Service Standards

The Fair Practices Commission is committed to providing excellent service to the workers, employers and service providers who contact the Commission with concerns about the Workplace Safety and Insurance Board (WSIB).

Here is what you can expect when dealing with the Commission:

1. We will provide timely responses:

• Intake staff will return your phone call within one business day.
• Specialists will contact you within two days, when a case is assigned to them.

2. We will be accessible to the variety of users we are intended to help:

• We provide services in French and English.
• We can provide service in other languages, as required.
• We provide TTY phone service for hearing- impaired callers.
• We provide toll-free phone and fax services.
• We can respond to other special needs.

3. We will communicate clearly:

• We will provide simple verbal explanations of what to do if you are dissatisfied with the WSIB’s service.
• We will provide information in other formats, including print and internet.
• All our materials and correspondence will be written in plain language.

4. We will give you information on:

• How to contact the WSIB effectively.
• Other ways a complaint might be resolved.
• What the WSIB can be expected to provide (their service standards).

5. If we can’t help you, we will refer you to an appropriate resource including:

• Office of the Worker Advisor (OWA)
• Office of Employer Advisor (OEA)
• Workplace Safety and Insurance Appeals Tribunal (WSIAT)
• Legal Clinics in your area
• Ombudsman Ontario

6. We will provide you with information throughout the inquiry process:

• We will also get the WSIB’s views on the information, as required.

7. We will communicate outcomes and resolutions to all parties:

• We will tell you and the WSIB whether we find a fairness issue and discuss how to resolve the issue.

8. We will listen to your suggestions:

• We will conduct user satisfaction surveys periodically and will use the results to make improvements to our service.
• We want to hear your feedback on our service.