Complaints about Legal Aid BC staff and/or local agents

Legal Aid BC takes all complaints we receive seriously. We assess each complaint and take appropriate steps to determine its validity.

How do you make a complaint?

If you had an unpleasant experience with one of our staff members (in person or through the call centre) and would like to make a complaint, you must do so in writing. Please provide the following information:

  • Your full name
  • Staff member's name
  • Office location
  • Date and time you visited or spoke to the staff member
  • Details of your complaint

You may use the Record of Complaint form. See below for how to submit your complaint.

How to submit your written complaint to us
Email
Mail to

Audit & Investigation Department
Legal Aid BC
400 – 510 Burrard Street
Vancouver, BC  V6C 3A8

Fax
604-682-0979

Submission guidelines

Please consider the following when submitting your complaint:

  • Provide us with a clear idea of the problem you've experienced and the solution you want.
  • Give us all the relevant information you have (or know about) up front.
  • Attach any relevant supporting documents that'll help clarify your complaint.
  • Tell us new facts as they arise.
  • Let us know if you no longer want our help.
  • Cooperate with us.
  • Treat us with respect.

What is our complaint process?

Once we receive your complaint, our Audit and Investigation Department will do the following:

  • Record your complaint and send you an acknowledgement letter within 10 days of receiving your letter.
  • Forward the complaint to the appropriate department manager for handling. If additional information is required, the manager will contact you.