If you're not happy with the service you've received, we encourage you to start by contacting 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.

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 the 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

How to reach us

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

Find out more about ICBC's fairness officer​

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