At WCB, we are committed to respectful and constructive interactions. To support this, our Code of Rights and Conduct outlines the rights of workers, employers and their representatives in their interactions with WCB, including how we uphold those rights.
As a companion to that Code, the Client Code of Conduct defines standards of behaviour expected from all individuals interacting with WCB, including the consequences of not meeting those standards.
WCB is committed to maintaining a workplace free from disrespect, harassment and abuse. Employees are not expected to tolerate abusive or disrespectful behaviour from clients, contractors or external parties.
A shared commitment to respectful communication supports recovery, promotes effective service delivery, and ensures a safe and supportive environment for all.
Standards of conduct and behavioural expectations
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Honesty and integrity
We expect interactions with WCB staff to be guided by honesty and integrity to support fair and effective decision-making. Clients are expected to:
- Provide accurate, complete and truthful information during all interactions.
- Avoid making false or misleading statements or withholding relevant details necessary for fair decision-making.
- Communicate in a constructive and factual manner.
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Respect and collaboration
We expect interactions with WCB staff to be respectful and constructive at all times. Abusive, threatening, harassing or violent conduct is not acceptable. This includes behaviour that could reasonably be expected to cause fear, distress or concerns for staff safety. The following behaviours are inappropriate in interactions with WCB:
- Abusive or threatening conduct: Includes yelling, harassment, intimidation or similar behaviour that may cause fear, distress or concern for safety.
- Aggressive or violent acts: Includes physical threats, actual violence or actions that could escalate into harm.
- Unreasonable demands: Insisting on unattainable outcomes, ignoring established processes or disrupting decision-making through excessive or coercive pressure.
- Unreasonable persistence: Continuing to raise issues that have been addressed or finalized, refusing to accept decisions or sending excessive amounts of repetitive correspondence through phone, email and/or mail.
- Unreasonable arguments: Insisting on cause-and-effect arguments unsupported by evidence, asserting conspiracy or bias, or rejecting factual interpretations.
- Disorganized or non-cooperative behaviour: Refusing to provide necessary information, submitting irrelevant or excessive documentation, or failing to clearly define concerns.
WCB-Alberta’s response to non-compliance
WCB is committed to setting clear expectations and maintaining respectful interactions. If a client refuses or fails to comply with the standards of conduct outlined in this Code, WCB may take the following actions:
- End a phone call: After one warning, calls may be terminated if disrespectful or abusive behaviour continues.
- Return written communication: Correspondence that contains inappropriate content may be returned with a request that disrespectful material be removed before the matter is addressed. The original version will be retained for documentation purposes.
- Implement alternate communication strategies: In cases of disrespectful or abusive behaviour, WCB may implement structured communication strategies, including requiring written-only contact, assigning a specific point of contact or requesting that a representative act on your behalf.
Escalation for serious misconduct
Serious misconduct includes, but is not limited to:
- Knowingly providing false or misleading information
- Breach of confidentiality obligations
- Targeted harassment
- Threats of violence or abuse directed at WCB staff, service providers or other parties
- Interference with the administration of claims or the appeals process
- Repeated or intentional non-compliance with the Code of Conduct despite warnings
- Criminal behaviour
In situations involving serious misconduct, WCB may take the following actions:
- Refer to security or law enforcement: Incidents that pose a threat to safety will be escalated immediately.
- Conduct an internal investigation: This may result in legal proceedings or restrictions on communication.
- Implement communication restrictions: These may include limited access to staff, suspension of contact or other necessary protective measures.
Review of restrictions
In most situations, issues can be resolved through respectful dialogue. However, if the conduct persists, WCB may implement communication restrictions to ensure a safe and professional environment.
Clients may request a review of any communication restrictions at any time. WCB is committed to fairness and will consider all requests on a case-by-case basis.
