WCB Procedures

Collection and correction of claim information

Procedure summary

Published On

Jun 23, 2026

Purpose

To provide guidelines for the collection, correction, creation and storage of claim information.

Description

When information is needed to make a decision or manage a claim, the decision maker gathers it through written requests, phone calls or submissions from interested parties.

When information (including mixed media, such as photos, videos) is received, the decision maker reviews it to determine its impact on the claim. Information that is not claim-related must be removed in accordance with the Protection of Privacy Act (POPA).

Before documenting information, WCB staff must ensure it is relevant to adjudication and disability management. Refer to the Key Information section for definitions of personal information.

When documenting on the claim file, staff must:

Avoid creating or collecting unnecessary records
File all records that are relevant to the adjudication of the claim in the master claim file
Ensure records are accurate, legible and complete
Properly destroy/delete transitory records once they are no longer needed

If written correspondence includes (“cc’s”) to other WCB employees, the Customer Records Unit (CRU) will distribute copies to those individuals.

If a claim file exists in more than one medium (e.g., paper and imaged documents), the decision maker will request the paper and microfilm file.

Key information

WCB protects personal information while supporting transparent decision-making. Individuals have a right to access information that affects them. WCB collects, uses, and discloses only the information needed to administer the Workers’ Compensation Act (WCA), in accordance with the Protection of Privacy Act (POPA), Access to Information Act (ATIA), Health Information Act and Records Management Regulation. Additional guidance is provided in Policy 01-02, Part I: Access and Privacy and Policy 01-02 Access and Privacy, Application 1: General.

Access and privacy

Under POPA and ATIA:

Individuals can request access to their personal information, subject to limited exceptions
Individuals can request corrections of their personal information

Personal information is recorded information about an identifiable individual, such as name, address, age, sex, martial status, identifying number (e.g., claim number), health information, employment history. For the complete definition, refer to s1(q) of the POPA.

Personal information types

Claim information: Related to adjudication and claim management, such as gathering details, making decisions, implementing actions and communicating outcomes. This information must be documented and stored in the claim file.
Non-claim information: Not related to the claim, such as interactions with external parties (e.g., other government agencies, other provincial Workers' Compensation Boards, insurance companies). This information must not be stored on the claim file.

Collection of information

Information is collected only when required for determining entitlement under the Workers' Compensation Act, for example, to determine entitlement to benefits or manage a claim.

Within Alberta: Authority to collect information is provided under the WCA.
Outside Alberta: Collection is based on the worker's consent. Consent is provided when the worker signs the Declaration and Consent section of the Worker’s Report of Injury or Occupational Disease (C060) or another consent form. This authorizes WCB to collect, use and disclose information as needed to determine entitlement and provide benefits, as permitted by law. If the worker submitted their C060 electronically, they have accepted the declaration and consent.

Correction of information

An individual who believes there is an error or omission in their personal information in the custody or control of WCB, may request WCB correct the information. Under the POPA, WCB must not correct an opinion, including a professional or expert opinion.

Note: When information is severed, an Access to Information Modified (C665) Form indicating what information has been severed and why is completed and inserted into the modified document on the claim file.

Documentation

When documenting information on the claim file, staff must ensure all WCB standards are met:

Collecting information that is as specific as possible.
The information is relevant to the claim file.
The information is professional.
The information is placed on the claim file as soon as possible, except for transitory documents.
Documents must be dated and clearly show who submitted the information including their credentials, if applicable.

Transitory records

Transitory documents are records that have short-term, immediate or no ongoing value to the WCB (e.g., drafts, duplicate copies, working notes, blank forms). Transitory documents do not need to be placed on the claim file because they are not relevant to decisions that directly affect the worker.

Collect and store information

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1. Determine the information to be requested and discuss with the worker, if necessary Determine what information is needed and confirm it is required to assess entitlement to benefits or services, or to manage the claim. Refer to the Key Information section for a guidance on how this information supports claim decision‑making. If the information being requested is from outside of Alberta, confirm the worker has signed and accepted the declaration and consent section on the last page of the completed Worker's Report of Injury or Occupational Disease (C060). This can be used for authorization to collect the information. If the request is for an Alberta Health Statement of Benefits Paid, follow the 11-1 Requesting medical reports procedure. If needed, call the worker to explain the information being requested and why it is relevant to their claim, the information is sensitive or the worker may have questions about it. Ensure they understand that information related to their claim may be shared to third parties, including the employer. Note: Medical information gathered for litigation should not be requested. Instead, arrange medical assessments through WCB, if needed. Refer to the 11-1B Medical report for litigation purposes internal library resource for details.	Administrative tasks Document the discussion in a file note using the appropriate category and standard text.
2. Request the information verbally or in writing Request the specific information needed and explain why it is required for the claim. Use clear language and include a timeline. The information can be requested in writing (letter and email) or by phone. When requesting information, ensure: The reason for collection is clearly identified. The information must be required to determine entitlement to benefits or services. If the purpose is not obvious, document the rationale explaining why the information is necessary. When appropriate, obtain an expert opinion to support the request. Example: If cardiac test results are requested on a shoulder claim, document that the information is required to assess whether there is a relationship between the two conditions. The information is relevant to claim management. Relevance is determined by the decision maker and must directly support claim decisions or management. The request is specific. Only request the information that is needed (e.g., a specific medical report or information related to a particular condition or injury). Example: Request a specific motor vehicle accident report rather than all information related to the accident. The information is professional and relates only to WCB business. The document is dated and signed. For external documents, the document must be signed in full signature (initials not acceptable). In cases of a typed report the staff member's full name and credentials may be typed in, but the individual staff member is still required to sign the document in full signature. The information is placed on the claim as soon as possible, except for transitory documents.Refer to the Key Information section for details about transitory documents. Note: Collect proof of earnings (e.g., T1 General, T4s, pay stubs, EI records) only when all other reasonable options for obtaining accurate earnings information have been exhausted. These records may contain information that is not relevant and should not be collected unnecessarily. All verbal and written requests for earnings information must clearly state that only the required information should be submitted.	Administrative tasks Send the appropriate letter based on the type of information being requested. If the request is made verbally, document the discussion in a file note (Contact and appropriate standard text). Indicate that the worker, employer or other individual was advised to submit only relevant information.
3. Confirm the received information meets WCB standards Review the claim information (i.e., documents, email and mixed media) received to ensure the information meets the following WCB standards: Relates to that worker. Documents with other claim numbers are acceptable if they pertain to the same worker and employer. In some cases, another worker's name and claim number may be relevant (e.g., in a motor vehicle accident involving multiple claims). Compare the information on the mail with the worker's information: Are there differences in the worker's information (e.g., name, Social Insurance Number, date of birth) Date of accident Injury and part of body. If the injury is different from what was previously reported, could it still be related to that claim? Necessary for determining entitlement. This includes information needed for gathering evidence, making decisions, implementing actions or communicating outcomes/decisions. Accurate, complete and legible. Ensure the information is clear and complete. Relevant. For example, some records collected to confirm earnings may contain both relevant and irrelevant information. Properly filed. Place the information on the claim file upon receipt. Claim information must not be stored elsewhere. Transitory documents (e.g., duplicate or draft documents) are the exception and can be destroyed when no longer needed. If voice or audio recordings are received, process them in the same way as any other correspondence received from a worker, employer or representative. When possible, obtain the information from the source. If the mail meets the standards above, action it accordingly. If the mail does not meet the standards above (e.g., contains irrelevant information), proceed to step 4 to action.	Administrative tasks Refer to the 9-1A Storage, access and assessment of mixed media internal library resource.
4. Action claim information not in compliance with WCB standard If the information is not relevant, take appropriate action to address it. Possible actions include the following: Return irrelevant information to the source. Request the document be modified by correcting or severing information. Forward the document requiring modification to the Claims Records Services team through a file note. Request the document be moved to a different claim file due to being misfiled. Request the document be reindexed to the correct code. Request the document be deleted from the claim file. Decision makers require supervisor approval to have claim documents (mail) or file notes deleted. Note: Duplicate documents should only be placed on the claim file if they contain unique notes or other markings not present on the original. If a duplicate is confirmed, request it be deleted. If there is a confirmed duplicate, have it or the worst copy from the claim and send it for shredding (paper files). Ensure Section 95(1)(e) of the Access to Information Act and Section 60(1) of the Protection of Privacy Act are followed: ATIA: 95(1) “a person must not knowingly (e) destroy any records subject to this Act, or direct another person to do so, with the intent to evade a request for access to the records POPA: 60(1) A person not must knowingly (a) Collect, use or disclose personal information in contravention of Part 1. Request a new claim to be created. Document the decision in a file note (Entitlement decision) and request a new file be created. The Registry & Accounts Services Team will register a new claim based on the information documented in the file note. If the mail is reviewed by an administrative assistant, they will obtain approval from the decision maker (either verbally or via email) before sending the request to create a new claim. Request consolidation of duplicate worker ID numbers or claim numbers. Refer to the Consolidate worker ID numbers or duplicate claims section. The modify desk clerk will move or reindex documents when the request is received via phone call. However, all requests from a decision maker to delete documents requires a file note and approval, if needed, as indicated above. Note: If there is a need to obtain a copy of the original document, refer to the 9-1C Request original paper-based mail to return to the sender document in the internal Resource Library.	Administrative tasks Return irrelevant information to the source: If received via email, return the information to the sender via email and delete the emails. If the document is scanned on claim file, follow the process below to have the document deleted. Also, if the original document should be returned to the source, refer to the 9-1C Request for original paper-based mail to be returned to sender document in the internal Resource Library. To request the document be corrected or content severed, send a file note (Other) to the Claims Records Services, Team Desk. Indicate the: specific document to be modified (name and ID) date and time the document was scanned to file information required for the request (e.g., what needs to be severed and why) To request the document be moved or reindexed, send a file note (Other) to the Document Modification, Team Desk. Indicate the: document name and ID date and time the document was scanned to file information required for the request (e.g., new location or index code and why) If the document belongs to a different worker, do not include that worker's personal information in the file note (e.g., name, date of birth or other identifying details). For urgent requests, set the file note priority field to High. To request the document be deleted, send a file note (Other) to the supervisor requesting deletion of the document. The file note must include the: document name and ID date and time the document was scanned to file reason for deletion (e.g., not relevant or does not relate to the worker, employer or claim) If approved, the supervisor will send a file note (Other) to the Document Modification, Team Desk. Otherwise, they will send a file note to the requestor explaining why the document cannot be deleted. To have a file note deleted, refer to the 11-15D Delete an eCO file note, alert or script internal library resource. To request a new claim be created, send a file note (Registration & Accounts, Register a New Claim) to the Registry Priority Desk, Team Desk. Document all necessary information (i.e., new date of accident - including claims for progressive injuries, nature of injury, part of body, name of accident employer and whether there is time loss).

Correct information

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Action a correction request Review and action a correction request Review the request to correct information and take action as follows: Factual information If the request is to correct factual information (e.g., date of birth, Social Insurance Number, sex or age) and there are no other issues, the correction may be made. Opinions, external documents or complex requests If the request involves: a correction to an opinion, a correction to an external document, a complex request or a situation where it is unclear what correction is required or whether a correction should be made, contact a WCB Access to Information and Protection of Privacy (ATIPP) specialist to discuss how the request should be handled. Staff may consult an ATIPP specialist about any correction request, including those related to factual information or opinions, to ensure the correction decision is appropriate. Contact the WCB ATIPP Office - 780-498-3876; Fax: 780-498-4823; Email: atipp@wcb.ab.ca. Denied correction requests If a request for correction is denied, advise the requesting party that they may contact the WCB ATIPP Office to make a formal request under section 7(1) of the Protection of Privacy Act. The requesting party can contact the WCB ATIPP Office: Tel: 780-498-3876; Fax: 780-498-4823; Email: atipp@wcb.ab.ca. There is also additional information on the WCB website.	Administrative tasks To request an update to the worker's personal information, send a file note (Registration & Accounts, Update Clmnt Demographic) to the Registry Priority Desk, Team Desk. Outline the change that is required and the new information. Note: Staff can update the worker's phone number and email address. To request an error be corrected in a document (e.g., left wrist to right wrist), send a file note (Other) to the Document Modification, Team Desk. Indicate: the document name and ID the date and time the document was scanned to file the information to be updated (e.g., the updated correct information) To have a file note removed from a claim file (i.e., added to the wrong claim), refer to the 11-15D Delete a file note, alert or script internal library resource.
Address change/update - based on a verbal request from the worker or employer Worker request for an address change Only the worker can change their address through verbal notification. In the case of a fatal claim, the surviving spouse or the executor of the estate may also request an address update. When a call is received, verify the caller's identity to confirm they are the worker, surviving spouse or executor. Once the caller identity is verified, obtain the details of the new address from the caller. Send a request to have the address updated. If the worker advises they do not have a mailing address, activate stop correspondence to prevent future correspondence from being sent. Note: If the call is received by a contact centre representative (CCR), they will update the address directly in eCO, in accordance with their guidelines. Employer request for an address change When an employer requests an address change for their WCB account, refer the request to Employer Account Services (EAS). When an employer is requesting a separate address for WCB claims correspondence only, send a request to change the address. Advise the employer that: If their address changes in the future, updates must be made in both systems. They must clearly specify whether the change applies to their WCB account, their claims correspondence, or both.	Administrative tasks Worker's address change To verify the caller's identity, follow the 9-4A Caller identity verification internal library resource. To update the worker's address, send a file note (Registration & Accounts, Address Change) to the Address Book, Working Desk. Document the information used to verify the caller's identity, the new address information and the date it is effective. To activate stop correspondence, send a file note (Registration & Accounts, Appropriate standard text) to the Address Book, Working Desk. Clearly explain why the stop correspondence is being applied (e.g., no mailing address). Note: When the cheque address is updated, the eCO system will automatically remove the stop correspondenceThe Stop Correspondence label, shown at the end the invalid address on the Claim Folder - Participant, Contact Information screen will also be removed. from the address. Employer's address change To update the employer's address, send an email to the ES process mailbox with the address changes. The email address is available on the EAS site on the internal Electronic Workplace (Departments > Employer Account Services > Send a Referral). To add a separate address for the employer's WCB claims correspondence, send a file note (Registration & Accounts, Appropriate standard text) to the Address Book, Working Desk. Document the employer's name, account number and address to which the claims information should be sent.
Returned mail address change When mail is returned due to incorrect address, the registration clerk will try to confirm the correct address by: Verifying the address on the correspondence matches the eCO address Ensuring the address meets Canada Post standards Checking the claim file (including image documents such as medical reporting) for any address changes Contacting the client Conducting a Motor Vehicle Branch (MVB) search If a new address is confirmed, the registration clerk will update it in eCO, redirect the mail, and notify the decision maker with a file note. If no new address is found, they will activate a stop correspondence for the address and notify the decision maker with a file note. Decision maker Upon receipt of the Returned Mail task and/or file note, contact the addressee to obtain the correct address, if required. If contact is successful, request the address be updated. Once it is updated, decide whether the mail needs to be resent to the addressee. If contact is unsuccessful, leave the Stop CorrespondenceWhen Stop Correspondence is activated, "Stop Correspondence" is displayed at the end of the invalid address on the eCO Claim Folder - Participant screen, Contact Information tab. in place to preventWhen Stop Correspondence is activated, the client will not appear as a selection in the addressee drop down box on the Forms & Corr. Delivery screen preventing any written correspondence to that client. When Stop Correspondence is activated, the client will not appear as a selection in the addressee drop down box on the Forms & Corr. Delivery screen preventing any written correspondence to that client. further Forms and Correspondence letters or forms from being sent through eCO. Determine how to handle cheques (e.g., hold out until contact can be made) since stop correspondence does not prevent payments from being issued and mailed.	Administrative tasks Scanning and indexing returned mail that cannot be redirected generates a returned mail task to the decision maker or author of the correspondence. Updated address obtained Document the discussion with the addressee and the new or changed address in a file note (Communication, Returned Mail). Send the file note to the Address Book, Working Desk. If the returned mail is to be resent, document the details of the redirection in a file note (Communication, Returned Mail). Updated address not obtained If contact is unsuccessful, document the attempts in a file note (Communication, Returned Mail).
Consolidate worker IDs or duplicate claims Consolidation means fixing duplicate records by combining multiple claim files for the same worker and accident date into one file or multiple worker ID numbers into one ID number. Consolidation may be required in the following situations: Duplicate worker ID numbers. Each worker is assigned a worker ID number when their first claim is registered. This number is different from the claim number. All future claims for that worker are attached (linked) to the same worker ID number. Each worker should have only one worker ID number. A duplicate worker ID may be created if new or incorrect information is submitted (e.g., error with the SIN). Duplicate claims. Duplicate claims occur when more than one claim is created for the same worker and the same accident. The master claim is typically the claim with the most accurate, complete and current information. Enrollment in the Alberta Blue Cross Pharmacy Direct Billing service will be considered when determining the master claim. Important: If different worker ID numbers exist, they must be consolidated before the claim consolidation can take place. Processing timelines Consolidations are processed daily. Once completed, a consolidation cannot be reversed. Ensure a consolidation is necessary before submitting a request. If a request is made in error, it can only be stopped if the consolidation clerk is notified before 3:00 p.m. on the same day. Process for duplicate Worker ID Numbers Identify one claim number associated with the duplicate worker ID. If multiple claims exist under each ID, only one claim per ID is required. Locate the worker ID number in: eCO Maintain screen → EFT Tab → Participant Roles section Process for duplicate claims Confirm that two or more claims exist for the same worker and accident. If both claims: Have decision makers, or Have been active for more than one year, identify the master and duplicate claim before submitting the request. Prepare documents: If the master claim is paper and the duplicate is image, request printing of the Image documents before consolidation. If both claims are paper, transfer all documents to the master claim. After consolidation Review the consolidated claim to ensure: Rate is correct - update if needed The rate does not transfer during consolidation. All rate-based payments from the duplicate claim will be recalculated using the master claim rate. Key dates are accurate on the master claim. Lines (e.g., Claim Expenses Line) are updated on the master claim Authorized expenses do not transfer during consolidation. Notify the worker of the consolidation and provide the correct claim number. Follow up in writing.	Administrative tasks Duplicate worker ID numbers Send a file note (Registration and Accounts/Dup Claimant) to the Consolidation, Default Desk requesting consolidation of duplicate worker ID numbers. Duplicate claims Send a file note (Registration and Accounts/Claim Consolidation) to the Consolidation, Default Desk requesting consolidation of duplicate claims. Indicate the possible duplicate claim numbers or indicate if assistance is needed to determine the master claim. If the master claim is paper and the duplicate claim is Image and the documents are not printed before consolidation is complete: Update the medium code on the master claim from paper to image. Send a file note to the Document Modification, Team Desk requesting the file be printed and the documents placed on the paper file (provide claim number). Send a custom letter (CL000A) to the worker explaining the duplicate claims and confirming the claim number. Send copies of the letter to appropriate parties, such as the employer, physicians and service providers.

Other collection or correction of information situations

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Collecting and storing external investigation reports (not completed by the Investigations Unit) External investigation reports placed on the claim file that were not completed by the WCB Investigations Unit must be disclosed to the worker. WCB must share any information that is considered in making a decision with affected parties. This means WCB cannot use information to make a decision and then refuse to share that information with the worker. Before placing an external investigation report on the file, review the report carefully and consider: Does the report include irrelevant information (e.g., information about another worker)? If yes, determine whether it should be removed before placing the report on the file. Is all the information relevant to the decision? If not, determine whether it should be removed. Contact the Investigations Unit for guidance if needed. Not all reports require their input - only when there are questions or concerns. If the employer provides an investigation report and asks that it not be disclosed to the worker: Inform the employer that the report cannot be considered unless it can be disclosed. Return the report to employer. Once an investigation report is placed on the claim file, it must be disclosed. Contact the Investigations Unit for advice if needed.	Administrative tasks To have irrelevant information severed, send a task to Claim Records Services, Team Desk (or an email to the Claims Records Services (CRS) mailbox) requesting the document be modified once it is scanned to the claim file. Indicate the information that needs to be redacted. CRS will permanently redact the information which shows as an “unrelated information” stamp or a "Records within this package have been removed as they were deemed irrelevant for adjudication or case management purposes” deletion memo for entire pages.
Witness statements Witness Statements When witness statements are received, obtain and document permission to use and disclose the information. Ensure the witness understands that anonymity cannot be guaranteed. Requests for anonymity If a witness has concerns (such as fear of harm or job loss) and requests anonymity: Discuss the situation with the Investigations Unit. Consider whether the matter should be referred for investigation. Unnamed sources Information from an unnamed source is generally given less weight by third party reviews (for example, DRDRBDecision Resolution and Dispute Review Body, ACAppeals Commission, courts). If submitted as new evidence, its reliability and relevance may be limited because its source cannot be verified (e.g., due to lack of contact information or potential hearsay concerns). Upon receipt of witness statements, assess the witness information to determine whether it is substantive and whether it may affect decision-making (e.g., significant information versus supplementary details).	Administrative tasks Follow the 11-5 Claim entitlement Investigations Unit referrals procedure and other internal library resources.
Mixed media Mixed media includes formats such as video, photographs, audio recordings and social media content. These materials may be received through various methods, including mail, email, USB/memory stick or CD/DVD. If voice or audio recordings are received, process them in the same manner as any other correspondence received from a worker, employer or authorized representative. When mixed media is identified, make reasonable attempts to obtain the required information from the source, as needed for claim management.	Administrative tasks For information on handling mixed media, refer to the 9-1A Storage, access and assessment of mixed media internal library resource.

Supporting references

Policies

Procedures

Workers’ Compensation Act

Applicable Sections

Section 17 (1) - Jurisdiction of board
Section 18 (1) - Investigation by board
Section 20 - General powers on investigation
Section 32(1) - Notice by worker
Section 33(1) - Notice by employer
Section 34 (1) - Report by physician
Section 36 - Board's entitlement to information
Section 38 (1) - Medical examination and investigation
Section 39 (1) - Employer may require medical examinations
Section 40 - Board may require autopsy
Section 41 - Hospital authority must report death
Section 147 (1-3) - Confidentiality of information
Section 148 (1-3) - Board records privileged

Workers' Compensation Regulation

Applicable Sections

Compatibility Warning

WCB Procedures

Collection and correction of claim information

Procedure summary

Access and privacy

Personal information types

Collection of information

Correction of information

Documentation

Transitory records

Collect and store information

Administrative tasks

Administrative tasks

Administrative tasks

Administrative tasks

Correct information

Review and action a correction request

Denied correction requests

Administrative tasks

Worker request for an address change

Employer request for an address change

Administrative tasks

Worker's address change

Employer's address change

Decision maker

Administrative tasks

Updated address obtained

Updated address not obtained

Processing timelines

Process for duplicate Worker ID Numbers

Process for duplicate claims

After consolidation

Administrative tasks

Duplicate worker ID numbers

Duplicate claims

Other collection or correction of information situations

Administrative tasks

Administrative tasks

Administrative tasks

Supporting references

Policies

Procedures

Related links

Workers’ Compensation Act

Workers' Compensation Regulation

Related Legislation