Make a complaint to the Residential Tenancy Branch
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.
On this page
- Dispute resolution decisions are final
- How to submit a complaint
- What to include
- Complaint process
- If you think you have been treated unfairly
- I need help
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
The best way to submit a complaint is by emailing the branch. Use the information below to ensure the correct person receives your complaint.
Dispute resolution hearing complaint
- Email: HSRTO@gov.bc.ca
- Subject: Attention: Director, Dispute Resolution Services
RTB staff conduct complaint
- Email: HSRTO@gov.bc.ca
- Subject: Attention: Supervisor, Information Services
By Mail
If you do not have email, you can sent a written complaint to RTB at the address below:
- 400 - 5021 Kingsway, Burnaby, V5H 4A5
Letters should be addressed with the same subjects as email complaints:
- Dispute resolution hearing complaint - Attention: Director, Dispute Resolution Services
- RTB staff conduct complaint - Attention: Supervisor, Information Services
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 our 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, you may wish to contact the Office of the Ombudsperson.
