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LCB enforcement chief says majority of field contacts are educational; 2025 complaints rose by about 500
Summary
Chief Grant told the Liquor and Cannabis Board executive team that most field work is education and relationship-building, not enforcement; presenters reported 2,783 complaints in 2025 and said 78% of activity over five years was proactive visits.
Chief Grant opened the Enforcement & Education Division briefing by stressing that the unit is “the face of the agency in the field” and that much of officers’ work focuses on outreach and education rather than punitive measures. He told the board that over five years "78% of our activity is proactive visits" and that education and licensee contact make up the largest shares of engagement.
Grant said 2025 was unusually busy: "There were 2,783 complaints in 2025," about 500 more than a typical year, and explained the division distinguishes external complaints (public calls, emails) from internal ones generated by staff observations. He told the board most external complaints—about 80%—were unsubstantiated on initial vetting, while internal reports are substantiated approximately 80% of the time.
The chief described the vetting pathway: customer service forwards a report to regional admin staff and a lieutenant, who review records and, when necessary, send compliance consultants or officers for checks. "For those that are actually vetted or need further investigation, that's where you would send an officer out for a compliance check," he said.
Board members praised the presentation and data visuals, with one member urging the division to use the slides and stories proactively to better explain their work to licensees and the public. Chief Grant closed by thanking staff and noting the division will return for deeper data briefings in future meetings.
The article is based on the division overview and complaint statistics presented in the Enforcement & Education briefing.
