Complaints Process Performance Review – Response to Recommendations

We are writing with regard to the performance review of British Columbia Ferry Services, Inc.’s (“BC Ferries”) customer complaints process under section 46.1 of the Coastal Ferry Act, and the recommendations included in MMK Consulting Inc.’s report dated May 1, 2020 and in the Commissioners’ accompanying comments on the performance review. This letter describes the actions BC Ferries will take in response to those recommendations.