Case Summaries
Our stories
Case summaries help tell the story our of investigations. They provide a lens into understanding the kinds of individual complaints that we hear and highlight the steps we take to get to the bottom of the issue, including the outcomes of our investigations.
Search Summaries
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Extension granted
For decisions to be fair it’s important that they are based on accurate and relevant information. Jan applied to…
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It’s in the mail
Making things right can involve going the extra mile. Danni’s 40-year-old son, Will, who was training for the Special…
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Caring for his wife meant financial hardship
Providing clients with clear and accessible information up front is of utmost importance. Lana was the main household breadwinner.…
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A complaint about a complaints process
Providing a clear explanation of how an error was made and the steps taken to rectify the issue is…
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Barriers overcome
Policies need to accommodate the personal circumstances of the public. Steve was experiencing issues with his Medical Services Plan…
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The case of the meter mix-up
Persistence is sometimes needed when bringing complaints forward. When Laurel opened her hydro bill she was shocked to see…
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Taking another look
Sometimes a second look can lead to a new decision. Jen was found to be 100% at fault by…
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Applying a new process to a prior claim
How a new process changed an unfair decision. Susie was out running a few errands and parked her car…
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An exercise in discretion
Exercising discretion can make a big difference to people in need. Mike called our office when BC Hydro disconnected…
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That was my sister’s debt
Sometimes public bodies don’t need to strictly rely on legal authority to obtain a good result. Jill, a mom…