Complaint Process – How to file a complaint against a Security Licensee
Overview
This complaint process is set up for members of the public who wish to file a complaint about a matter relating to the Security Services Act with respect to a licensed security worker or business. Complaints will be reviewed by the Registrar, and an investigation may be conducted. If it is found that a licensee's conduct contravened the Security Services Act, the Security Services Regulation or a condition of a licence, the Registrar will determine whether to impose a penalty (sanction) under the Security Services Act.
Licensees, whether an individual security work or security business, are required to follow the specific terms and conditions of their licence. Compliance with the Code of Conduct (section 14 of the Security Services Regulation) is a condition of all licences.
Licence Must be Shown: Those working in the security industry must produce their security worker licence and/or security business licence at the request of any person – the licence shows the individual or business is licensed by the Province of British Columbia and the particular type(s) of security service they may perform, the licence number, the issue and expiry date, plus any conditions the Registrar has imposed on the licensee.
Detailed information on the complaint process is outlined in the Complaints Process Policy.
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How to Submit a Complaint
Anyone may make a complaint to the Registrar of Security Programs Division. All complaints to the Registrar against an individual or business providing security services must pertain to the requirements of the Security Services Act and Regulation. A complaint must be in writing and contain the following information:
- your identity
- your contact information
If the form is completed by someone other than yourself (the complainant), include the following:
- full name of person completing the form
- contact information of person completing the form
The Complaint Form
Please use the following complaint form:
Submitting the completed form:
See Contact Us page for full mailing address and courier drop off location or you can email to SPDCOMP@gov.bc.ca.
IMPORTANT: Put FULL address on any envelope being mailed or couriered in, including the ‘Attention’ line as Security Programs Division-Compliance and Enforcement.
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The Complaint Review Process
The following steps occur when the Security Programs Division conducts a review of a complaint:
- The Registrar sends a letter to the complainant indicating whether the complaint is accepted for investigation. This letter is sent no more than 30 days after the complaint is received.
- If the matter is accepted for investigation, an employee of the division will investigate. During the investigation, the employee may contact the complainant to discuss the matter in more detail.
- Following the investigation, the Registrar will decide if the matter that is the subject of the investigation is a contravention of the Security Services Act, the Security Services Regulation or a condition of a licence.
- If a contravention is determined, then the Registrar decides whether to proceed to sanction.
- Finally, the Registrar sends a letter to the complainant outlining the results of the investigation.
Other Complaint Route – the Ombudsman's Office
If you are not satisfied with the results of your complaint submitted to the Registrar, Security Services Act, you may file a complaint with the Ombudsman’s Office.
The Ombudsman’s Office prefers you try to resolve the problem with the Registrar, but if you have and still feel you have been treated unfairly, they may be able to help you. For more information about the Ombudsman’s Office, their complaint process and forms, contact them or visit their website – www.ombudsman.bc.ca
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