WSIAT Complaint Policy

Introduction

The Workplace Safety and Insurance Appeals Tribunal is committed to providing the highest quality of service to the public. From time to time, the Appeals Tribunal receives complaints about the quality of service related to its practices, the application of these practices or the conduct of Vice-Chairs, Members and staff. The WSIAT Public 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 Appeals Tribunal 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 Appeals Tribunal's commitment to quality service, the following pages outline the Appeals Tribunal'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 the Tribunal Director deems appropriate. The Tribunal is not equipped to receive complaints via E-Mail. Written complaints or inquiries should be sent via regular mail or courier.
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 Appeals Tribunal.
Contact Information is provided at the end of the policy.

Complaints Procedure

Timeliness

A response to a written complaint will be provided in writing within 15 business days after the complaint is received¹. If further action is necessary in order to respond fully to the complaint, the Appeals Tribunal will reply within 5 business days with a contact name and timeframe within which a response is expected.

Telephone messages will be returned within 1 business day.

Unless otherwise specified, these timelines apply to all headings under the complaints policy.

Contact Names

Contact names and phone numbers are located at the end of this policy. Additional contact information is also available at the Tribunal's web site www.wsiat.on.ca.

Decision Status Inquiries

The Workplace Safety and Insurance Act, section 127, provides that the Appeals Tribunal shall decide an appeal within 120 days after the hearing ends or within such longer period as the tribunal 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 receive a written update from the Tribunal regarding the status of the file.

Contact information is provided at the end of the policy.

Making a Complaint about Policies and Procedures

Complaints about Tribunal policy and/or procedure may be raised with the Tribunal Director.

Making a Complaint about a Staff Member

A complaint about a staff member may be raised with that person directly. A complaint about a staff member may also be raised with the Tribunal Director, who will acknowledge the inquiry and refer it to the appropriate manager for response.

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

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

When a complaint is raised with the Chair, he will provide an acknowledgement that includes a timeframe for response within 15 business days. The 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 Tribunal Chair.

Making a Complaint about the Tribunal Chair

The Minister or Minister's delegate is the most appropriate choice for reviewing complaints against the Tribunal Chair.

Workplace Safety and Insurance Appeals Tribunal
September 2002

Contact Information

Tribunal Chair:	Ian J. Strachan 416-314-8842
Acting Tribunal Director:	Susan Adams 416-314-8924
Director, Appeal Services:	Debra Dileo 416-314-2933
General Counsel:	Daniel S. Revington 416-314-8834
Counsel to the Chair:	Carole Prest 416-314-8848
Decision Status Inquiries Contact:	Maria, Chair's Office 416-314-8844
Reconsideration Request Inquiries Contact:	Call Centre 416-314-8800
French Language Services Co-ordinator:	Gillian Shaw 416-314-3736
Ombudsman Ontario 125 Queen's Park Toronto, ON M5S 2C7 General Inquiry Client Access Centre 416-586-3300 or 1-800-263-1830

¹ 15 working days is measured from the receipt of letter at the Tribunal to the mailing date of the response.

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