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Investigations result in action: 2013/14 Annual Report released

Victoria – Provincial Ombudsperson Kim Carter released today her 2013/14 annual report that showed an increase in complaints received by the office. Nearly 7,700 inquiries and complaints were responded to and 1,900 early resolutions or investigations were completed in 2013/14. As well, for the first time, the Ministry of Health has responded specifically to the recommendations in the seniors report The Best of Care, Part Two.

The Ministry of Social Development and Social Innovation; the Ministry of Children and Family Development; the Ministry of Justice; BC Hydro and Workers’ Compensation Board were the five most significant provincial public authorities dealt with. Also this year, the Ombudsperson delivered reports on Striking a Balance: The Challenges of Using a Professional Reliance Model in Environmental Protection – British Columbia’s Riparian Areas Regulation and Time Matters: An Investigation into the BC Employment and Assistance Reconsideration Process. The Office is currently conducting a systemic investigation into the regulation of private career training institutions. The public is able to provide input to this investigation through an on-line questionnaire.

“Most public services are sole sourced, essentially service monopolies. People who access these services can’t simply change to another provider when they are unhappy”, says Carter. “People who speak up and bring their concerns and complaints to us are not only looking for a fair resolution to their own problems, they are also helping others in a similar situation and improving the efficiency and effectiveness of public services in British Columbia.”

Some of the complaints resolved and reported in this year’s annual report include:

  • A very expensive mix-up – almost [ICBC / Lower Mainland / Pg. 19]
  • Interest charges with an apology [Revenue Services BC / Interior / Pg. 22]
  • New decision life altering [StudentAid BC / Vancouver Island/Sunshine Coast / Pg. 23]
  • Finders keepers – not necessarily [Ministry of Forests, Lands and Natural Resource Operations / Interior /Pg. 26]
  • Our family needs information [Vancouver Coastal Health Authority / Lower Mainland / Pg. 28]
  • Travel costs for medical care covered after all [Ministry of Social Development and Social Innovation / Interior / Pg. 29]
  • Persistence leads to reimbursement for four years of underpayment [Ministry of Social Development and Social Innovation / Interior / Pg. 37]
  • A last resort [Ministry of Social Development and Social Innovation / Lower Mainland / Pg. 38]
  • Winning, waiting and finally getting action [WorkSafeBC / Interior / Pg. 52]

A number of complaints made by individuals to the office in 2013/14 resulted not only in resolutions for individuals, but also improvements to program delivery including:

  • I can’t sign that! [School District 52 / North / Pg. 25]
  • Being informed allows for a better decision [College of Traditional Chinese Medicine Practitioners & Acupuncturists of BC / Vancouver Island/Sunshine Coast / Pg. 31]
  • Preventative Ombudsmanship results in new policy, new procedure for income assistance recipients [Ministry of Social Development and Social Innovations / Interior / Pg. 40]
  • Unfair demands: ministry revises policy [Ministry of Social Development and Social Innovation / Interior / Pg. 43]
  • Just give me a chance [City of Merritt / North / Pg. 45]
  • Voting rights for non-resident property owners [Regional District of Bulkley-Nechako / North / Pg. 48]
  • Ministry acknowledges consent was overlooked [Ministry of Children and Family Development / Vancouver Island/Sunshine Coast / Pg. 50]
  •  Now I understand how bids are scored [Ministry of Transportation and Infrastructure / Interior / Pg. 52]

The annual report also provides updates on action by government in implementing recommendations made in systemic reports. The detailed monitoring tables are available on the website as is the annual report at www.bcombudsperson.ca. Updates in this year’s annual report include:

  • No Longer Your Decision: British Columbia’s Process for Appointing the Public Guardian and Trustee to Manage the Financial Affairs of Incapable Adults
  • The Best of Care: Getting it Right for Seniors in British Columbia, parts 1 and 2
  • On Short Notice: An Investigation of Vancouver Island Health Authority’s Process for Closing Cowichan Lodge
  • Honouring Commitments: An Investigation of Fraser Health Authority’s Transfer of Seniors form Temporarily Funded Residential Care Beds
  • Last Resort: Improving Fairness and Accountability in BCs Income Assistance Program

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