How do I make a complaint?
There are a number of ways to make a complaint
to the Ombudsperson's office:
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You can use our online
complaint form.
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You can call us toll-free at 1-800-567-3247 from anywhere in BC, or
250-387-5855
if you are calling from the Capital Region. Our phone lines are
answered between 8:30am and 4:30pm, Monday to Friday.
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You can
mail or
fax us.
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You can come in person to our
Victoria office,
or to one of our
mobile intake clinics (in the Lower Mainland and
Vancouver Island).
When should a complaint be brought to the Ombudsperson's office?
Whenever possible, you should
first try to resolve your complaint
directly with the public agency involved before coming to the Ombudsperson's
office. Many public agencies have an internal process for handling
complaints. Check to see if the agency you're dealing with is listed
in the ‘Other Options’
section of this website. If you've tried resolving the problem
and still feel that you've been
treated unfairly, the Ombudsperson's office may be able to
help.
What should I include in my complaint?
The information you should include with your
complaint will vary, depending on your situation. In general,
though, it's good to have the following:
- get the names of the people you are dealing with
- keep track of their responses, including any relevant dates
- keep copies of all relevant papers and letters
- ask how and why the decision was made
- find out if there is a review or appeal process, and pursue that
process where possible (this office may be unable to investigate a
complaint where a right of appeal exists)
When preparing to make a complaint, it may be
useful to take a few
moments to focus on and summarize the decision or action
you want to complain about. Tell us what result or outcome you are
seeking. Be as specific as you can about which public agencies are involved and the
names and phone numbers of persons you have dealt with. Include any
relevant case or file numbers. It is often helpful if you attach
copies of relevant documents, including copies of letters you’ve sent
and received from the public agency.
You will also find it helpful to read about
the kinds of complaints the Ombudsperson's
office can investigate. If we can't deal with your
particular complaint, we'll do our best to refer you to someone
who can.
Here are some suggestions
that may help you resolve
your complaint with a public agency:
- Have the information you will need available.
Consider writing down your questions beforehand.
- Keep notes and save all your
correspondence. Write down the names, position titles, and phone
numbers of the people you are dealing with.
- Ask for a supervisor if you are not getting
the information you need.
- If you are still dissatisfied, ask if there is
an appeal or complaint resolution procedure available.
- Be persistent, but remain calm and polite.
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