Thank you for looking out for wildlife!

Please check your email for further guidance and instructions on how to proceed.

We’ve received your form submission. Our team will respond once we’ve had a chance to review your request. We may contact you for further information if necessary.

Note that our hours of operation are from 9 a.m. to 3 p.m., 7 days a week.

We prioritize emergencies involving injured or orphaned wildlife. If there are more urgent cases ahead of yours, there may be a delay in responding. We appreciate your patience, as submitting forms multiple times or trying to follow up by phone could result in further delays to your case and others.

If you’d like to follow up on your case, please reply to the email you receive and we’ll get back to you as soon as possible.

Wildlife cannot be released to members of the public under any circumstances. Wildlife in British Columbia is protected under both federal and provincial jurisdiction. We care for these animals on a temporary basis under permits from both levels of government, with the goal of rehabilitating and returning them to the wild.

Frequently asked questions

What is the fastest and easiest way to reach you during a wildlife emergency?

We understand how urgent wildlife emergencies can be. Our web report is the fastest way to get in touch with a dedicated member of our Support Centre team, who will assess the situation and provide the assistance you need. This method allows us to respond more swiftly and efficiently, given the large number of inquiries we receive each day. To help us assist you as quickly as possible, please submit the report only once for each emergency or question. If you need to follow up or provide additional information, please reply to the email you receive from us.

Can I still reach you by phone?

While you’re welcome to call us if you prefer (1-604-526-7275), please keep in mind this will not guarantee a faster response and instead can increase response times. If you’re unable to use the web report, you’re welcome to leave a voicemail. Depending on your situation, we may follow up with your web form submission by phone to ensure you receive the support you need.  

When can I expect a response from you?

Response time varies according to the number of inquiries we are receiving in addition to the volunteer and staff support we have at any given time. Much like a human hospital, we triage the cases we are receiving. So, if we are receiving multiple emails or calls about highly urgent situations, response times will increase. Due to the nature of the work we do, response times can be hard to predict. Know that we do our best to respond to wildlife emergencies as quickly as we possibly can.

Will a team member respond to me directly?

The initial response you receive is automated, but it’s designed to give you the essential information applicable to your situation right away. Rest assured, a dedicated team member will review your submission and will be in touch should they need to provide any additional guidance and support for your specific situation. 

I missed your call and now I can’t reach you, will you call me back?

If you submitted a web report please check your email for instructions. If we couldn’t reach you by phone, we likely left you a voicemail with further instruction. If you did not receive a voicemail or email, please call us back and include your case number if you have been given one.

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How can I get an update on the patient I rescued?

The fastest and easiest way to follow up about a patient is by responding to the email you receive after submitting the web report. When following up about your case or asking for an update on the patient, please always provide the case number that we share with you in that initial email. We appreciate your patience and will get back to you as soon as we are able to do so.

During our busy season, our top priority is caring for wildlife in need, which may delay our ability to provide updates. If you have already requested an update, we ask that you wait two weeks before following up on the patient. We appreciate your patience and understanding.

Why did you put a web report in place?

We genuinely care about providing timely help to every animal in need. With over 50,000 inquiries each year, we’ve realized that relying solely on phone calls often caused delays, as we weren’t always able to answer every call live. This change helps us respond faster to your emergency and ensure that both you and the wildlife you’re concerned about receive the attention you deserve as quickly as possible. Here’s how these changes benefit you and the animals:

Immediate information gathering: We can gather essential details right away, allowing us to start working on your case sooner. 

Efficient processing: Our Support Centre team can focus on addressing your needs without spending extra time writing down or confirming information, which helps us assist you more swiftly. 

Faster preliminary advice: Our system can provide immediate advice on common issues, ensuring you get helpful information right away and can assist wildlife in distress sooner. 

After-hours support: We can still send important information even outside of our operational hours. 

Improved record-keeping: Accurate information from the web form helps us maintain better records and secure more grants, ultimately allowing us to assist even more wildlife in need.