Our public auto insurance system strives for continuous improvement in all aspects of its operations, including those aimed at ensuring fair and appropriate service to customers. The Fair Practices Office (FPO) was formed in 1999 with this goal in mind. The office gathers input directly from Manitobans and other interested parties who wish to bring issues and concerns of a systemic nature to the attention of the corporation. It is free to scrutinize the corporation’s policies and procedures in an objective and constructive manner.

The FPO is not a formal avenue of appeal, but customers who bring their concerns to the office’s attention are assisted in determining the best “next steps” for their particular issues. Among the office’s responsibilities is the investigation of all formal customer concerns presented to the provincial Ombudsman.

The office reports its observations directly to the President and Chief Executive Officer. It can recommend review of an issue and alerts senior management of any systemic concerns or policies that should be addressed.

2005 results
In the 2005/06 fiscal year, the FPO received 324 documented customer inquiries from the following referral sources:

The FPO recommended the corporation revise its decision in 18 situations, or about six per cent of the cases it reviewed. In 94 per cent of the situations that were examined (306 of 324), the FPO’s findings supported the original decision.

Fair Practices Office