Submit a complaint to the LCRB

The Liquor and Cannabis Regulation Branch (LCRB) responds to complaints about the operation of licensed:

• Bars, pubs and nightclubs
• Restaurants 
• Liquor manufacturers such as distilleries, wineries, breweries, cideries
• Liquor retail stores
• Catering businesses
• Wine stores
• Events with special event permits
• UBrew and UVin establishments
• Cannabis stores

On this page:

• Jurisdictional authority
• Submit a complaint
• Complaint process
• Not accepting a complaint
• If a complaint is made about you

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Jurisdictional authority

The LCRB does not have jurisdiction to respond to complaints about:

• Government BC Liquor Stores or BC Cannabis Stores. Contact the BC Liquor Distribution Branch.
• A business or individual selling or manufacturing liquor without a liquor licence or permit. Contact your local police detachment.
• A business or individual selling cannabis without a licence or authoriztion. Contact the Community Safety Unit at csu@gov.bc.ca.
• A food delivery company who is charging above the fee cap. Learn about the Food Delivery Service Fee Act and how to submit a complaint. 

Liquor

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

• When liquor is manufactured or sold under a licence or Special Event Permit issued under the Liquor Control and Licensing Act

Cannabis

The LCRB can only initiate enforcement action in relation to cannabis stores licensed or authorized under the Cannabis Control and Licensing Act.

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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

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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

• You can file a complaint with the Office of the Ombudsperson

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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