ICBC Launches On-Demand Video Remote Interpretation (VRI) in BC

Though ICBC offers pre-scheduled in-person sign language interpreters for Deaf and hard of hearing individuals, they've taken a major step forward in accessibility by offering on-demand video remote interpreting through a pilot program. Through this initiative, ICBC is now offering free, on-demand, virtual American Sign Language (ASL) interpretation at select locations.

How to access the on-demand VRI service?

If you are visiting a pilot location, you can simply:

1. Scan a QR code located at the front counter or in the waiting area using your smartphone.

2. Connect instantly to an interpreter via a secure video call.

3. Communicate clearly with ICBC staff in real-time. There are no specialized apps to download, and—most importantly—there is no cost to the customer.

Where Can You Access the Pilot?

As of February 2026, the on-demand service is live at five key ICBC driver licensing offices:

• Burnaby: Metrotown (Kingsway)

• Surrey: Guildford

• Kamloops: Concordia Way

• Kelowna: Springfield Road

• Victoria: McKenzie Avenue

ICBC has confirmed plans to expand this on-demand ASL service to all driver licensing offices across British Columbia starting in April 2026.

What Services Are Covered?

This virtual service is designed for "point-of-service" interactions. It’s perfect for:

• Renewing or replacing your driver’s license or BCID.

• Updating your address or personal information.

• Requesting driving records.

• Paying or disputing a ticket.

The VRI service enhances convenience for straightforward needs, but ICBC advises using an in-person interpreter for more complex or extended appointments, like taking a knowledge test or discussing an insurance claim. Having an in-person interpreter for these more complex appointments supports full access.