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Issue Resolution Office

If you’re not satisfied with the service you’ve received, the Issue Resolution Office (formerly known as the Fair Practices Office) provides impartial assistance to any person or organization who has an issue or complaint with WorkSafeBC.  

Our mandate is to ensure the Workers Compensation Act, the Occupational Health and Safety Regulation, and WorkSafeBC policies, practices, and procedures are applied fairly.

The Issue Resolution Office helps anyone who deals directly with WorkSafeBC, including:

  • Workers
  • Employers
  • Unions
  • Service providers
  • Authorized representatives
  • Any other person affected by the actions of WorkSafeBC, its employees, or its contractors

We are not able to accept referrals through WorkSafeBC staff.

We work with you to help resolve your complaints of alleged unfairness in your dealings with WorkSafeBC. We can help with issues concerning:

  • Compensation
  • Employer assessments
  • Occupational health and safety
  • Implementation of review and appeal decisions

You can use our services if you believe you have been treated unfairly with respect to:

  • A decision or recommendation WorkSafeBC has made
  • An action taken or not taken by WorkSafeBC
  • A procedure, practice, or regulation used by WorkSafeBC

If you are a supplier of goods or services and believe WorkSafeBC’s bidding process was unfair, we can help. Our office can get involved after you have completed the first two steps of the process used to review vendor complaints.

While we are here to help resolve many types of issues, some situations fall outside the scope of our office. We are not able to do any of the following:

  • Offer advice on issues under review or appeal
  • Make, change, or set aside a law, policy, or administrative decision of WorkSafeBC or administrative tribunals
  • Make decisions about compensation
  • Determine your rights or obligations when dealing with WorkSafeBC
  • Assist with issues that are covered by a collective bargaining agreement

If you have a complaint about the Workers Compensation Act, your local MLA's office can assist.

Employees of the Issue Resolution Office report to the Chief Review Officer of WorkSafeBC’s Review and Issue Resolution Division. However, WorkSafeBC management has no direct input into our office's functions or daily business.

While our staff are WorkSafeBC employees, they are designated as neutral parties in resolving disputes. They do not side with WorkSafeBC, its employees, the person making a complaint, or any other party.

All employees of the Issue Resolution Office adhere to the confidentiality provisions outlined in Section 95 of the Workers Compensation Act, and the requirements of the Freedom of Information and Protection of Privacy Act.

When you contact the Issue Resolution Office, you can request that your enquiry remain confidential. In this case, we will not release any information that can identify you to other areas of WorkSafeBC. However, when you request confidentiality, we may be unable to communicate key information about your enquiry to the appropriate area of WorkSafeBC. As a result, our ability to resolve your issue may be limited.

Most simple issues brought to our office can be resolved within a few days. Complex situations that require more investigation may take several weeks or longer to be resolved.

If you make a complaint in writing, we’ll call you to acknowledge receipt of your information. You can also make a complaint by phone.

Depending on the nature of your complaint, it may be assigned to an Issue Resolution Officer. The officer will contact you within two working days of receiving your complaint to gather additional information and explain what will happen next. They will also be able to answer any questions you have about the process.

If you’re a worker, employer, or worker’s dependant, and you feel the Issue Resolution Office has not resolved your complaint, you can submit it to the fair practices commissioner.