Notice and claims information

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  Other steps to take

  In the event of property damage

  1. Notify your insurer:
     • Your insurance policy may cover the damage. Your insurer will investigate, and if covered, compensate you directly for the repairs.
  2. Keep any damaged items:
     • Your insurer may need them for inspection or to recover costs from those responsible.

  In the event of bodily injury

  1. Get medical assistance.
  2. Keep copies of receipts or invoices for any out-of-pocket expenses.

Providing notice

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  Providing notice online

  The quickest and easiest way is to provide notice online.

  Submit your notice

  The City of Vancouver collects personal information in accordance with s. 26(c) and 26(e) of the Freedom of Information and Protection of Privacy Act External website, opens in new tab and s. 294(2) of the Vancouver Charter External website, opens in new tab to administer and assess claims.

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  Providing notice by mail

  Include the following information in your notice letter: 

  • Your name, home address, telephone number, and email address 
  • The date and time of the incident 
  • The location of the incident (example: exact address, hundred block, street name, direction of travel) 
  • A description of how the incident occurred
  • Details of any property damage or injuries 
  • Names and contact information of any witnesses 
  • Photographs of the location, damage, or both 
  • Any other supporting documentation 

  Mail your written notice to: 

  City of Vancouver 
  Attention: City Clerk 
  453 West 12th Avenue 
  Vancouver, BC, V5Y 1V4 

  The City of Vancouver collects personal information in accordance with s. 26(c) and 26(e) of the Freedom of Information and Protection of Privacy Act External website, opens in new tab and s. 294(2) of the Vancouver Charter External website, opens in new tab to administer and assess claims.

  Information icon Responsibility for making sure that your letter is received by the City within the requisite limitation period rests with the claimant. The City is not responsible for lost mail, faxes or emails, or other issues, which may prevent your letter being received by the City within a legal limitation period.

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  Reviewing your notice

  1. We will send you an email confirming that we received your notice.
  2. Our Claims Services team will contact you when they begin conducting an investigation to assess legal responsibility. Make sure to keep all relevant documentation regarding your claim. 
  3. You will be notified of the decision in writing once the investigation is complete. Investigations take time, and staff will respond as soon as possible.
  4. We will only consider compensation if circumstances suggest legal responsibility.
  5. If a City-hired contractor caused the alleged damages, we will refer your claim to them. The contractor will handle the investigation.

  Important note Only the assigned investigator can discuss the circumstances of your notice with you.

  If you have additional evidence to share following the submission of your notice, email the evidence to claimsinfo@vancouver.ca.

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  Disputing the decision

  We are committed to settlements that are fair, reasonable, and within standard industry, legal, and municipal practice.

  We are dedicated to providing open communication to clarify the basis and rationale of any decisions, regardless of the outcome of the claim.

  If you disagree with our decision, you can pursue the matter through the Provincial Court of B.C. External website, opens in new tab or the Supreme Court of B.C External website, opens in new tab.

  Under the Limitation Act, 2012, any legal action against the City must be commenced with the court within 2 (two) years of the date of injury, loss, or damage. Your notice to the City does not fulfill or alter (pause or extend) this requirement under the Limitation Act, 2012.  

  Information icon The City does not accept service of court documents (such as a Notice of Civil Claim, Notice of Application, or other court document requiring personal service) via this electronic platform.

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  Vancouver Charter section 294(2) details

  The City is in no case liable for damages unless notice in writing, setting forth the time, place, and manner in which such damage has been sustained, shall be left and filed with the City Clerk within two months from and after the date on which such damage was sustained; provided that in case of the death of a person injured the want of a notice required by this subsection is not a bar to the maintenance of the action. The want or insufficiency of the notice required by this subsection is not a bar to the maintenance of an action if the Court or Judge before whom such action is tried or, in the case of an appeal, the Court of Appeal is of the opinion that there was reasonable excuse for the want or insufficiency and that the city has not been thereby prejudiced in its defence.

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  Freedom of Information and Protection of Privacy

  The City of Vancouver collects personal information in accordance with s. 26(c) and 26(e) of the Freedom of Information and Protection of Privacy Act External website, opens in new tab and s. 294(2) of the Vancouver Charter External website, opens in new tab to administer and assess claims.

  If you have questions about the collection of this information, contact the Director of Access to Information and Privacy by emailing privacy@vancouver.ca.