Complaints

WSIAT Complaint Policy

Introduction

The WSIAT is committed to providing the highest quality of service to the public. From time to time, the WSIAT receives complaints about the quality of service related to its practices, the application of these practices, or the conduct of Vice-Chairs, Members, or staff. The WSIAT Complaint Policy has been developed to assist members of the public in understanding the complaint process.

Important Points about the Complaint Policy

  • Dissatisfaction with the outcome of a decision is not a complaint. The complaint procedure is not another form of reconsideration or judicial review. If the WSIAT receives a complaint for which the appropriate action to take is to apply for reconsideration, you will be advised and referred accordingly.
  • As part of the WSIAT's commitment to quality service, the following pages outline the WSIAT's approach to addressing written complaints about its processes and the quality of service received by the public. Complaints not received in writing will be dealt with on a case-by-case basis in a manner that the Chair or a Director deems appropriate. The WSIAT is not equipped to receive complaints via e-mail. Written complaints or inquiries should be sent via e-file, regular mail, courier or facsimile.
  • Contact information is available in Contact Us
  • This policy does not affect your right to raise your concerns with the Ombudsman of Ontario if you are dissatisfied with the results provided by the WSIAT.
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  • Nothing in this policy prevents the WSIAT from taking appropriate steps in matters involving the security of, or abusive behaviour towards, WSIAT staff or adjudicators.

Complaints Procedure

Timelines

Unless otherwise specified, the timelines in the Service Standards Policy apply to all headings under Complaint Policy.

Decision Status Inquiries

The Workplace Safety and Insurance Act, 1997 provides that the WSIAT shall decide an appeal within 120 days after the hearing ends or within such longer period as the WSIAT may permit. Most decisions are released before 120 days. However, due to the complexity of issues raised, some decisions take more time. When a decision is taking longer than 120 days to complete, the parties will receive a written update from the WSIAT regarding the status of the file.

Making a Complaint about Policies and Procedures

Complaints about WSIAT policy and/or procedure may be raised with the WSIAT Chair.

Making a Complaint about a Staff Member

A complaint about a WSIAT staff member may be raised with that person directly or their manager.

Making a Complaint about an Adjudicator (other than the WSIAT Chair)

A complaint about the conduct of a Vice-Chair or Member may be raised with the Vice-Chair or Member (within the appeal proceedings) or with the WSIAT Chair. Except in unusual circumstances, the need to maintain the integrity and impartiality of the hearing process will require the WSIAT Chair to defer the review until the hearing is complete.

When a complaint is raised with the WSIAT Chair, they will provide an acknowledgement within 15 business days. The WSIAT Chair will then advise the adjudicator, conduct a review, and respond to the complaint.

Where a complaint relates to a Vice-Chair or Member’s involvement in an activity outside the hearing process, the complaint should be forwarded in writing to the WSIAT Chair.

Making a Complaint about the WSIAT Chair

A complaint about the conduct of the WSIAT Chair may be raised with The Ontario Minister of Labour, Training, and Skills Development, or the Minister's delegate.