Some of you may already be familiar with BC’s Civil Resolution Tribunal (CRT). The CRT can help you resolve certain disputes quickly in a variety of different ways. In this blog post, we will cover some of the basics. When can you use the CRT? What in the world is a solution explorer? We’ve gathered this information from their website so you can have a better grasp of what to expect from the CRT.
What kind of things can the CRT help you with?
The CRT can help you try to resolve small claims disputes under $5,000 and strata (condominium) disputes of any amount. For more information on the specifics of either of these types of disputes, visit the jurisdiction page on the CRT’s website.
How does it work?
Here is the process you follow if you have a dispute that you think falls within the guidelines of the CRT:
1. The Solution Explorer:
You must start here. The Solution Explorer is an online resource that will walk you through your issue and help determine the best path for you to take. It has information and tools that may help you resolve your dispute before making a claim. The CRT has a 3-minute video that shows how to use this tool. If you can’t resolve the issue using the Solution Explorer, then you can start the Tribunal Process.
2. The Tribunal Process:
This is a multi-step process and disputes may be resolved at any stage. The steps below are a bare-bones guideline. If you want more detailed information, please visit the CRT website.
Filing a dispute – First, submit an application for dispute resolution. After that you pay a fee. Then, you will receive a dispute notification package, which will outline your next steps. Remember that you should have all the necessary information before you start your application (because you can’t save your application mid-way through).
Responding to a dispute – If you receive a Dispute Notice from someone (you can receive this notice in a variety of ways), you must respond and follow the timelines set out in the form. You then must wait for the CRT to contact you before negotiation begins.
Negotiation – This step allows you to negotiate with the other party and potentially end the dispute. It is the fastest and cheapest way to resolve your issue.
Facilitation – If you can’t resolve the issue using the steps above, a dispute resolution expert steps in and acts as a neutral facilitator. Each side provides evidence to support their position.
The Tribunal Decision Process – You use this step if you can’t resolve your dispute during negotiation or facilitation. One of the CRT’s tribunal members will look at the evidence and make a final decision. The CRT member may also make orders for the parties to pay money or do certain things.
3. How the process ends:
After you receive your CRT tribunal decision, your options depend on whether you have a strata dispute or a small claims dispute. It also depends on whether or not you agree with the decision. The CRT has more comprehensive information on their website about what happens after you receive a decision from them.
Where to go for more information
If you have any questions about the CRT, visit their website. They have a lot of information available. If you still can’t find what you’re looking for, you may be interested in contacting the CRT directly.
About Consumer Protection BC
We are responsible for regulating specific industries and certain consumer transactions in British Columbia. If your concern is captured under the laws we enforce, we will use all the tools at our disposal to assist you. If we can’t help you directly, we will be happy to provide you with as much information as possible. Depending on your concern, another organization may be the ones to speak to; other times, court or legal assistance may be the best option. Visit our website at www.consumerprotectionbc.ca for more information.
What can a Strata owner do about senior bullying? I have a witness to me being bullied by the SC VP. There are other hostile acts being perpetrated on me. What authorities should I report these matters to? I’m in Summerland. I’m not looking for money but to trash their reputations and have police and by-law officer make very clear they’ve no jurisdiction over roadway.
Hi Angela, we have a couple of places we can suggest. One is Seniors First BC and they have Seniors Abuse and Information Line (SAIL). Their website is http://seniorsfirstbc.ca/ and they have a toll free number: 1-866-437-1940. The other option is to look into the Civil Resolution Tribunal (CRT). This page on their website (link here) explains how the CRT process works and you can determine what path to take from there. I hope this information is helpful to you, Angela and you can resolve the issue quickly!
Hi there,
I live in a Strata lot. Almost 2 months ago my washroom’s ceiling was damaged by water coming out from the unit above. The care taker was informed and the next day came for an inspection, and this person said the whole ceiling needed to be replaced, not after inflicting further physical damage to the ceiling (a sizeable hole) with the pretext of exploring the extent of the damage. Since then, there have been offers to send a contractor to fix the damage at times I am not present and from a couple of weeks ago the care taker has stopped communications with me. I reached out to the Strata Property Agent with no response. I am holding strata fees to use them to repair the damage. Please let me know what actions I can take to solve this issue.
Thank you for time.
Hi Joanhna, thanks for your question. We’ve actually written a blog post on this topic with some options for who can talk to when you run into an issue with your strata. Here is the link for you: https://www.consumerprotectionbc.ca/2018/05/who-do-i-talk-to-aboutstrata-issues/. While this issue is outside of our authority, we’ve gathered some information from the Government of BC about your options. I hope this helps and best of luck!
Hi Johanna, I live in a strata building and use the pool facility every morning until 8am when the pool is closed for cleaning. Starting in March, 2019, I suddenly faced locked out some days from the changing room after I finished the swim, until I was straightly locked out for the whole week then I reported issue to the council by writing an email. I then got confirmed that the changing room is supposed to open during the pool operation. But two days later I was locked out again! (Always only the time spot when I need to use the changing room, no one else was affected since I was the only one usually used the pool that time). I had no place to change my clothes but wearing wet swimsuit walked up back to my unit upstair, or change in a sauna room where anyone can come. I then asked strata to send someone down here to solved the issue because I’m frustrated and depressed. The Private Officer then met me and asked me many questions, and I answered and explained all the details, by then I knew that the door was locked on me again was because the cleaning lady showed a video she took from the changing room where hair and towel papers every where, it looked like a crime scene. The video took after I left changing room that day. But when I left the changing room it looked normal as before, I’ve never seen things like that, plus I don’t use towel papers to dry myself, I don’t comb or use dryer on my hair. It was completely faked video she set it up! I also asked him whether the cleaning lady is allowed to clean the changing room and kept door straight open when I was inside unaddressed? The answer was she’s fully trained cleaner, wait outside until no one inside then clean the room. After the meeting, I wrote email to ask council to have the cleaning lady apologize to me for all the bad things she did to me., and asked one month strata fee reimburse to me as I did not use the facility I paid for, plus the suffering and damages i’ve been through. After the council meeting weeks later, I received council response now by fine me $200 for inappropriate use of changing room, plus no access to the facility for 30 days. I’m totally shocked! First time I know strata council can act so crazy and so unreasonable regardless the true facts with no hesitation to support and protect and speak out for the cleaning lady who did completely wrong! How can I accept things like that? How should I handle and deal with such nonsense strata council? I’m deeply depressed. I stayed up almost all night last night and finally found your website where I can ask questions. I’ve already lost 5kg, my life is completely disordered. Please let me know where I can reach out for help and justice?
Thank you!
In council’s letter, it says:
Should there be further infractions with respect to this matter, additional letters and fines or other actions may be issued in accordance with the Strata Corporation’s Bylaws and/or pursuant to the Strata Property Act.
Can council be so free and so powerful to do whatever they like? I’m totally puzzled and feel the powerless and hopeless…
Hi again Lucy, I would suggest checking out the link I shared in my last response. It goes over what your options are when you encounter an issue with your strata. We don’t have any authority over strata disputes, so I think the resources I share in the blog post are a good place to start!
Hi Lucy, thanks for reaching out to us here. I notice you addressed your question to Johanna – so I’m not sure if this question is meant for us. Either way, I would suggest you take a look at the resources in this blog post for help with what to do next. Best of luck!
Hi Amanda,
Sorry for the confusing when I put name Johanna in the comment. I made a mistake, but didn’t know how to correct it, therefore I had to leave the way it was.
Thanks for the information in your blog, today I started CRT online filing. One of the way I can start with. It doesn’t look too difficult. I think if people know how to file the complaint through CRT against strata, then people can be much protected legally.
Thanks for your reply!
We have had to make a noise complaint and we are told by the strata council that during the complaint process , a couple of months , that they will not receive another complaint or update on the issue on the same topic . They are saying that the complaint process will not go faster , when receiving other complaints on the same subject . Can the strata refuse to receive another complaint under certain circumstances?
Even though the day time and evening noise volume has amplified a lot since the complaint has been made . What can we do as the problem is nearly unlivable ?
Hi Don, thanks for the question. That sounds like a question for the CRT. If you look at section of the blog post that says: “Where to go for more information”, you’ll find a link to the CRT website and their contact information. Best of luck!
Can the CRT compel a Strata council to enforce a noise by law and the process of enforcement as it is written in their strata by laws and rules . Can’t the Strata council just refuse to participate ?
Hi Don, thanks for the question. I just responded to your other question below. This is not something we have authority over, so again, I think your best bet is to contact the CRT for information on what to do with issues with your strata. There are also some resources in a blog post we have here: https://www.consumerprotectionbc.ca/2018/05/who-do-i-talk-to-aboutstrata-issues/. I hope you find the info you’re looking for! Thanks.
Hello, I hope this is something you can help me with:
I purchased progressive lenses from an optical store in New Westminster on September 13, 2019. It took nearly 3 weeks to get my new glasses – I picked them up October 2. After a day of wearing them, I went back to have the fit adjusted. I went back on a number of occasions to have them adjusted as something wasn’t right with the reading part of the lenses. The optician was getting fed up and told me to have my eyes retested by the optometrist. I had my eyes retested on October 30 and according to the optometrist, there was no change in the prescription and it was the glasses/lenses that were the problem. I went back to the optician to tell him it is the lenses and not the prescription that is the problem. He is now refusing to re-measure, remake or give me my money back in full. He said since there is no prescription change the lab will not re-do the lenses at no cost. He is telling me everything is set where they have to be and so basically I am out of luck. Is this standard practice for opticians in BC?
Hi Shari, thanks for reaching out to us with your question. It sounds like this may be an issue involving quality of service. Our office doesn’t have any authority when it comes to issues around quality of service, nor do we have any insight into what the standard practices are for opticians in BC. I would suggest you try to work with the business to attempt to try to escalate the issue up to management. Try to gather any supporting documentation (emails, texts, any correspondence you have had) and ask him to either refund you or to fix the glasses. We have a blog post we wrote when it comes to quality of service issues that may be helpful for you: https://www.consumerprotectionbc.ca/2017/11/quality-service-issue-can/ The post goes over some options that you have when you run into a problem. I hope this is helpful to you and best of luck
Hi Amanda,
Thank you for your reply. I agree, it is partly a quality of service, but also I feel it falls under misleading advertising. Before I purchased the glasses, I went over everything with the optician. I was told at the time that re-makes are included in the purchase price. After the fact, it is not the case. In the meantime, I found that there is a College of Opticians in Vancouver and I have filed a complaint against the Little Eye Shop Optical in New Westminster.
Hi Shari, thanks for your reply. I’m happy you we’re able to find an appropriate organization to report the issue to. Best of luck!
I had a broken bolt part inside valve cover of my car. I requested to get it removed from the auto repair centre and which they did but the mechanic damaged the bolt socket in the process. Instead of using the original bolt of valve cover, the mechanic used the bolt which is good for short term only.
When i said to owner that i am not happy with the repair and the use of short term bolt before paying the bill, the owner ripped the bill.
I paid the bill even after this faulty repair but i would like to register complain for the faulty repair work. How can i register a complain against the mechanic? I have a video and pictures too.
Hi TJ, thanks for reaching out to us here. You may be able to resolve the issue through the CRT. I would suggest contacting them for help if you’re not able to resolve the issue with the owner.
Thank you Amanda.
When I first moved into my condo the balconies were in need of replacing. When I Asked the building manager I was told they were my resopnsibility. I spent close to 4000$ replacing them. And over the years more on upkeep of the decks and the patio doors. I ended up on strata counsil and studied all the bylaws. I learned that the balconies and outer windows and doors are starta responsibilites. I put in a request to have my money refunded. In turn i was told only if I had reciepts. Despite it being many years I did have the receipts. Once I gave them to the remaining members of the council along with a materials list matching the amounts needed to those shown on the receipts. I was denied with the reason being, it would show favouritism to me because It would show favouritism towards me for volunteering my time to counsel. I quit after that year as I did not agree at all with the way it was run or the way they came to their decisions. I would use the term illegal and more importantly unethical. They should still have the receipts, is there an easy recourse to this issue or did I get swindled by a crooked counsil and best to forget it happened?
Hi Michael, thank you for sharing your experience with us. The best way to resolve a strata issue would be to go to the CRT. The article you commented on has a lot of information and links to the CRT so I would strongly encourage you to take a look at their website. I hope you will be able to get your money back.
My son and his family purchased their first condo unit 4 years ago (2018) at Park Place in South Surrey where I was a co maker. It was a 1 bedroom + den ground floor unit. My then 10 year old granddaughter requested to have her own bed room that decided her Dad (who’s my son) to ask my husband, (whose been a Senior Structural Designer for 15 years now at BBA Engineering Consultancy in Vancouver a purely Canadian engineering company originally based in Montreal) to design and initiate the installation of a more or less 2 meters partition for the den to convert it into small bedroom. We made sure to inform the then Strata Council and even furnish them the plan for that small partition. After 4 years now my son decided to put a crown moulding on the ceiling to match the existing one and still inform the new Strata Council about it for respect.
It suddenly was made into an issue and sending my son loads of emails asking such us: building permit etc. even mentioning they are different from the previous Strata Councils and what transpired 4 years ago is not approved to them. It seemed that they didn’t have proper turn over of designations and now the present Councils seem to be harassing my son and his family by making big of this very small issue asking so many requirements. To think there was a unit on the 3rd floor recently sold that undergone renovations before selling that they did not even ask for permit. My granddaughter is very affected already of loosing her room and actually that’s what concern us more. At this moment in time where everything seems so tight, this hard earning family that are trying to make the end meets to give the best they could offer for their children, this situation has been affecting not only them but also us. Much as we wanted to consult our case for proper legality, we cannot afford extra expenses that will cost us right now. We hope we’re not smelling not only harrashment but also discrimination from them.
Hi Leni, thank you for contacting us here. When dealing with strata issues, you can use an online dispute resolution platform called the Civil Resolution Tribunal or CRT. They have a very informative website (here is the link) so I would encourage you to take a look and see if you can find a path to a solution that way. I hope you and your son’s family will be able to resolve the issue quickly.
Hello,
I live in a condo in WhiteRock. I have a neighbour who is angry and retaliating against me by submitting false accusations to the strata council.
Now as far as I know a person is innocent until proven guilty in BC so how is it the strata and council can turn around within 24 hours and issue me $200 daily fines on the basis of my neighbours hearsay? It’s at $800 for June/2022 and as a single mother the only thing I can do is leave my home because I cannot afford 200 a day fines for something that I’m not even doing to begin with how would you advise me because I need immediate help?
Thank you 🙏 .
Hi Suzzane, thanks for reaching out. I would suggest approaching the strata council to explain the situation if you believe you were fined inappropriately and attempt to fix the issue with them. If you are unable to come to a resolution after talking with your strata, and still believe you were wrongly fined, you may take the issue to the Civil Resolution Tribunal as outlined in the blog post above. If you still have questions, we also have included some resources to help folks experiencing strata issues under the heading “still have questions?”. This isn’t an area we have authority over, so using the resources and organizations linked in the blog post will be your best bet to find answers to your questions. You can also find more information on what to do when approaching strata issues in our blog post here : https://www.consumerprotectionbc.ca/2018/05/who-do-i-talk-to-aboutstrata-issues/ . Hope this helps!
Hello! I have an issue I may need to take to small claims.
I made an appointment and dropped a vehicle off at a mechanic shop, telling them specifically what was wrong and exactly what new part to put in. I was given a quote for 100 part + 150 labour and told it would be done over the weekend.
It is now Tuesday the following week, they have done nothing, they told me the part is now 400 + 500 labour. (I can buy the part myself for $45 online and do the process myself in 30 mins).
I told them forget it, Ill come pick up my vehicle.
I now have some bill for 200 just for time. They’ve literally done nothing. We agreed they would swap out a part and they have not.
What rights do we both have? What if I show up and refuse to pay the bill? Does the mechanic shop have the right to hold the vehicle? I read that if they have done work and installed parts they can hold a vehicle and put a lien on it. But they’ve literally done nothing, made up some mock bill about looking at it which was unecessary and unagreed upon. If they do decide to try and hold and lien my vehicle for this 200 bill, I read I can send them a notice to prove lien. Throughout this process of disputing the bill and the lien, do they have the right to hold the vehicle?
Thanks!!
Hey Levi, thanks for the questions. We don’t oversee contractual disputes and quality of service issues , so your situation will have to be resolved in court. The Civil Resolution Tribunal handles cases worth under $5000 and is linked in the blog post above. You may also want access to pro-bono lawyer services through this page here: https://www.accessprobono.ca/our-programs/lawyer-referral-service. While I imagine this didn’t answer all of your questions, I hope it helps.
Hello,
A month ago, I have a heating / cooling company to work on my apartment unit heater. The job was not done right so I contacted the own from email. In his email, he said he would not be charged for any of the issues we have had to date. But now, he change his mind. He said he would only apply discount to the original invoice.
What can I do now?
Hi Kei, thanks for your question. This isn’t an area we have authority over but I’m happy to outline some options for you. If you are unhappy with the owners offer, you may want to continue to work with them to try to come to an agreement. If you can’t resolve the issue with the business directly, your options may be limited to having the issue resolved through the courts. The Civil Resolution Tribunal can help with disputes up to $5,000 and Small Claims Court can help with disputes up to $35,000. I hope this helps.