Commissioners’ Comments on The Performance Review of BC Ferries’ Customer Complaints Process July 22, 2020

The Office of the British Columbia Ferries Commissioner (“BCFC” or “Commissioners”) under Section 46.1 of the Coastal Ferry Act regularly undertakes performance reviews of British Columbia Ferry Services Inc. (“BCFS” or “BC Ferries”). In November 2019, BCFC issued an Invitation for Proposals to engage a consulting firm to review BCFS’s customer complaint process (“Review”). In December 2019, BCFC engaged MMK Consultants. On May 1, 2020 MMK submitted their final report. What follows are the Commissioners’ summary comments on the Review and their recommendations.