We want to make sure we are doing everything we can to provide injured workers and their employers with service that is respectful, fair and timely. We want them to know that we are committed to them and that they can rely on us.
Establishing a Code of Rights and Conduct in September 2018 was an opportunity to formalize what we believe in—a way to show you, our clients, exactly how we hold ourselves accountable in our interactions with you.
Workplace injuries have the potential to profoundly impact workers' and employers' lives. When this happens, you have the right to know what you can expect from us when navigating this experience. Our Code of Rights and Conduct is written for you. To tell you what we value in every interaction.
Being a partner to injured workers and employers is a relationship that we take seriously.
These are your rights. This is our commitment.
We will treat you with dignity and respect.
You have the right to honesty, courtesy and considerate treatment regardless of specialized needs, cultural differences or beliefs.
We will listen to you.
You have the right to have your views fairly considered when making decisions that affect you.
We will be open and honest when communicating with you.
You have the right to have your questions and issues addressed in a timely manner.
We will provide you with complete and correct information.
You have the right to be fully informed regarding services, entitlements and responsibilities.
We will ensure you have access to information.
You have the right to examine all relevant documents when a decision is made.
We will ensure your information is held privately and confidentially.
You have the right to privacy. Information given to WCB will only be used for purposes under the Workers' Compensation Act and the Freedom of Information and Protection of Privacy Act.
Taken from the WCB-Alberta Code of Rights and Conduct. Read the full code.
Service issues and concerns
We are committed to following our Code of Rights and Conduct when working together with you, but we understand that sometimes issues may arise. If it feels like we didn't get it quite right—you also have the right to raise your concerns.
Similar to our process for claim and account decision issues, here are the steps you can follow if you are concerned with the service you received from us.
Talk to us
- If your concern is with one of our staff members, ask to speak with his/her supervisor. It sounds simple, but sometimes it's all that may be needed to resolve an issue.
- 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 (worker) or account team (employer).
- You have the right to request a fairness review by the Fairness Review Officer (FRO) through the Fair Process Review Centre (FPRC) which provides neutral, impartial and independent assistance to both workers, employers and dependants who feel they were treated unfairly. There is no cost to this service.