Make a complaint to the Residential Tenancy Branch

Last updated on April 25, 2024

The Residential Tenancy Branch (RTB) reviews and responds to complaints about staff conduct and the hearing process. It uses feedback to improve its rules, processes and policies when possible. 

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Dispute resolution decisions are final

The RTB reviews feedback and complaints about staff conduct and the dispute resolution hearing process. The complaint process is not for dispute resolution decisions, and the RTB is not able to change the outcome of a hearing.

How to submit a complaint

Email

The best way to submit a complaint is by emailing the branch. 

Complaints or concerns about the RTB process, hearing or staff conduct

Email: RTBcomplaints@gov.bc.ca

By Mail

If you do not have email, you can send a written complaint to RTB at the address below:

  • 400 - 5021 Kingsway, Burnaby, V5H 4A5

 

What to include

Please provide a brief description of the issue and include:

  • File number
  • Relevant dates and times
  • Names of person(s) involved
  • A summary of what has happened

Complaint process

Step 1: Review

Once received, your complaint or feedback will be sent to the appropriate manager or supervisor for review.

Step 2: Investigation and discussion

The investigating manager or supervisor will investigate the complaint, which typically includes discussing the matter with any staff involved in the the complaint.

If a complaint is about a dispute resolution hearing and a decision has not been made, this step may not occur or be postponed. This is to protect the impartiality of the arbitrator in reaching a decision. If appropriate, discussion may occur after the decision.

If you have concerns during a hearing, you should raise those concerns at the hearing.

Step 3: Written response

You will receive a written response within 30 days of submitting your complaint outlining the actions taken to review your complaint, the outcome and potential next steps.

If you think you have been treated unfairly

If you believe you have not been treated fairly by the RTB, after completing the RTB's complaint process, you may wish to contact the Office of the Ombudsperson.

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