About

Client rights and responsibilities

As our clients – injured workers, employers and authorized representatives – you have the right to:

Understand and participate in your claim or account

• Receive information and ask questions
• Access programs, services and your information
• Discuss options in terms and language you understand
• Express concerns without fear of affecting your claim or account
• Request a review of a decision

High-quality service

• Be treated with respect, dignity and courtesy
• Receive the best service that our available resources can provide
• Receive sensitive service that respects diversity
• Access independent worker advisors or employer advisors if you need more help

Timely information that affects you

• Be informed of compensation, programs and return-to-work supports
• Be informed of decisions made on your claim
• Have phone messages returned within 24 business hours
• Have responses to mail, email or faxes within 10 business days, or be informed if it will take longer

Privacy

• Have your personal information or personal health information protected

We expect you to:

Show respect

• Respect the rights, safety and privacy of our employees
• Treat our employees with respect, dignity and courtesy – we do not tolerate harassment, violence or threats
• Respect diversity within our employees and clients

Communicate clearly

• Provide accurate information
• Identify your needs and bring concerns to our employees
• Ask questions if the information we give is unclear

Work with us to deliver you high-quality service

• Cooperate in the programs and services we provide you
• Keep appointments, or notify us in advance if unable to do so

Comply with statutory requirements

• Actively participate in your claim, recovery and return-to-work plan
• Provide records and cooperate in audits (for employers)

Contact us

Call us at 709.778.1000 or toll-free at 1.800.563.9000 and ask to speak with a team lead or manager if you have a concern about the service you receive from us.

We believe that by working in partnership with our clients we can improve the quality of life of the people of Newfoundland and Labrador through safe workplaces and support for our clients.