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WorkSafeBC Fair Practices Office
Frequently asked questions
The mandate of the WorkSafeBC Fair Practices Office (previously the WorkSafeBC Complaints Office) is to deal with complaints of alleged unfairness in the application of compensation law, policy, practice, and procedure.
The mission of the office is to provide confidential assistance to workers, employers, and other stakeholders.
What we do
The Fair Practices Office deals with diverse issues in areas such as compensation, assessment, prevention, and the implementation of review/appeal decisions. The office can work with you to resolve alleged unfairness relating to:
- A WorkSafeBC decision or recommendation
- An act done or omitted by WorkSafeBC
- A procedure, practice, or regulation used by WorkSafeBC
What we cannot do
- Accept referrals through WorkSafeBC staff
- Address complaints about the Workers Compensation Act
- Advise on issues under review or appeal or involving the right to review or appeal (this includes issues involving an administrative or judicial remedy provided for in the Workers Compensation Act)
- Make, change, or set aside a law, policy, or administrative decision of other officers of WorkSafeBC or administrative tribunals
- Make binding decisions or determine rights or obligations
- Address issues arising under a collective bargaining agreement
Independent
The Fair Practices Office is independent, and provides assistance while maintaining confidentiality. If you have a WorkSafeBC-related concern, the office can:
- Advise you on how the WorkSafeBC system works and how outstanding issues might be resolved
- Help you reach the individual authorized to deal directly with a particular concern
- Offer confidential, impartial recommendations on issues relating to the workers' compensation system and WorkSafeBC
Confidential
Contact with the Fair Practices Office is confidential. The office does not scan documents to workers' or employers' WorkSafeBC file records.
Employees adhere to the secrecy provisions outlined in Section 95 of the Workers Compensation Act and the requirements of the Freedom of Information and Protection of Privacy Act. Although the staff members of the Fair Practices Office are WorkSafeBC employees, they are designated neutrals. This means they do not side with WorkSafeBC, its employees, the complainant, or any other party. The Fair Practices Office is neither a level of review or appeal, nor is it intended to replace workers' or employers' access to the review and appeal process.
Code of ethics
The Fair Practices Office adheres to International Ombudsman Association code of ethics, which states the following:
- The ombudsman, as a designated neutral, has the responsibility of maintaining strict confidentiality concerning matters that are brought to his/her attention unless given permission to do otherwise. The only exceptions, at the sole discretion of the ombudsman, are where there appears to be imminent threat of serious harm.
- The ombudsman must take all reasonable steps to protect any files pertaining to confidential discussions from inspection by all other persons, including management.
- The ombudsman should not testify in any formal judicial or administrative hearing about concerns brought to his or her attention.
- When making recommendations, the ombudsman has the responsibility to suggest actions or policies that will be equitable to all parties.
Our service commitment
The Fair Practices office will:
- Answer phone calls promptly, within three rings, Monday through Friday, 8:30 a.m. to 4:30 p.m. If all lines are busy, you will receive clear instructions on how to leave a message. We will return all voice mail messages and acknowledge written complaints and inquiries within one working day.
- For those complaints elevated to a Fair Practices officer, the officer will contact you within two working days from receipt of your complaint.
- Communicate in clear, concise, and simple language.
- Make a reasonable and specific commitment to you about when your questions will be answered or issues resolved. If for some reason we cannot meet the standard, we will provide an interim response explaining when you can expect our full reply.
- Treat you with courtesy and respect and you will be assisted by responsive and knowledgeable staff.
- Give you information about law and policy that is clear, reliable, and easy to understand. We will explain how the compensation system works and the role of the Fair Practices Office. If your issue is outside our role, we will put you in touch with the person or agency who can best handle your concern.
- Approach WorkSafeBC on your behalf to facilitate resolution of the issues if we are unable to solve the issue. We will help you navigate through the system.
- Deliver services without discrimination on the basis of race, color, national origin, sex, religion, age, disability, political beliefs, marital or family status.
- Attempt to provide service in the language of your choice. Extra time may be needed to provide this service.
- Provide multiple points of access including: telephone, fax, mail, and internet.
- Be accessible and available to talk to individuals, organizations, and groups about the role of the Fair Practices Office.