At WCB, we are committed to fair information practices. We disclose claim information to injured workers, employers and other interested parties in accordance with privacy legislation and the Workers’ Compensation Act (the Act).
We support, educate and guide our customers, balancing privacy and the right to know with accuracy, efficiency and innovation. Once we receive a request for information:
- We conduct a thorough line by line review of the information to ensure personal information is protected and released appropriately.
- Any information that is irrelevant to the claim is permanently removed from a claim file.
- Our Claims Records Services (CRS) team reviews more than 17,000 requests for information per year.
Claim file requests
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Who can access a claim file?
When a matter is, or may be, under review or appeal, the following people are entitled, on request, to receive copies of relevant information (
WCB Policy 01-02: Access and Privacy, Part II):
- The worker, or in the case of the worker’s death or incapacity, the worker’s personal representative or dependent, or the agent of any of them.
- The employer or the employer’s agent may also request a copy of a claim file.
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What if I need help requesting my claim file?
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Why request a claim file?
- Worker: To appeal a claim decision or for personal reasons.
- Employer: For appeal purposes or to apply for cost relief.
For workers
- How do I request a copy of a claim file?
To request a copy of your claim file, please contact our Claims Contact Centre. You may be asked the following questions to verify your identity:
- Name
- Date of birth
- Contact information (address, phone number, email)
- Authorization (if applicable)
- Reason for requesting a copy of the file (appeal or personal)
- What if I only need a specific record from a claim file?
If you are looking for a specific record from your file, please call our Claims Contact Centre and they will work with you to determine your next steps.
- How will I receive a claim file copy?
When you contact our Claims Contact Centre, we will ask for your email address and ask that you provide a password that is six to eight characters long.
Once your file is complete, you’ll receive an email with a secure link. Be sure to access and download the file to a secure location. The file often contains highly sensitive and confidential information.
- When will my file be delivered to me?
We will strive to complete your request within 40 business days of receiving your information request. We give priority to file copy requests related to an active appeal. If we are unable to process your request within the expected timeline, we will contact you.
- Is there a cost to receiving this copy?
There is no charge for the first copy of claim file documents. Additional copies of previously released documents may be subject to an additional fee. We will contact you if there are any potential second copy costs associated with your file request.
- Can my employer get a copy of my file?
- What can I expect when I receive a copy of my claim file?
When you request a copy of your claim file, you will receive all of the records in your entire claim file. This includes:
- File notes
- All scanned records
- Any audio records, videos or photos, if applicable
When you receive your records, you may notice that some information is severed or redacted (removed). This information may relate to a third party or another WCB claimant. Redacted information has a notation identifying the category of information being withheld. A letter outlining these categories will accompany your request.
- How do I request information that’s not on my claim file?
For employers
- How do I request a copy of a claim file?
To request a copy of an employee’s claim file, please complete an Employer Request Claim File and Intent for Request for Review or Appeal form (C896).
Please note: As per section 147(4) of the Workers’ Compensation Act, employers and their representatives can only request a copy of the claim file for:
- The purposes of advancing a review before the Dispute Resolution and Decision Review Body (DRDRB).
- An appeal to the Appeals Commission in regard to a specific decision and or claims costs charged to an employer’s accident experience.
The disclosed information may not be used for any purpose other than the review or appeal.
- What if I only need a specific record from a claim file?
- How will I receive a claim file copy?
Once the file and review process is complete, you’ll receive an email with a secure link. Be sure to access and download the file to a secure location. The file often contains highly sensitive and confidential information.
- When will the file be delivered?
We will strive to complete your request in 60 business days from receiving your information request. We give priority to file copy requests related to an active appeal. If we are unable to process your request within the expected timeline, we will contact you.
Please note that these timelines are subject to change based on our volumes. For urgent file requests, please contact the Claims Records Services team directly (crs@wcb.ab.ca) and request your file be expedited.
- Is there a cost to receiving this copy?
There is no charge for the first copy of claim file documents. Additional copies of previously released documents may be subject to an additional fee. We will contact you if there are any potential second copy costs associated with your file request.
- What can I expect when I receive a copy of a claim file?
When you request a copy of a claim file for the purposes of a review by Dispute Resolution and Decision Review Body or an appeal with the Appeals Commission, you will receive all of the files in the claim file.
When you request a copy of the claim file for cost relief purposes, you will receive a package of relevant information that you will need for a cost relief application. We will also examine the claim with a tool that scans for cost relief. If there are markers for cost relief, it will automatically be forwarded to the claim owner for review.
The package includes:
- Complete file notes
- Injury summary details
- Letters sent to and copied to the employer
- Medical and entitlement documents and return to work information
If you require a full copy of the claim file, please resubmit the Employer Request Claim File and Intent for Request for Review or Appeal form (C896) and it will be processed.
When you receive the records, you may notice that some information within the records have been severed or redacted (removed). Redacted information has a notation identifying the category of information being withheld. A letter outlining these categories will accompany the request.
- Who can request a copy of an employee’s claim file?
To protect your employee’s privacy, we will only release a copy of an employee’s claim file to the primary contact on an employer’s account or to an individual whom the primary contact has delegated authority. Please note, employer representatives authorized for all claims and account matters will also receive a copy of a worker’s claim file when requested.
- How do I update the primary contact or authorized officer on our employer account?
Please contact our Claims Contact Centre if you have questions or concerns about your file. If you have additional questions, please contact our Claims Records Services team directly at crs@wcb.ab.ca.
Resources
In this section, you’ll find a brief description and links to resources we think might be helpful to you.
