We are committed to treating you fairly. Our Code of Rights and Conduct tells you how we hold ourselves accountable in our interactions with you. If you feel you were treated unfairly—either in how you were treated or from a process perspective—we’re here to help resolve the issue.
Note: If your concern is with a claim or account decision and you want the decision to be reviewed/changed, please submit a request for decision review.
First, please give us a call
It is important your concerns are resolved at the earliest opportunity; often service concerns can be resolved through collaborative conversation. Before we begin a formal fairness review, we aim to address your service concerns through our claim and account teams.
- If you have a concern, please contact the decision maker to talk it through.
- If you are unable to resolve your concerns with the decision maker, ask to speak with their supervisor.
- If you are unable to resolve your concern with the supervisor, please speak with the manager. The manager will work with you and your claim owner (for workers) or account team (for employers).
- If you are unable to resolve your service concerns with the supervisor and manager, you may request a formal fairness review.
What is a fairness review?
You can request a formal fairness review by the Fairness Review Officer (FRO) through the Fair Process Review Centre (FPRC). The FRO is accountable to the Board of Directors and oversees the FPRC, which provides neutral, impartial and independent assistance to both workers and employers who feel they were treated unfairly. There is no cost for this service.
The role of the FRO and FPRC is to:
- Uphold the WCB’s Code of Rights and Conduct and base their own conduct on the same.
- Conduct thorough, impartial and independent investigation of administrative fairness complaints.
- Recommend solutions that are fair to both you and the organization with a focus on resolution.
- Improve the overall system for all customers, by making recommendations to resolve issues of unfairness to WCB management and the Board of Directors.
- Provide an independent service that is approachable, responsive and free of charge to the workers, employers, dependants and representatives that rely on, or work within, the workers’ compensation system.
- Promote fairness within the workers’ compensation system through outreach and education opportunities.
Fairness is assessed in two main categories:
Detailed information about the authority and scope of fairness reviews, including what you can expect from a fairness review, is outlined in our Fairness Review Mandate.
Time limit for review
You have 60 days from the event or behaviour that led to your fairness concern to complete the fairness review form.
If you complete the form after 60 days, the Fairness Review Officer may consider extending the time period, provided there is a reasonable explanation for the delay. The Fair Process Review Centre does not conduct fairness reviews more than one year after the event or behaviour that led to the fairness concern.
Request a fairness review
Note: The Fair Process Review Centre does not have the legislative authority to review or change a claim/account decision. If you are concerned about a decision and would like it reviewed, please submit a request for a decision review.