Concerned about how you’ve been treated by ICBC?

If you’re not satisfied with a decision, procedure or policy, our Fairness Process can help.

ICBC’s Fairness Process

1. Speak to a manager or supervisor

First, you should contact the manager or supervisor at the ICBC office involved.

What can the manager or supervisor do?

• Review your concerns and attempt to resolve the problem
• Discuss the reasons for the decision and provide them in writing if requested
• Explain the review and appeal processes that may apply to your situation
• Provide copies of information you may need to pursue the matter

Contact us

2. Contact our Customer Relations department

If you have already dealt with a manager or supervisor, have used an appeal or review process and are still not satisfied, ICBC's Customer Relations department can help.

What can the Customer Relations department do?

• Investigate concerns that a decision or procedure was unfair and, if warranted, help resolve them
• Explain ICBC's products and services
• Help you understand the reasons for specific decisions and actions
• Refer you to available remedies you may not know about or have not tried

Customer Relations
118 - 151 West Esplanade
North Vancouver BC V7M 3H9

Phone: 604-661-6210
Toll free: 1-800-445-9981
Fax: 604-661-2896
E-mail

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

3. Write to the ICBC Fairness Commissioner

If you’re still not satisfied after completing steps 1 and 2, you may write to ICBC’s Fairness Commissioner, Peter Burns, Q.C.

4. B.C.’s Office of the Ombudsman

If you are not satified with the conclusions of the Fairness Commissioner, consider contacting the Office of the Ombudsman .