Complaints and Fraud
BCMB regulates Alberta’s beverage container recycling system and oversees compliance with the Government of Alberta’s Beverage Container Recycling Regulation (BCRR).
If you have a complaint or concern about a bottle depot, retailer or manufacturer, the information below outlines when to contact BCMB and what information to provide.
BCMB conducts its regulatory work online, by mail, and phone. In-person visits are by appointment only. To arrange a meeting, email info@bcmb.ab.ca or call 1-888-424-7671.
Bottle Depot Complaints
Alberta’s bottle depots are responsible for addressing customer concerns in the first instance.
If you have a concern about a refund, raise the issue with depot staff at the time of the transaction or as soon as possible afterward. You may request a recount and, where available, a review of CCTV footage of the transaction.
BCMB may investigate matters that involve requirements under regulation or BCMB by-laws, including:
- Refusal to accept registered beverage containers
- Failure to provide the required refund for a registered container
- Health or safety concerns that fall within BCMB’s regulatory authority
- A depot not operating during permitted or advertised hours
BCMB’s regulatory authority is limited to matters within its legislated and delegated responsibilities. Concerns that do not involve regulatory requirements or BCMB by-laws should be addressed directly with the depot.
Retailer/Manufacturer Complaints
Like bottle depots, Alberta retailers, manufacturers, distributors, agents, and other Registrants are responsible for complying with requirements under the BCRR and applicable BCMB by-laws.
Contact BCMB if you believe a retailer or manufacturer is not meeting a regulatory requirement, including:
- A company that is not a Registrant is selling and/or distributing unregistered beverage containers
- A retail location is selling unregistered beverage containers
- A retail location is not charging deposits or a Container Recycling Fee (CRF)
- A retail location is not charging the correct deposit or Container Recycling Fee (CRF)
Reporting Fraud
If you suspect fraudulent activity involving beverage container returns, including the redemption of large quantities of out-of-province containers, report it to BCMB at fraud@bcmb.ab.ca.
Provide as much information as possible about the suspected activity, including the location, date and time, business or depot name, and any other relevant details.
BCMB will assess the information provided and determine whether the matter falls within its regulatory authority.
If you witness suspected criminal activity, contact local law enforcement.
Contact Information
When submitting a complaint or report, provide as much information as possible, including:
- Business or depot name and location
- Date and time of the incident
- Description of the issue
- Container or product information, where applicable
- Receipt or other supporting documentation, if available
- Your contact information, if follow-up is required
BCMB will assess the information provided and determine whether the matter falls within its regulatory authority.
Email: info@bcmb.ab.ca
Phone: 1-888-424-7671