Open and respectful communication is key to achieving safe and successful outcomes. Our goal is to work together with our clients at every stage of your claim or account. Collaboration during the recovery and return-to-work process is necessary to achieve the best possible outcomes, and we’re here to help.
Shared standards for behaviour
Clients and staff are expected to treat each other with courtesy, dignity and respect at all times. Our shared commitment to respectful communication and professional conduct helps create a safe, supportive environment that promotes recovery and effective service delivery.
Honesty and integrity Interactions are expected to be guided by honesty and integrity to support fair and effective decision making. This type of communication builds trust and transparency, which promotes strong, genuine relationships and positive outcomes.
Respectful and constructive To foster a positive and collaborative environment, interactions must always be respectful and constructive. All parties should actively listen and share complete and accurate information. This will encourage a cooperative atmosphere where everyone feels valued and understood.
Code of Rights and Conduct
We want to make sure we’re doing everything we can to provide injured workers and their employers with service that is respectful, fair and timely. We want you to know that we are committed to you. You can rely on us.
We will treat you with dignity and respect during all our interactions. You can read more about our client commitment on our Code of Rights and Conduct webpage and within the full Code of Rights and Conduct included in our Policies and Information Manual.
Client Code of Conduct
Client communication and collaboration are an important part of the claim and account experience. To foster respectful, professional and productive interactions that support recovery and service delivery, clients are equally responsible for maintaining relationships with WCB staff free from disrespect, harassment and abuse.
Our Client Code of Conduct defines standards of behaviour expected from all individuals interacting with WCB, including the consequences of not meeting those standards.
Representative Code of Conduct
Shared standards of conduct help build trust, maintain the integrity of the workers’ compensation system, and ensure fair treatment for everyone involved. Representatives must follow the same respectful standards as WCB staff and are responsible for ensuring their clients do as well.
Our Representative Code of Conduct defines standards of behaviour expected from all representatives interacting with WCB, including the consequences of not meeting those standards.
Resources
Decision review and appeals process We know the decisions we make impact peoples’ lives, so we do our best to make sure they are fair and consider all the facts. If you disagree with a decision we make, our robust decision review and appeals process helps ensure our decisions are accurate. This process is available to you if you disagree with a decision and would like to see it reviewed or changed.
Fairness review process If you believe you were treated unfairly, our fairness review process is available to support you.
