Government appoints Fairness Office to handle ICBC customer complaints

Jan 29, 2020 | 1:11 PM

VANCOUVER–The BC government says they are taking steps to ensure that ICBC is more transparent and accountable with its customers.

According to a news release by the Ministry of Attorney General, the government will be appointing a Fairness Office–focusing on customer fairness–that is more independent from ICBC.

The office will be required to report out publicly, on the type and number of issues it hears all while providing recommendations to ICBC. ICBC will also be required to report publicly on actions it takes to respond to these recommendations.

“British Columbians should have the peace of mind that they will be treated fairly after they’ve been injured in a crash,” said David Eby, Attorney General. “With this change, British Columbians can have confidence that the Fairness Office has greater independence from ICBC and has the impartial authority to review the fairness of their situation with the ability to make recommendations to ICBC.”

The Fairness Office will be in place by 2021 and does not overlap with the role of the ombudsperson, who will continue to have independent authority to resolve ICBC issues.

22 cars involved

CN confirms Friday derailment east of Sinclair Mills

19m ago

Evacuation Planning

PG Council to discuss emergency preparedness grant application Monday

4h ago

BCHL Playoffs

Spruce Kings in must-win game 6 after tough defeat Friday

6h ago

The Civil Resolution Tribunal will continue to resolve disputes for ICBC claims of $50,000 and under, separate from the courts and independent of ICBC. When there is a disagreement between customer and ICBC on certain decisions made by ICBC the matter will be decided by the CRT, rather than the Fairness Office.

“Each of our three million customers should have confidence in knowing that they’ll be treated fairly when they deal with us, and we welcome the Fairness Office to assist in that regard,” said Nicolas Jimenez, president and CEO, ICBC. “British Columbians must also have the opportunity to tell us directly about how ICBC can be improved, and I believe today’s changes will give our customers confidence in knowing that when they speak up, ICBC will be listening and accountable to them.”

by Veronica Beltran

Click here to report an error or typo in this article

Government appoints Fairness Office to handle ICBC customer complaints

What's Trending