ICBC's Driver Training Unit is responsible for most matters related to driver training in British Columbia, as detailed in Division 27 of the Motor Vehicle Act Regulations.  One of the things for which we are responsible is to review, investigate and resolve complaints as related to the provision of driver training in British Columbia.

This page describes the process for submission of a complaint or concern on driver training related issues. Depending on the circumstances, the following information will assist you in directing your complaint or concerns to those who will be able to assist you.

Complaints Made by a Student or Parent / Guardian of a Student

Are you a student or a parent / guardian of a student who has taken driver training and wish to report a complaint against a driver training instructor or school?

Report your complaint to ICBC’s Driver Training Unit.

What is the nature of your complaint?

Contractual conflict – The driver training school did not provide the training to the student as agreed upon and you wish to receive a refund for training that was not delivered

Step 1: Send a written request to school

Before submitting this type of complaint to ICBC, you must make every effort to resolve the issue with the driver training school yourself.

Your written request to the school should include the following information:

1) If you are requesting a refund, indicate the amount

2) The reasons for requesting a refund

3) Request that the school reply to you in writing

4) Provide your name and return address

Step 2: Submit a complaint to ICBC

If you are unsuccessful in resolving your conflict with the school, proceed with submitting your complaint to ICBC.

Refer to the instructions below on how to submit a complaint:

Quality of training – Although ICBC works closely with the driver training industry to enhance the quality of their driver training programs, the qualifications and quality of training offered by schools and their instructors may vary.  If you are not satisfied with the quality of training provided by a driver training school, tell us about your training experience.  Our driving school inspectors work with schools and instructors to improve the delivery of their training.

Inappropriate behaviour by an instructor or school operator – Did an instructor or school operator behave in a manner that you felt was inappropriate? ICBC takes these allegations very seriously. Such allegations will be investigated and may result in action being taken against an instructor or school for inappropriate or unlawful behaviour.

How do I submit a complaint?

• Complete our on-line Complaint Submission form, or
• Download a PDF version of the Complaint Submission form and mail or fax it to the address/ fax number provided on the form.

Who will contact me?

You will be contacted by an ICBC representative within 10 business days of your submission

When you are contacted by a representative, you may be asked to provide additional information.  For example, if you are requesting a refund for training, you will be asked to provide the following:

• Any receipt(s) provided by the driving school indicating proof of payment for services provided.  If a receipt is unavailable, a cancelled cheque(s) or copy of a credit card statement are also acceptable
• A Statement of Services provided by the school indicating the type of training you enrolled in at the school, the duration of training etc.
• Copy of any agreement signed between you and the Driver Training School
• Policy Statement indicating the school's refund policy

Are there any other avenues I can pursue if I am not satisfied with the outcome?

Yes, there are other avenues available if you are not satisfied with the outcome or ICBC is unable to assist you.  Other avenues that you can pursue include the following:

• Reimbursement of funds from a Driving School security bond only apply to monies paid to the driver training school for training that was not delivered.  If you have incurred other expenses due to your interaction with a driving school and wish to obtain further resolution, we recommend you contact your lawyer to obtain legal advice
• You may contact the Business Practices and Consumer Protection Authority or your local Better Business Bureau to report your complaint or concerns
• Contact your local Police department or RCMP detachment for any type of criminal activities

Complaints/Concerns Made by the Driver Training Industry

Are you a member of the driver training industry and wish to report a complaint or concern to ICBC?

Report your complaint or concern to ICBC’s Driver Training Unit.

What is the nature of your complaint or concern?

• ICBC Services – Contact us if you have a concern or complaint about the services provided by ICBC or about ICBC initiatives that affect your driver training school
• Another member of the driver training industry – Report activities of other members of the driver training industry that you feel are inappropriate

How do I submit a complaint?

• Complete our on-line Complaint Submission form, or
• Download a PDF version of the Complaint Submission form

Who will contact me?

You will be contacted by an ICBC representative within 10 business days of your submission.

You may be asked to provide clarification or additional information to support your complaint or concern.