Q&A: Complaints

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Learn more: Complaints.


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Complaints: Questions and Answers

From “Questions Nova Scotians May Want to Ask”.

What should workers and employers expect of the Workers’ Compensation Board when they file a complaint and how is this process going to change?

Workers and employers should expect that their complaint will be listened to, and that it will be investigated. When it’s substantiated, they should have confidence that the right actions will be taken.

We take all complaints seriously. Complaints are handled personally, often with personal calls and in-person discussion with workers and stakeholders. While on a human level these phone calls and exchanges may address the complaint, there is potential to formalize the process going forward. We will do so.

We will begin looking at these opportunities based on best practice, right away.

The complaint process is handled by one person, without review by management or a quality control process. Are you disregarding complaints, or not acting on them?

 

We accept the recommendation that there are clear opportunities for improvement in our complaints process. We commit to these improvements, based on best practice review. 

The Client Relations Officer reports to the WCB Board of Directors on a regular basis, and provides annual reporting as well. He works hard to resolve issues for workers, in constituencies, and to improve processes in our own operation.

Complaints are taken very seriously, and they are actioned. That said, this is an important recommendation, and we need to improve this process and its documentation. 

 


 

Related

Nova Scotia’s Office of the Auditor General (OAG) news release
Audit Report
Audit Video