Your responses and the results to our Safe Workplace Survey

First off, our sincere thank you to all the MoveUP members who took the time to complete the safety surveys. After seeing the results from the Driver Examiners last January, we were anxious to check in with other workers on issues related to their health and safety. We had an incredible response from our membership with 1,194 members taking part in this latest round of surveys.

We have analyzed the results of the recent Safe Workplace Surveys that were sent out to employees that work at ICBC Claims Division, Call Centres, Driver Licensing Offices, and Material Damage.

Within those results, we found some emerging and disturbing trends and it will be part of our conversations and discussions with ICBC moving forward.

Here are some of our key findings:

• 66.2% of those surveyed said they have experience verbal abuse by a customer and/or business partner over the last 12 months. Of those respondents:
  • 57.4% say that abuse has occurred at least once in the last month or more;
  • 96.1% say they have been yelled at;
  • 86.5% say they have been sworn at;
  • 21.1% have been threatened with violence;
  • Among workers at Driver’s Licensing, 13.2% have been involved in physical violence;
  • 60% said they did not report the incident to anybody, and only 7.3% reported the incident to WorkSafe BC; and
    Only 7.6% missed any work due to workplace abuse.
• The majority of members (69.7%) were aware of the fact that ICBC has a policy and procedure on handling abusive customers and business partners. However:
  • Only 57.4% said they have received training on what to do when dealing with an abusive customer/business partner;
  • Only 52.1% said they have received training on what to do if they see a co-worker dealing with an abusive customer/business partner;
  • 20.3% said they were unsure or didn’t know whether or not they were permitted to discontinue a conversation with an abusive customer or business partner. This was especially true within the Claims Division where over 25% surveyed said they were unsure whether this was acceptable.
• A significant percentage of the membership surveyed (62.9%) felt that having their first and last names on emails and other business correspondence was a risk to their safety.
• 32.3 of those surveyed said they have been subjected to abuse outside of the workplace related to their work at ICBC. Of those respondents:
  • 57.8% felt their personal safety was at risk;
  • 26.0% felt their family’s safety was at risk.

The results of each survey can be found at the links below:

ICBC Claims Division Survey Results

ICBC Call Centres Survey Results

ICBC Driver Licensing Offices Survey Results

ICBC Material Damage Survey Results

We have begun discussions with ICBC on these results. They are concerned too about your experiences of abuse from customers and business partners and have indicated that they want to find ways to eliminate or reduce workplace abuse.

Remember, abuse is not acceptable, and it is certainly not part of your job. You do not have to accept it or take it. We will continue to push ICBC to take action and improve worker safety. Your  responses also included suggested actions that the employer can take to protect you.

We also encourage you to report abuse to the Corporate Security Command Centre which will ensure your issue is investigated and forwarded to the provincial Health and Safety Committee. Abuse is a risk to your health and your safety. If your health is being affected, seek medical attention and report it to WorkSafe BC. As well, be sure to advise your Health and Safety Committee so it can be documented and investigated.

In solidarity,

Annette Toth
Vice-President

File Number: 18-ICBC-BLTN-Safe Workplace Survey-September 13

Union Label: AT/LJ: USW2009

Reply to: ljeffery@moveuptogether.ca