FrontCounter BC client service commitment
Last updated on May 19, 2026Service standards are part of our ongoing commitment to client service excellence.
These service standards:
- Outline the quality of service that you can reasonably expect to receive from us under normal circumstances
- Apply to anyone who receives, requests or is affected by our services
Fast and accessible client service
We will acknowledge and respond to email and voicemail messages within 3 business days.
We will maintain current, personalized greetings.
We will acknowledge or serve you within 10 minutes of lining up for service. When possible, we will provide you with an estimated wait time.
We will acknowledge receipt of your application within one business day.
We will respond to or acknowledge your mail correspondence within 7 business days, upon receipt.
Reliable and trusted client service
Our online services will be available 24 hours a day, 7 days a week, with the exception of scheduled maintenance.
Our goal is to serve you at your first point of contact; however, we may need to redirect you to the appropriate agency.
Fair and knowledgeable client service
We will clearly communicate our services and apply policies and procedures in a polite, fair, and consistent manner.
Your compliments, comments, suggestions and concerns help us serve you better. You can provide feedback online, by email at NRMComments@gov.bc.ca or in-person. Please include your name and contact information. We are unable to follow up or resolve service complaints without this information.
Contact information
NRMComments@gov.bc.ca