ODR Help

Click on one of the below subjects for assistance:

This help page is just a summary. For more detailed assistance, see the On-line Dispute Resolution Guide which will help you:

  • Understand the ODR steps;
  • Research support for your position; and
  • Evaluate whether you likely have a strong case.

The Appeal Steps in On-line Dispute Resolution (ODR)

The On-line Dispute Resolution (ODR) website offers a streamlined process to help you resolve your appeal quickly and efficiently. Some appeals will be settled in the Negotiation stage (between you and BC Assessment). Other appeals will move to the Board facilitation stage where a Board representative will assist in reaching mutual agreement. If mutual agreement is not reached we will proceed to the Adjudication stage where another Board member will decide the appeal.

The below summary covers:

Negotiation Stage

Describe the issue:

Both you and BC Assessment will fully explain your perspective on the assessment. Both of you will upload whatever you feel is relevant: comments, documents, pictures, videos, or anything that supports your point of view on the assessment.

Make sure to share all the relevant information at this stage. There is no point in holding back details. The more you share the more likely your appeal can be settled by mutual agreement.

Resolution discussions:

Once you have both described the issues, you will be able to directly discuss them in the Conversation section of the ODR website. Keep the tone respectful and productive. Also see Nature of Discussions.

NOTE: You will usually not be on-line at the same time as BC Assessment. It is not designed to be a simultaneous chat. We encourage both parties to respond to each other in the ODR website within 24 – 48 hours.

If you are able to reach an agreement in this stage, usually BC Assessment will enter the agreement using the “Final Proposed Agreement” button. Either of you, however, can enter the agreement. Then, the other party will indicate that he/she accepts the agreement and it will be forwarded to the Board for approval.

We encourage you to have full and frank discussions in the ODR website. HOWEVER: do not be afraid to pick up the phone or possibly meet personally at your property. Sometimes phone or in-person discussions can be more effective – especially if you and BC Assessment are having difficulty understanding each other's point of view in the on-line ODR website.

Avoid communicating on the appeal using your normal email. If you and BC Assessment do not reach mutual agreement, the Board facilitator will review all discussions in the ODR website and will not be able to see any separate email communications.

To get assistance:

If the other party is not responding:

You are given 2 to 3 weeks for 2-way discussions with BC Assessment.

If you feel the other party is not responding or cooperating in the on-line discussion, please email

PLEASE NOTE: Since the on-line discussions are not a simultaneous chat, you should expect that it may take 24 – 48 hours for the other party to respond to one of your communications. If the question is complex it may take a bit longer.

Also see the Expected Timelines. If the other party is not meeting these expectations, we need your assistance by informing us. We will then determine if the Board needs to step in and require more or quicker participation from the other party.

If 2-way discussions are not successful in reaching agreement or you need the opinion of a Board facilitator:

  • To help you evaluate the strength of your position, use the interactive on-line tool in the On-line Dispute Resolution (ODR) Guide.
  • For direct assistance from the Board, just click on the box “Request Board facilitator” in the ODR website.

Board Facilitation Stage

The facilitator will:

  • review the messages and documents already exchanged;
  • join the on-line discussion and may ask you and BC Assessment some questions or require either of you to upload additional documentation;
  • may set deadlines for certain actions;
  • will, if possible, provide you and BC Assessment with his/her confidential opinion on the appeal.
  • may make suggestions on a possible resolution to the appeal.

You do not have to accept the Board facilitator's opinion. Any opinions expressed by the facilitator are non-binding. The facilitator will do his/her best to provide you and BC Assessment with feedback in efforts to reach mutual agreement. However, this is not a decision of the Board and you and BC Assessment can disagree. If either disagrees, the case will proceed to adjudication.

Adjudication Stage

If you cannot reach a mutual agreement, the Board facilitator will advise you and BC Assessment on the steps and deadlines for adjudication. For most appeals, this involves you and BC Assessment preparing written submissions with your arguments and all supporting documents, including market evidence.

At this stage, the Board will close your case in the ODR website and you will send your written submissions separately to the Board and BC Assessment.

The Board member adjudicating your case will be a different person than the facilitator. Any positions you expressed during the previous Negotiation and Facilitation stages in the on-line website are “without prejudice”. Both you and BC Assessment may change your position on the appeal and may submit the same or completely different evidence and documents to support your position.

The Board will issue a written decision in about 60 to 90 days from the date of the last submission.

Nature of on-line discussions

Parties should detail their position and attach support documents. All discussions between the parties and the Board should occur in the ODR website. To encourage mutual agreement, the parties should strive to have a full and open discussion.

However, the parties are not required to respond (and provide justification) to every objection or complaint raised by the other party. Some issues may not be relevant. For example, our Board does not have jurisdiction to deal with the conduct of the first level of appeal or the conduct of BC Assessment. We are solely concerned with what is an accurate assessment. This is a forum for trying to resolve this appeal. It is not formal adjudication or a hearing.

Likewise, the Board does not require the parties to answer extensive cross examination type questions and justify each and every point they make with evidence. Some clarification for your positions on the appeal issues and support will definitely help resolve the appeal. However, we do not expect the parties will have the time and resources to answer and support each and every detail.

On the other hand, we do encourage you to have an open discussion and not hold back information that you might use later. This will greatly assist in reaching mutual agreement.

The Board facilitator may remove an appeal from ODR and schedule adjudication in certain circumstances, such as:

  • It is unlikely you will reach agreement;
  • The parties are being disrespectful in the on-line discussion; or
  • The parties are going beyond the purpose of ODR and turning the conversation into cross-examination.

Please email, if you would like feedback on what is reasonable at this resolution stage.


How to use this ODR website

This section will help you:

Sign into ODR:

Before you get started:

  • You should have received an email with your sign on ID (which is your email address) and your password.
  • If you have not seen this email, you should check your junk email folder in case your email system screened the email. You may need to adjust you email system to accept emails from ODR.
  • Email if you need assistance or cannot find the email with your sign-on instructions.

The sign on steps are:

  1. Go to the website:
  2. Click on the left hand box titled “Property Assessment Appeal Board”, then click on the right hand link called “click here to login”
  3. In the Sign in box: type in your email, then your password (you can copy and paste the password from your email notification). We recommend you change your password so it is easier for you to remember: see Change your password
  4. You will be taken to a My Cases list. Homeowners will usually have only one case in this list. Click on the line with your case.
  5. You will then be taken to a page with your appeal details.
  6. You can start your on-line discussion by typing a message in the box below “Submit message with attached documents” and clicking on Submit.
  7. For more details: see Enter messages and Attach documents

Enter messages:

  1. You must have first:
    • signed into ODR website;
    • selected your case in the My Cases page;
    • This takes you to the Case details page. Here you can read the on-line discussion , enter new messages and attach documents.
  2. To enter a message in ODR, first click with your mouse in the interior of the message box called “Submit message with attached documents”. You can then type your message.
    NOTE: You can copy and paste text from a Word document or email into this message box.
  3. When you have finished entering your message, you can use the edit tools and/or attach documents (see below).
  4. When you have finished creating the message and attaching documents, click the “Submit” button on bottom right side of the box.
  5. The other party will receive an email alert and be instructed to respond as appropriate. You will receive a email alert once they have replied (so you know when to re-sign in).

Attach documents:

  1. You must have first:
    • signed into ODR website;
    • selected your case in the My Cases page;
    • This takes you to the Case details page.
    • Your document must first be saved on your computer. Attachments can be Word documents, PDF documents, Excel spreadsheets, pictures or videos.
  2. Use the “Submit message with attached documents” box. You can first either type in your message in the message box or attached the document(s). Note: your message can be brief if the content in the attachments are self-explanatory.
  3. To attach a document, click on the “Attach file(s) to message” link on the bottom left corner of the message box.
  4. An “Attach File(s)” pop-up box will come up. Do the following:
    Step 1. Choose file:
    Select the file you want to attach by clicking on “Browse...”. A navigation box will pop up for you to find your file on your computer. Once you locate your file, select it for attachment by double clicking on the file name. You should then see the pathway next to “Browse…” in Step 1.
    Step 2. Provide Title & Description
    Type in a brief Title and optional Description in the two boxes.
    Step 3. Click "Attach"
    Click on the Attach button in the step 3 box. You will then see the file listed below the Attach button.

    You can add up to 5 files by repeating the above steps, and each file may be up to 5MB in size. If you have problems attaching multiple files you might have to send them in separate messages.
    Step 4. Click “Return to Message”
    After attaching your file(s), click on the "RETURN TO MESSAGE" button in the Step 4 box. You should then return to the original Submit message with attached documents box.
    Last steps:

    • Check to see if you successfully attached your documents. You should see the document name at the bottom of the box, under the Attach file(s) to message link.
    • YOU HAVE NOT FINISHED YET: Click on the Submit button (on the right hand side at the bottom of the box) to upload your message and attachment(s).

Change your password:

You may want to change your password to one that is easier to remember:

  1. You must have first:
    • signed into ODR website using your current password. Note: Before you start ODR, you will receive an email with your sign in ID and password.
  2. Click on the Settings link at the top right corner of the webpage. You will be taken to the “Edit User Information” page.
  3. Click on the “Password” tab, then enter your current password and enter and re-enter your new password.
  4. You should then see a message saying your password has been updated successfully.
  5. You can navigate back to your case by either using the back navigation button in your browser or clicking on the My Cases link at the top right of the webpage.

Still having troubles or need other help with website:

Email if you are still having trouble or have other questions on this website.


Tips for Resolving your Appeal

The best way to resolve your appeal is to come to the table with good arguments and support. Usually, both parties genuinely want to find a resolution. It is in the best interests of both parties to act in good faith.

  1. Focus on the issues in your appeal – not the personalities: Communicate in a respectful tone and explain why you disagree with your assessment. Appeals often do not settle through mutual agreement if either party insults or criticizes the other. This can cause the other person to become defensive and get in the way of constructive discussions on a solution.

    Review your text in the On-line Dispute Resolution (ODR) message box before you hit “submit”. Just like emails, it is easy for the other party to misinterpret your tone (as they cannot hear your voice).

  2. Do your homework: You will more likely persuade BC Assessment of your position if you provide convincing rationale supported by solid market evidence. Even if your appeal is not settled, this preparation will assist you in preparing your submissions to the Board for a decision.
  3. Use the On-line Dispute Resolution (ODR) Guide to:
    • “Do your homework” by researching support for your position
    • Evaluate whether the strength of your position by clicking on Do I have a strong case? After you use go through the interactive questions and answers you should better be able to decide if you should accept any agreement proposed by BC Assessment or continue with your case.

    To use this more detailed guide click on On-line Dispute Resolution Guide
  4. Don’t be afraid to ask for assistance: In the ODR website, you will start in the negotiation stage by having two-way discussions with BC Assessment. Seek the Board’s assistance at anytime if you need help. You do not have to wait for the Board to decide when to join the discussion. For example, you may need assistance in deciding whether to accept a suggestion from BC Assessment or in deciding if you have a strong case.

    To bring in the Board into the ODR discussions, click on the “Request Board facilitator” button.

  5. Questions:
    If you have any other questions, contact the Board:
    Phone: 604 775-1740
    Toll free: 1-888-775-1740


    Expected timelines:

    You are expected to respond to the other party’s questions and on-line comments in a timely manner (normally within 24 to 48 hours from when the other party entered their last message).

    The Board will provide you with 2 – 3 weeks to try and resolve your appeal in the 2-way on-line discussion with BC Assessment. BUT, if you need us earlier don’t wait: As soon as discussions stall or you want an independent opinion, request the Board facilitator.

    Steps in the ODR on-line website By when
    Both parties: Board gives you sign on instructions to ODR website to start on-line discussions In April or May
    BC Assessment: uploads the Property Valuation Summary for property under appeal In first 3 days
    Appellant: details his/her concerns with the assessment and uploads documents In first 5 days
    BC Assessment: responds, includes their position on the issues and uploads documents In next 5 days
    Both parties: Further discussions and sharing of documents In next 5-7 days
    Both parties: can request the assistance of the Board facilitator At anytime
    Board facilitator: assists parties reach mutual agreement. If not resolved, will set deadlines for adjudication (usually parties prepare written submissions) In 2-3 weeks from start
    Both parties: Complete a feedback survey on the ODR 3 days from finishing ODR


    Where to go for more help:

    We recommend you use the On-line Dispute Resolution Guide which will help you:

    • Understand the ODR steps;
    • Research support for your position; and
    • Evaluate whether you likely have a strong case.

    For any questions or problems using the ODR website contact:

    Isabella Chin
    Phone: 604 775-3120 (toll free 1-888-775-1740)

    For questions on your appeal issue and how to research support contact:

    Steve Guthrie
    Phone: 604 775-3122 (toll free 1-888-775-1740)

appeal resources
appeal resources