Submit a complaint to the LCRB

The Liquor and Cannabis Regulation Branch (LCRB) responds to complaints from the public and from industry about the operation of private liquor and non-medical cannabis establishments in B.C., including:

  • Bars, pubs and nightclubs
  • Restaurants with liquor licences
  • UBrew and UVin stores
  • Liquor manufacturers such as
    • Distilleries
    • Wineries
    • Breweries
    • Cideries
  • Liquor retail stores
  • Catering businesses
  • Wine stores
  • Events with special-event permits
  • Non-medical cannabis retail stores

The LCRB does not regulate or respond to complaints about BC Government liquor or public non-medical cannabis stores.

For concerns related to a BC government liquor or non-medical cannabis store


On this page:


Jurisdictional authority

Liquor

The LCRB can only investigate and initiate enforcement action in relation to liquor establishments or special events

If your complaint is about a business or individual that does not have a liquor licence or special event permit

  • Contact your local police department

Non-medical cannabis

The LCRB can only initiate enforcement action in relation to non-medical cannabis retail stores

If your complaint is for an unlicensed cannabis retail operation or event,

  • Contact the Director, Community Safety Unit (CSU) at csu@gov.bc.ca

Like the LCRB Compliance and Enforcement Program, the CSU takes an educational approach to encourage voluntary compliance and only proceeds with enforcement action if the issues aren't resolved.


Submit a complaint by email

For a licensed liquor establishment, special event or non-medical cannabis store

You can submit a complaint to the LCRB Compliance and Enforcement Program by writing an email to LCRBcomplaints@gov.bc.ca.

In your email, please include the following information: 

About you

  • Your name and address
  • Your contact details (phone and email)
  • The date you are submitting the complaint
  • Your LCRB licence number, if applicable
  • If a message can be left at your phone number

About the complaint

  • Name and address of establishment, event or store
  • As much detail as possible regarding the incident/situation, for example
    • Witness information
    • Action you might have taken
  • Date of incident
  • Time of incident

Submit your complaint email

 

Freedom of Information and Protection of Privacy 

This information is collected by the Liquor and Cannabis Regulation Branch under Section 26 (b) and (c) of the Freedom of Information and Protection of Privacy Act and will be used for the purpose of liquor licensing and compliance and enforcement matters in accordance with the Liquor Control and Licensing Act. Should you have any questions about the collection, use, or disclosure of personal information, please contact the Freedom of Information Officer by phone toll free at 1-866-209-2111.


Complaint process

Generally, within 30 days of receiving a complaint by email or by form, the LCRB sends an email or letter to let you know

  • The Compliance and Enforcement Program has received the complaint
  • Whether the complaint will be accepted for consideration

Responding to a complaint

Once the complaint has been accepted and considered, a response to the complaint will be provided to the complainant.

The response to a complaint depends on factors, such as

  • The type of complaint you submit
  • The details of the complaint

Sometimes, the complaint is simple and may be easily resolved.

  • For example, checking if a server has a Serving It Right qualification.

In other cases, the complaint may be more complex and may need more in-depth investigation or enforcement action.

To ensure protection of privacy in compliance with the Freedom of Information and Protection of Privacy Act (FOIPPA)

  • The LCRB  is not able to give the complainant any details about the findings or actions of an investigation

Not accepting a complaint

The LCRB Compliance and Enforcement Program may decide not to accept a complaint if any of the following apply:

  • There has been more than six months between
    • The date the complainant knew or should have known the complaint facts and the date the LCRB received the complaint
  • The complaint doesn’t fall under the LCRB’s mandate
  • The complaint is frivolous, vexatious or not made in good faith
  • Accepting the complaint serves no useful purpose
    • For example, if the establishment is no longer in operation or has been sold
  • The complaint has already been investigated
  • The complainant did not provide enough information or evidence to justify the complaint and warrant enforcement action

Review of a decision not to accept a complaint

If the LCRB decides not to accept your complaint, you can request a review of the decision.

Review process

You have 30 days to request a review

  • The 30 days starts once you receive notification your complaint has not been accepted for investigation
    • You have to submit your request in writing, either by email or letter

You must show in your written submission that

  • The nature of the complaint was misunderstood, or
  • Further information is now available, and
    • That information was not available at the time the complaint was first considered

The LCRB will tell you by email within 30 days after they get your written request if the complaint will be investigated.

Submit your review request by email.

To submit a request to review by mail

Send your letter to

Liquor & Cannabis Regulation Branch Head Office
PO Box 9292 Stn Prov Govt
Victoria, BC V8W 9J8

If you are not satisfied with the result of a complaint submitted to the branch


If you are a licensee or permittee and someone makes a complaint about the operation of your establishment or event

  • An inspector will contact you to follow up