Every participant in the workers’ compensation system deserves to be treated fairly. WCB's Code of Rights and Conduct tells you how the organization holds itself accountable in all interactions with you.
If you disagree with a decision
There are several options available to you if you disagree with a decision and wish to have it reviewed or changed. Visit the review and appeals page to learn more about how to question a WCB decision, the decision review process, and how workers and employers can get support.
Resources
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Request a decision review
If you disagree with a claim or account decision and you want the decision to be reviewed or changed, please submit a request for a decision review. -
Questioning a WCB-Alberta decision fact sheet for workers
Learn about the collaborative review process, your claim file and representation. -
Questioning a WCB-Alberta claims decision fact sheet for employers
If you disagree with a decision on your account, there's a process in place if you'd like to have the decision reviewed.
If you feel you were treated unfairly
WCB’s Code of Rights and Conduct outlines WCB’s commitments in their interactions with you. If you feel you were treated unfairly—either from a behavioural or process perspective—there are processes in place to help resolve the issue.
Note: If your concern is with a claim or account decision and you want the decision to be reviewed or changed, please submit a request for decision review.
Step 1: Speak with a supervisor
We know it can be difficult to talk to people about service concerns. If you’re uncomfortable speaking with the original decision maker, you can share your concerns with the supervisor of the person providing the service. A collaborative conversation may help to resolve an issue, but if you still have concerns, move on to step 2.
Step 2: Speak with a manager
If you are unable to resolve your concern with a supervisor, you can share your concern with a manager. The manager will work with you and your claim or account team to address your concerns. If your concerns remain, move to step 3.
Step 3: Request a formal fairness review
What is a fairness review?
If you are still not satisfied with the response you receive after speaking with a manager, you may request a formal fairness review by the Fair Process Review Centre. The centre is overseen by the fairness review officer who is accountable to WCB’s Board of Directors. The Fair Process Review Centre 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 fairness review officer and the Fair Process Review Centre is to:
- Uphold 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.
- Inform you of the steps taken to address your service issues and what next steps, if any, are available to you.
- 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:
A fairness review does not assess the accuracy of a decision and the Fair Process Review Centre cannot change decisions made by WCB’s Customer Service and Employer Services teams. If you disagree with a decision and wish to see it reviewed or changed, please refer to WCB’s review and appeals process.
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
To request a formal fairness review by the Fair Process Review Centre, complete the fairness review form online or fill out the fairness review PDF form and email it to fairness@wcb.ab.ca. You can request a paper version of the form by calling 1-866-922-9221 (toll-free).
Note: The Fair Process Review Centre does not have the legislative authority to review or change a claim or account decision. If you are concerned about a decision and would like it reviewed, please submit a request for a decision review.
Resources
-
Request a decision review
If you disagree with a claim or account decision and you want the decision to be reviewed or changed, please submit a request for a decision review. -
Fairness review online request form
If you believe you were treated unfairly, complete this online form to request a formal fairness review by the Fair Process Review Centre. -
Fairness review PDF request form
If you believe you were treated unfairly, complete and return this PDF form to request a formal fairness review by the Fair Process Review Centre. -
Fairness Review Mandate
The Fairness Review Mandate outlines the authority and scope of the fairness review officer and Fair Process Review Centre, as well as what you can expect from a fairness review. -
What you can expect from the Fair Process Review Centre
Learn about the FPRC process once you submit your request for a fairness review.
