The Dispute Resolution and Decision Review Body (DRDRB) provides collaborative support for workers and employers to address and review concerns about decisions with the goal of reaching resolution.
We strive to ensure decisions are fair, transparent and clearly understood.
The DRDRB helps workers and employers navigate the appeal process, addresses concerns and evaluates decision accuracy. We work to resolve issues at the earliest possible opportunity when a client does not agree with a claim or account decision. We know the decisions we make affect people’s lives, so we are committed to making sure we consider all the facts and understand all perspectives.
When a client questions or doesn’t agree with a decision on their claim, they have options. The first step is for the worker or employer to speak with the decision maker to see if they can resolve the issue and, if necessary, speak with a supervisor. If their concern remains unresolved, they can move to a quality review process at the DRDRB.
If after a review by the DRDRB, a worker or employer still disagrees with a decision, the independent and external Appeals Commission is the next step in the process. If the Appeals Commission disagrees with the DRDRB’s decision, we implement the changes quickly and connect with the impacted party within five days of the decision from the Appeals Commission.
The main areas of concern raised to the DRDRB in 2023 included:
- Initial entitlement to compensation
- Accuracy of benefit payment calculations
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A worker’s ability (or inability) to perform their regular or modified duties at any point in their claim
We monitor, review and report on decision outcomes to support future improvements.
In order to support excellence in decision making, the DRDRB regularly monitors and reports decision accuracy outcomes and observations to business areas for learning and coaching purposes. Of the 3,091 requests for review received by our customer service teams, only 3.6% of those decisions (110) were overturned by the Appeals Commission.
* We are committed to an inclusive review process that is adaptable to our clients’ needs. At any point, a client can temporarily withdraw their request for review to gather additional information or secure representation. The length of time a client chooses to withdraws their review varies based on their individual needs and is not reflected in the DRDRB’s time to action. Once a client indicates they are ready to proceed, the DRDRB continues to action the review.