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

Phone
1-800-445-9981
604-982-6210

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

Email
Fair Practices

Mail
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

About ICBC

Complaints and disputes

Claims disputes and appeals

Fairness complaints

How to reach us

Privacy concerns

Locate a service near you

Vancouver

Toll-free

How to reach us

Complaints and disputes

Claims disputes and appeals

​Fairness complaints

Speak to a manager or supervisor

Contact our Fair Practices Office

How to reach us​

Contact the B.C. government-appointed Fairness Officer

B.C. Ombudsperson review and recommendation

Privacy concerns

Locate a service near you

Speak to a manager or supervisor

Contact our Fair Practices Office

How to reach us​

Contact the B.C. government-appointed Fairness Officer

B.C. Ombudsperson review and recommendation

Fairness complaints

How to reach us

How to reach us