Here are the steps to follow to register your complaint about drinking water quality.
Step 1: Contact your water supplier
If you are connected to a community water system contact your water supplier to register your concern or complaint. In many cases, it will be possible to resolve the issue at this point. If your discussion with the water supplier has not produced a satisfactory result, please move on to Step Two.
Step 2: Contact Fraser Health's drinking water program
Environmental Health Services
207-2776 Bourquin Cr W
Abbotsford, BC V2S 6A4
Phone: 604-870-7900 or 1-866-749-7900 (toll-free)
Fax: 604-870-7901
Step 3: Keep a record
If you contact the water supplier or Fraser Health by phone, be sure to take notes of the date and time of the call, the name of the person you spoke to, the main points of the conversation and what actions will be taken by the person.
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How will my complaint be handled?
Answer
Your complaint will be referred to an Environmental Health Officer (EHO) in the Regional Drinking Water Program. The EHO will contact you by phone, within one working day, to record and assess the details of your complaint or concern.
The EHO will, if possible, attempt to resolve or address your complaint at this point. If further action is required the EHO will complete the investigation, where possible, within 15 working days. The results of the investigation will be sent to you in writing.
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What if I am not satisfied with the findings of the Environmental Health Officer (EHO) and I believe there is still a threat to my drinking water?
Answer
Section 29 of the Drinking Water Protection Act states that: 29 (1) If a person considers that there is a threat to their drinking water, the person may request the drinking water officer to investigate the matter. 29 (2) A request under subsection (1) must be in writing and must include specifics of the facts that the person considers constitute the threat.
- If after receiving the written finding, from the EHO, you believe the complaint has not been resolved and there is still a threat to your drinking water, you may request, in writing, a Section 29 Investigation under the Drinking Water Protection Act (DWPA).
- Upon receipt of your written request for a Section 29 investigation, the EHO will mail, fax or email you an Assessment Questionnaire (see forms below).
- You are to return the completed questionnaire to Fraser Health by mail or fax.
- Upon receipt of the completed questionnaire your complaint will be reviewed by the Regional Drinking Water Program Manager and the Fraser Health Drinking Water Officer to determine if a S29 investigation is warranted.
- Once the review has been completed, you will be notified of our decision to undertake the investigation or deny your request.
- If your request is denied, you will be informed, in writing, the reasons why.
- If a further investigation is undertaken, it will be completed, where possible, within 15 working days. The results of the investigation will be sent to you in writing.
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What if I am still not satisfied with the findings and actions taken by Fraser Health?
Answer
If after the complaint investigation has been concluded and you have reason to believe that Fraser Health has treated you unfairly you can refer your complaint to the Office of the Ombudsman. The Ombudsman can:
- provide information about what steps to take in dealing with a public agency
- try to settle complaints through consultation investigate complaints about administrative unfairness by a public agency
- make recommendations to a public agency to resolve an unfairness
- report to the provincial legislature
- issue public reports
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Complaint forms
Where a complaint relates to privacy and information matter and you are not satisfied with Fraser Health’s response to the complaint, you have the right to complain to the Information and Privacy Commissioner.
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