Complaints Handling Process

August 2, 2011
Commission Approves BC Ferries’ Complaint Handling Process

Under Memorandum Order 40, the commissioner conditionally approved BC Ferries’ customer complaints process for the next performance term that begins April 1, 2012. This approval was subject to the company implementing measures to improve the communication and consultation process with ferry users prior to significant changes in tariff, sailing schedules or payment plans.

As required, BC Ferries included information relating to lessons learned and action taken to address customer complaints and to prevent further complaints of a similar nature. BC Ferries will also be providing the commissioner with a complaints resolution report on a quarterly basis beginning with the second quarter of the current year.

As a result of these actions by BC Ferries, the commissioner now approves BC Ferries’ customer complaints process for the next performance term.

Click here for a copy of Commission Memorandum 40A.