In a letter to BC Ferries, the Board of the North Coast Regional District (NCRD) outlined complaints they’ve heard from residents — and their own members.
“Our board members had heard and experienced themselves what I would call not great customer service interactions at the Rupert terminal,” NCRD corporal officer Daniel Fish said.
The letter, dated Oct. 6, reads: “Our Board has not only heard of, but also experienced, accounts of BC Ferry employee misconduct related to disrespecting customers, use of excessive and unnecessary profanity and gross incompetence.” It goes on to recount an incident where a resident was not allowed to bring paint which was destined for the Queen Charlotte Hospital on board, and further arrangements were not accommodated until a hospital employee returned later.
The board requested BC Ferries reviews their customer service practices and policies, especially at the Prince Rupert terminal.
On Oct. 20, BC Ferry Services Inc. responded by letter, which can be read in the board’s agenda from the Nov. 24 meeting.
“Essentially they’re looking into their practices at the terminal, and they’ve encouraged the board if there are any complaints, to use the process they have available to them as a customer. The board was generally happy with that,” Fish said.