Last updated 2025-10-30

Salvage Buyer Performance Management

The performance management model is used to support salvage sales activities, monitor and manage salvage buyer and their representative's compliance with ICBC's terms and conditions, minimize potential financial risks to ICBC using appropriate review controls, and to apply a consistent dispute resolution, suspension and/or termination process.

Buyer dispute

When there is a dispute related to the purchase of an ICBC salvage item such as a potential misrepresentation, or missing parts, the buyer must contact ICBC Salvage Services via email at [email protected].

Buyers must make reasonable efforts to notify ICBC of any disputes no later than seven business days from the salvage auction sale date to ensure timely resolution.

Notification, suspension or termination of salvage privileges

The salvage department considers the number of incidents and their severity and repeated failures, if any, to improve business practices. ICBC manages the situation when the buyer

has made an intentional, negligent or fraudulent misrepresentation to ICBC, by their action or inaction
commits an act of willful misconduct, fraudulent misconduct or any other unlawful or illegal act, whether such conduct or act is connected with or related to the buyer's business of any salvage auction, and specifically including, but without limiting the generality of the foregoing, coordination of bids or disclosure of the purchase price of a given salvage item without a commercial reasonable business purpose
uses or permits the use of any information, including personal information, obtained while purchasing an ICBC salvage item or contained in an ICBC salvage item for any purpose, including contacting a previous owner of the ICBC salvage item or another individual whose personal information in contained in the ICBC salvage item
engages in or condones any conduct or behaviour that adversely affects or is damaging or detrimental to the public image, reputation or goodwill of ICBC or ICBC's salvage operations
engages in or condones any inappropriate, unethical, offensive, disrespectful or disruptive conduct or behaviour including unlawful discrimination, harassment or violence
takes, without authorization by ICBC, any property or tampers with any property in, on, attached to or associated with any ICBC salvage item while located at an ICBC salvage facility or partner salvage yard, whether or not the property is removed from the ICBC salvage facility or partner salvage yard.
has a poor purchase history such as
- failing to pay in full for awarded salvage items, or
- reneging on any purchase of, awarded salvage items, and
fails to meet and maintain the requirements and other obligations applicable to the buyer set out in the ICBC Terms and Conditions.

ICBC determines, in its sole discretion, that based on information about the buyer contained in ICBC's records, which ICBC reserves the right to obtain and review at any time for the purpose of making such a determination, the buyer is not eligible to purchase or continue to purchase salvage items from ICBC, notwithstanding that the buyer otherwise meets the requirements set out in the ICBC Terms and Conditions.

Sanctions

Depending on the nature and severity of the incident and the history of the salvage buyer, sanctions must be considered, including

applicable late pick-up fees
email notification of the infraction
a written warning letter, used to inform the buyer and/or their representative of the infraction
a written suspension letter, used to inform the buyer and/or their representative of the infraction resulting in a suspension, including the length of suspension, and
a suspension of authorization to bid on ICBC salvage for
- 10 days
- 30 days
- 60 days
- 90 days
- indefinite; until the time the salvage has been paid for and/or picked up
- written termination letter, used to inform the buyer and/or their representative that the infraction is resulting in termination, and
- termination of the salvage buying agreement.

Scenario	Outcome
A warning is warranted	A warning letter is sent.
A suspension is warranted	A suspension letter is sent. The buyer is restricted from buying ICBC salvage for defined period of time. IAA is notified of direction.
A suspension turns into a termination	A suspension letter is sent. The buyer is removed from buying ICBC salvage for defined period of time. IAA is notified of direction.
A termination is warranted	A termination letter is sent. The buyer is removed from buying ICBC salvage for defined period of time. IAA is notified of direction.

Buyer representatives

The buyers are responsible and liable for all actions and omissions of their representatives, who must comply with the ICBC Terms and Conditions. Representatives may include, for greater certainty, towers and/or transporters acting on the buyer's behalf, and sanctions apply equally to them.

When a buyer's representative breaches terms and conditions, ICBC reserves the right at its sole discretion, to suspend or terminate the buyer's account and prohibit the buyer from participating in future auctions of ICBC salvage items.

Due to the relationship with the tow companies hired by the buyer, the suspension process for them is not applicable. Depending on the nature and severity of the incident, and the history of the representative, sanctions should be considered, including

a written warning letter
a written termination letter, and
access restriction or removal from ICBC facilities indefinitely.

The table lists scenarios of what type of letter is warranted, and the outcome for each scenario.

Scenario	Outcome
A warning letter is warranted for the representative only.	A warning letter is sent to the representative, and the buyer who retained the representative's service.
A termination letter is warranted for the representative only.	A termination letter is sent to the representative, and the buyer who retained the representative's service. Access to ICBC facilities is restricted or removed.
A termination letter is warranted for the representative. The buyer must be suspended.	A termination letter is sent to the representative. A suspension letter is sent to the buyer. Access to ICBC facilities is restricted or removed. IAA is notified of direction.
A termination letter is warranted for the representative, and buyer.	A termination letter is sent to the representative, and buyer. Access to ICBC facilities is restricted or removed. IAA is notified of direction.