, click here! Also feel free to email me at spencer@bcdisability.com


-Spencer van Vloten

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