Service Commitments
We are committed to providing fair, caring and quality service to our clients.
You can expect:
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 or account
- Have responses to phone messages and emails within two business days
- Have responses to emails or letters that require a detailed response within 10 business days of receipt, or be informed if it will take longer
- In some cases, our response may take longer – these timelines apply 90 per cent of the time under normal conditions.
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
If you feel we were not respectful, courteous, timely and honest in how we delivered services to you, please call us at 1.800.563.9000 and ask to speak to the Team Lead or Manager about your concerns. If they cannot resolve your concerns, then ask to escalate to the Director, then Vice President.
If you feel we have not treated you fairly, you may also contact the provincial ombud at the Office of the Citizen’s Representative.
We believe that by working in partnership we can improve the quality of life of the people of Newfoundland and Labrador through safe workplaces and support for our clients.