The complaint: Cael was pulled over by the police and was given a ticket for driving without a valid licence. The ticket led to an automatic 90-day driving prohibition. Nearly a year later, Cael received a notice of intent to prohibit him from driving issued by RoadSafetyBC (RSBC). The notice said he would be prohibited from driving for 90 days, but since it was received nearly a year after the ticket was issued, Cael mistakenly believed his driving probation was over.

Cael and his mother complained that RSBC took nearly a year to send the notice.

What we did: We learned through our investigation that the delay in issuing the notice was because of an error by ICBC. ICBC entered Cael’s birthday incorrectly when it recorded his ticket in its system. We also learned that a series of other communications issues, including mail delivery delays caused by the 2021 atmospheric river, complicated Cael’s case and impacted RSBC’s ability to administer his driving prohibition.

How we helped: ICBC wrote to Cael and apologized for its data entry error. RSBC also acknowledged that the standard letters it uses can be confusing and unclear. RSBC said it was working with ICBC to revise its standard letters, with a particular focus on plain language and clarity.

Why it matters: Cael’s complaint resulted in an apology and a commitment to revising and improving procedures. Correcting administrative errors when they are identified is part of fair service delivery.