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Residential tenancy investigation process

Last updated on December 7, 2023

When a complaint is submitted to the Compliance and Enforcement Unit (CEU) a compliance officer will assess the complaint. This may include contacting the parties to gather more information.

How complaints are investigated

The CEU follows the steps below to investigate complaints. When a landlord or tenant has seriously and deliberately not followed B.C. tenancy laws, the CEU may investigate and issue an administrative monetary penalty. 

An administrative penalty is a debt due to the government and must be paid within 60 days. Failure to pay will result in collection action being taken.

Step 1: Assessment

The complaint is assessed to determine if it is a serious violation under B.C. tenancy laws.

Within 30 days of receiving a complaint, the CEU will assess the file and send a written notice of the outcome of the assessment. 

Step 2: Investigate

If it is determined to be a repeated or serious violation, a compliance officer:

  • Contacts the tenant(s) and/or landlord(s) involved to get the facts and history of the complaint
  • Consults with other agencies (including law enforcement)
  • Escalates the complaint to an investigator
  • Collects evidence and may issue a warning letter
  • Issues demands to any parties involved to produce any records concerning the investigation

Step 3: Response

The party under investigation may respond to the case against them before any administrative penalty.

Step 4: Penalty 

If the review finds that a person has broken B.C. tenancy laws and the individual does not take steps to correct this, then the director may set an administrative financial penalty.

Please note: The Freedom of Information and Protection of Privacy Act (FOIPPA) protects the confidentiality of the person(s) involved. Cases that proceed to court may become part of public court records.

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