WCB-Alberta Representative Code of Conduct

At WCB, we value the important role representatives play in supporting workers and employers through claim and account processes. We are committed to ensuring our interactions are respectful, honest and aligned with WCB’s policies. 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 Representative Code of Conduct defines standards of behaviour expected from all representatives interacting with WCB, including the consequences of not meeting those standards. For reference, please also review our Client Code of Conduct.

Shared standards of conduct help build trust, maintain the integrity of the system and ensure fair treatment for everyone involved.

Standards of conduct and behavioural expectations

1. Authorization
   
   • Confirm that you are an authorized representative by ensuring that the worker or employer you represent submits a Worker’s Authorization of a Representative or Employer’s Authorization of a Representative form. These forms grant you permission to access their claim or account information.
2. Collaboration and respect
   
   • Interactions with WCB staff are expected to be respectful and constructive at all times. Representatives are expected to adhere to WCB's Client Code of Conduct and instruct your client(s) to do the same.
   • Any public statements made on behalf of the client should be factual, fair, and must not involve personal attacks on WCB staff, service providers or other individuals involved in the claim.
3. Honesty and integrity
   
   • Represent your client honestly, ensuring you do not:
     • Put forward information you know to be untrue.
     • Assist or encourage a party to mislead or misrepresent the facts.
     • Make false or misleading statements about the actions of WCB or its staff.
   • Maintain and protect the confidentiality of claim information and do not use the information for non-WCB purposes without prior consent from WCB.
4. Compliance
   
   • Be familiar and comply with WCB policies and processes, including the specified request for review and appeal process and fairness review process.
   • Provide information in a timely manner and ensure the availability of your client as requested by WCB staff.

WCB-Alberta’s response to non-compliance
If a representative refuses or fails to comply with the standards of conduct outlined in this Code, WCB may take the following actions:

• Verbal warning
• Written warning
• Temporary restrictions on communications and access to WCB
• Temporary or permanent suspension from acting as a representative before WCB on any claim or account

In cases involving serious misconduct, such as fraud, harassment or threats, WCB may also:

• Refer the matter to WCB security
• Conduct an internal investigation, which may result in legal proceedings

The representative will be given an opportunity to provide an explanation for their conduct by submitting a written response to WCB. Restrictions or suspensions will remain in effect until the explanation has been received and considered.

Consequences of non-compliance

• Any representative who is temporarily or permanently suspended will have no authority to:
  • Receive information about a claim or account
  • Communicate or otherwise engage with WCB
  • Make submissions or requests on behalf of a business or individual with a workplace injury or illness
• WCB will notify its staff and any relevant parties of this suspension.
• If a representative is convicted in a court of law for any offence related to their conduct as a representative before WCB, or if the representative engages in serious misconduct that undermines the integrity of the WCB process, WCB may permanently revoke their authorization to act in that capacity.