FAQs
- Inclusive, accessible broad feedback approach: In-community and digital tools; 240+ languages
- Regionally grounded: Four coastal community areas designed for travel patterns to increase communication and relationship-building
- Project-based: Temporary local feedback groups formed as needed to include local representation on key changes
- Ongoing relationships: Annual briefings with gov’ts, MLAs, First Nations, and quarterly newsletters to inform on engagement opportunities and decisions
- Transparent and responsive: Clear process, timelines, and reporting back to communities
What's new with how BC Ferries engages communities?
We’re launching a new community engagement framework called Let’s Connect. An engagement framework is a system of approaches that guide how we connect with the communities we serve, ensuring that engagement is consistent, purposeful, and accessible. This new model sets clear priorities for engagement, expands opportunities for people to get involved, and fosters ongoing dialogue. It was shaped by public feedback, staff input, and best practices—and reflects our commitment to inclusive, transparent, and purpose-driven engagement. Highlights include:
Why is BC Ferries moving away from the Ferry Advisory Committee model?
We appreciate the Ferry Advisory Committee members who have dedicated their time over the years. What we heard from some of them, and the broader public, is that it’s time to evolve. Communities want more ways to participate, transparency in how feedback is used, and tailored approaches to regional and project-specific issues. This new framework responds to that and reflects our commitment to continuous improvement. By regularly reviewing and adapting our engagement processes, we aim to ensure they meet the changing needs of our communities and foster strong, meaningful connections.
Were outgoing FAC members involved in the development of the new engagement framework?
Yes, we offered FAC members the opportunity to extend their term to April 30, which most opted to do, in part to participate in the engagement process. We invited FAC members to participate in small group workshops, which more than 40 of them attended, to gather their input and ideas on the new engagement model. In addition, we invited FAC members to sign up to receive a newsletter (three editions to date) to keep them informed of the broader public engagement process. We also met with some FAC members individually.
What decisions will continue to be made with public input?
The intention is to engage communities on issues and projects where there are clear opportunities to inform decision-making and outcomes, such as infrastructure projects, service and schedule changes open for input, policy and program design, and long-term system considerations. Topics that are typically addressed through other channels include decisions about trip-specific concerns, safety rules and vessel operations, real-time operational decisions, unionized staffing or labour relations issues, and weather-related disruptions or emergency response.
Previously there was concern that BC Ferries was taking engagement online only. Has that changed because of what you heard?
BC Ferries never intended to go online only, but that’s definitely a misconception we heard while out talking with people in coastal communities. We do want to enhance our digital tools and offer more meaningful online opportunities to engage—alongside those valuable in-person conversations—to make sure people have options to participate in a variety of hybrid ways that work best for them.
How are you reaching people who don’t typically engage or don’t have easy digital access?
Accessibility and inclusion are priorities. We're offering in-person sessions, digital engagement available in over 240 languages, and partnering with community organizations to reach those who may not use online tools. We’re also providing advance notice and support wherever possible to reduce barriers like cost, accessibility, or geography.
Are you concerned that online engagement doesn’t work for older people who may not have computers?
Seniors were the largest age demographic that took part in the Shaping Future Engagement online survey—43% of respondents were 65 or older. So, we know online tools work for people in all age groups. However, the aim is to combine digital and in-community opportunities for a hybrid approach to community engagement.
What specifically are you doing to include underrepresented voices?
We are doing everything we can to remove barriers—such as distance, disability or cost—that have prevented people from participating previously. Some examples include providing multiple in-person and digital methods to provide input, collaborating with organizations already serving specific populations, and providing plenty of notice for engagement opportunities so necessary supports can be arranged.
Is there a dedicated BC Ferries engagement team?
Yes, we have an External Engagement team that is responsible for public engagement, community relations, government relations, and Indigenous relations. This team, which previously supported the FAC process, will transition to supporting the new engagement model.
Will local governments and First Nations be involved in shaping engagement processes moving forward? What role do they play under this new framework?
The new approach involves local governments and First Nations directly and commits to annual meetings with these groups.
Where can I learn more?
To learn more, please visit bcferriesprojects.ca/your-coastal-community
project feedback groups
Why only have feedback groups for specific projects, and not day-to-day ferry concerns?
What we heard throughout the engagement process is the importance of being clear about what we’re engaging on and what influence people have. What isn’t productive is a conversation about everything. When there’s a decision to be made that impacts communities, that’s when we’ll to invite a group of folks with local knowledge to provide informed input to support decisions. The process to provide general feedback and suggest improvements continues to be by contacting our Customer Care Centre at bcferries.com/contact-us or by phone (1-888-223-3779).
What is a project feedback group?
Project feedback groups offer meaningful opportunities for community members to engage on specific projects in their coastal community. These groups are designed to include community thoughts and feedback in decision making, while providing a structure that is valuable to all participants.
Who can express interest in joining a project feedback group?
Any community member can express interest in joiningtheir coastal community's project feedback group by expressing interest: project feedback group form
Please note completing the form does not guarantee selection.
Once I submit my interest, am I guaranteed to be involved?
Completing the expression of interest form is not a guarantee of participation in a future project feedback group, and selections may not be limited to people who have expressed interest.
How are project feedback groups selected?
When opportunities for community participation arise, project feedback group members will be selected from the pool of applicants based on project requirements.
A strong project feedback group will include connect a variety of local voices from diverse backgrounds that reflect the project scope and criteria. This could include school boards, local chambers, businesses, tourism associations, local community members amongst others.
What is the time commitment for project feedback groups?
The time commitment depends on the scale of the project and level of community impact, and how much you want to put into the experience. We’re open to your ideas! Expectations will be discussed as new project feedback groups are assembled.
What is the compensation for project feedback group members?
Project feedback groups are volunteer positions.