WCB Procedures

Authorizations: worker and employer representatives

Procedure summary

Published On

Jun 11, 2024

Purpose

To add a representative to the claim file when requested by the worker or employer.

Description

The request for authorization may be received by the decision maker directly or by another WCB staff member. When the form is received, the Access to Information team updates the authorization in the eCO system. A worker representative can be formal or informal, refer to the Authorization for representation - rules, types and extents section at the end of the procedure.

Key information

Workers and employers may provide written authorization for a third party (individual or organization) to be their representative to act on their behalf and receive information. The extent of the authorization may be limited or it may be unlimited which allows the worker or employer to define what role the representative will play and/or what information they may give to or receive from the WCB. Refer to the Authorization for representation - rules, types and extents section at the end of the procedure.

Workers and employers may revoke existing authorizations at any time if they no longer wish to have a representative or they want to change their representative. See Step 3 Revoke an authorization for more information.

There are additional resources available for this procedure in the internal Procedure Resource Library.

Business procedure

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1. Review the request for a representative and add representative to file When a request is received, discuss the type and extent of authorization the worker or employer wants to add. If an existing representative is already on the claim, advise the requestor that the new authorization will automatically revoke the existing authorization, unless the worker is wanting to have one as an informal representative and the other as a formal representative. Refer to the Authorization for representation - rules, types and extents section at the end of the procedure. If the worker and/or employer is authorizing someone to speak and/or act on their behalf and receive correspondence on an ongoing basis on one or more claims, ask them to submit the appropriate authorization of a representative form to the WCB. Direct them to the form location on the WCB website. Explain that the form must be completed in full. Once the form is received, the Access to Information team will document the authorization on the claim file. If the worker is authorizing someone to speak on their behalf on a one-time basis, obtain the following information first and outline the discussion in a file note: To whom the information can be disclosed? What information can be disclosed and for what purpose? Confirmation that the worker/employer is the one providing the consent and that the disclosure was made based on the verbal authorization provided by the worker/employer on a one-time only basis and any future disclosures will require written authorization. Note: We should limit disclosing information, without written authorization, to emergency circumstances only. If a worker wants to revoke a representative go to Step 3 otherwise end the procedure. Note: if a worker or employer is replacing an existing representative with a new one it will automatically revoke the previous representative and the decision maker does not need to do anything further to facilitate this change. The process for documenting authorizations in eCO is dependent on when the authorization was added. The eCO screens used for documenting authorizations changed effective December 14, 2020 (eCO enhancement). Authorizations added in eCO before December 14, 2020, will be converted. However, until that is completed, it is necessary to view both the new (effective December 14, 2020) and old locations to determine if there is an existing authorization in effect or if an authorization has been revoked. The scope of the representative's authorization should be confirmed prior to sending any correspondence.	Administrative tasks Direct the worker or employer to the appropriate form: Worker's Authorization of a Representative (C622) Dependent Spouse or Partner's Authorization of a Representative (C622W) Employer's Authorization of a Representative (C966). Document the discussion in a file note (Access to Information). If documenting authorization on a one-time basis, specify the purpose and/or extent of the authorization.
2. Check status prior to sending letters to representatives Prior to sending a letter, the decision maker will review the Claim Folder - Participant screen or Participant Association screen to confirm the preferred address is selected for the worker or employer's representative. This is required to ensure the letter is copied to the representative's correct address. If a preferred address is not selected, see eCO Help to edit participant information. Note: "STOP - view Participant Screen for Authorization Type/Extent" displays on the claim tree and recipient list when a worker or employer is flagged as Informal. In these instances, the decision makers are required to follow the above instructions to confirm the type of authorization for the representative. It is important to confirm the scope of the representative's authorization before sending any correspondence to ensure the representative is entitled to receive the correspondence. When sending a letter, information about the authorization is provided in the recipient's list on the F&C Delivery screen. It displays the representative's name, their role and the access they have to the claim/letter. If a worker wants to revoke a representative go to Step 3 otherwise end the procedure.	Administrative tasks Review the claim tree to determine if there is a worker or employer authorization on the claim. They will be listed under the Claimant Representatives and Insured Representative headings as: Claimant - formal and informal, and Employer - formal. Hover over the representative's name to view additional information about the authorization. Additional details about the authorization can be viewed in the Address Book on the Maintain - Relationship screen. However, if a single claim authorization was added before December 14, 2020, additional information can be found on the Claim Folder - Participant screen or Participant Association screen. Authorizations that have been converted are available on the Address Book, Maintain - Relationship tab. If either of the following applies (for authorizations documented before the December 14, 2020 eCO update), send a file note or task to the ATI Authorizations, Team Desk to have the representative updated as a Formal representative: A worker authorization is documented on the Participant Association screen and as formal representation. An employer authorization is documented on the Participant Association screen.
3. Revoke an authorization When a request to revoke representation is made over the phone: Verify Follow the internal Procedure 20.7, Collection/Correction of Claim Information/Change of Address (Verbal Address Change, Worker Request of Address Change)that the caller is the worker. Once the worker’s identity is verified, send a request to access to information (ATI) to have the authorization revoked. Ask the employer to submit their request in writing. When a request to revoke representation is made in writing, document the details of the written notification and send a request to have the authorization revoked.	Administrative tasks Refer to the Caller Identity Verification tip sheet in the Procedure Resource Library. Send a file note (Access to Information) to the ATI Authorizations, Team Desk documenting the discussion and details of the verbal (worker) or written (worker or employer) notification. Note: The ATI team will document the revoked authorization on the eCO screen on which the authorization was originally documented.

Authorization for representation - rules, types and extents

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Worker authorization for representation

The rules to have a worker authorized representative are as follows:

Authorization requests must be submitted on a Worker's Authorization of a Representative (C622) or a Dependent Spouse or Partner's Authorization of a Representative (C622W) form. This form is also required for workers who are under the age of 18 and want representation.
A worker can only have one formal representative and one informal representative authorized on their claim.
On formal authorizations, the authorized representative is automatically sent a carbon copy of any correspondence sent to the worker, and the worker is automatically sent a carbon copy (cc) for any correspondence sent to the authorized representative.
There is no mandatory time limit for the authorization (for both formal and informal) unless one is indicated on the completed form.
A new authorization automatically revokes an earlier authorization.

Authorization Types

Definitions

All WCB Claim Matters Extent

Selected Claims Extent

Formal

A formal representative can access information about a claim verbally, in writing and in person. They have the authority to make decisions on a worker's behalf, can request a copy of the worker's claim file and will receive a copy of all correspondence sent to the worker.

Authorized to provide and receive information on the worker's claim(s) and make decisions on behalf of the worker on all claim matters.

Automatically cc’d on all claim correspondence sent to the worker they represent.

Authorized to provide and receive information on the selected worker's claim(s) and make decisions on behalf of the worker on all claim matters.

For the selected claim(s), automatically cc’d on all correspondence sent to the worker they represent.

Informal

Only a worker can have an informal representative.

An informal representative is allowed to provide and receive information about a worker's claim verbally, through contact with WCB employees. They do not have authority to make decisions on the worker's behalf and cannot request a copy of the worker's claim file. They do not receive correspondence sent to the worker except in rare situations.

Authorized to verbally provide and receive information about the worker's claim(s).

Cannot make decisions on the worker's behalf.

NEVER automatically cc’d on correspondence.

Authorized to verbally provide and receive information about the selected worker's claim(s).

Cannot make decisions on the worker's behalf.

NEVER automatically cc’d on correspondence for the selected claim(s).

Employer authorization for representation

The rules to have an employer authorized representative are as follows:

Authorization must be submitted on a Employer's Authorization of a Representative (C966) form.
The authorization form must be signed by either the primary contact or authorized officer on the employers PAM Account. This is to ensure that the form is signed by the proper delegate within the system. The primary contact can elect to authorize additional individuals to act on their behalf by contacting Employer Account Services.
Employers can have more than one representative as long as there is no overlap in scope (this ensures two representatives are not both working on the same matters).
All employer authorizations are formal.
The authorized representative is automatically sent a carbon copy (cc) of any correspondence sent to the employer, and the employer is automatically sent a carbon copy of any correspondence sent to the authorized representative when the extent of the authorization is: All WCB Matters, All WCB Claim Matters or Selected Claims where Ad Hoc is not selected.
Authorization will lapse after three years unless an earlier date is indicated on the C966 form. The employer and representative will receive notice of expiry three months before the actual expiry date.
A new authorization will automatically revoke an earlier authorization.
WCB will not accommodate information only releases where the employer has only authorized a third party to receive information from the WCB without authority granted to that third party to act on the employer's behalf.

Extent	Definitions for Employer Representatives
All WCB matters (all claims and account matters)	This representative has access to all accounts and claims' matters including disability management. Authorized to provide and receive information and make decisions on all claim and account matters on behalf of the employer. Automatically cc’d on all claim correspondence sent to the employer they represent. Note: Authorizing a representative with this extent excludes any other selections as that would create an overlap of authorization.
All WCB claim matters	This representative has access to all claims' matters including case management. Authorized to provide and receive information and make decisions on all claim and account matters on behalf of the employer. Automatically cc’d on all claim correspondence sent to the employer they represent.
All WCB account matters	Claim file information may be released for cost relief requests only. This representative must not be cc'd on claim-related letters. Authorized to provide and receive information and make decisions on all account matters on behalf of the employer. Will not appear in the claim tree. NEVER automatically cc’d on claim-related correspondence sent to the employer they represent. Note: If the representative's authorization is for All WCB Account Matters, they can complete the Employer Request for Claim File and Intent for Request for Review or Appeal (C896) form and state the request is for cost relief, the representative can receive all claim information in order to determine if they are entitled to cost relief.
All claim matters- adhoc	Authorization is not ongoing and specific information is requested only as needed. This representative must not be cc'd on letters. Authorized to provide and receive specific information on behalf of the employer. Will not appear in the claim tree. NEVER automatically cc’d on correspondence sent to the employer they represent. Documentation is generally obtained through the Access to Information (ATI) team, though the claim owner is permitted to disclose information should they choose to.
Selected claims	This representative has access to all claim matters, including case management, on the specific claims identified. Authorized to provide and receive information and make decisions on all claim matters on behalf of the employer. Automatically cc’d on all claim correspondence sent to the employer they represent.

Supporting references

Policies

Workers’ Compensation Act

Applicable sections

Section 147- Confidentiality and Information

General Regulation

Applicable sections

Related Legislation

Applicable sections

Compatibility Warning

WCB Procedures

Authorizations: worker and employer representatives

Procedure summary

Business procedure

Administrative tasks

Administrative tasks

Administrative tasks

Authorization for representation - rules, types and extents

Supporting references

Policies

Workers’ Compensation Act

General Regulation

Related Legislation