Legislation > Box 78 – Row 1 > Fairness officer to build trust in ICBC processes

Government is taking steps to create a new fairness officer focused on ensuring ICBC’s decisions, actions and practices are transparent and fair, as the corporation transitions to Enhanced Care coverage on May 1, 2021.

If passed, proposed amendments to the Insurance Corporation Act will fulfil government’s commitment to advance trust and confidence in ICBC by establishing a fairness officer. The officer will have the authority to review and make recommendations to resolve customer complaints about the policy and process ICBC used to make a decision in their case. As well, the officer may make broader recommendations to enhance fair decision-making. To ensure greater independence from ICBC, the officer will be appointed by government. To ensure transparency, the legislation outlines that the fairness officer must report each year on complaints received, determined to be within scope and heard. ICBC will also be required to submit an annual report to the minister responsible for ICBC, outlining its response to any recommendations made by the officer. The fairness office is expected to be up and running later in 2021.

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