Alberta Advisor Office Alberta Advisor Office

Frequently Asked Questions (FAQ)

Advisor Office - General

How do I get a copy of my Advisor Office file?

To receive a copy of your Advisor Office file you may make a FOIP request by contacting the FOIP office at 780-644-2397 or by visiting the links below:

Can I get a copy of the documents I send to the Advisor Office?

Yes. Upon request, the Advisor Office will provide copies of the documents you have sent to our office.

Can the Advisor Office provide me with a copy of my WCB file?

No. You must contact the WCB directly to request a copy of any documents from your WCB claim file.

How do I provide feedback on WCB policies and procedures?

You may contact the WCB to provide feedback on its polices and procedures: https://www.wcb.ab.ca/about-wcb/contact-us.html.

Do I have a right to Advisor Office services?

The Workers’ Compensation Act (the Act) does not provide a right to Advisor Office services.  The Advisor Office retains discretion to refuse or withdraw services.

Does the Advisor Office have Zero Tolerance Policy?

Yes. The Zero Tolerance Policy can be found here.

What is the cost for Advisor Office services?

There is no charge for Advisor Office services to injured workers and their dependents, or for employers.

My first language is not English, can the Advisor Office still assist with my issue?

Yes. Translation and interpretation service is available to all WCB claimants.

Will the Advisor Office assist with all levels of appeal?

Yes. The Advisor Office provides assistance through all levels of appeal within the WCB system including Customer Service, the Dispute Resolution and Decision Review Body (DRDRB) and the Appeals Commission (AC). 

What kind of issues does the Advisor Office not look into?

The Advisor Office cannot:

  • Make decisions about compensation, entitlements or benefits.
  • Change decisions of the WCB, AC or Medical Panels.
  • Make, change or set aside a policy of the WCB, AC or MPO.
  • Address human resources issues that are not a result of a work related accident.
  • Address concerns which are unrelated to a workplace injury.
  • Provide legal advice.

Can I ask the Advisor Office to make a change to the legislation?

No. The Advisor Office cannot make, change or set aside the Act or any of the related regulations. Section 159(1) of the amended Act calls for a review of the Act and related regulations in 2021 and every five years there after. 

If you have concerns or ideas about changes you would like to see to the Act or regulations, you can contact the Minister of Labour and Immigration or reach out to your Member of the Legislative Assembly (MLA).

To Contact the Minister - You can write to the Minister of Labour and Immigration.  This can be done via the Government of Alberta website at: https://www.alberta.ca/contact.cfm.

To Contact your MLA - You can contact your MLA.  Contact information for all MLA’s in Alberta is located at: https://www.assembly.ab.ca/net/index.aspx?p=mla_home.

Why can the Advisor Office only ‘request’ information from the WCB, the AC or the MPO?

The Workers’ Compensation Act (the Act) does not provide authority for the Advisor Office to compel our system partners to provide information.

The Act does have provisions which allow for information sharing with the WCB, AC and MPO.

Where can I go if I disagree with a decision made by the Advisor Office regarding my request for services?

If you have a complaint about the services of, or decision made by, any Advisor Office employee, you may raise you concerns with the specific branch manager.

If all avenues within the Advisor Office have been exhausted and your issue pertaining to the Advisor Office was not resolved to your satisfaction, you may contact the Alberta Ombudsman.  

Who has the burden of proof in WCB claims?

The Advisor Office cannot determine workers’ or employers’ rights or obligations when dealing with the WCB, AC or Medical Panels.  Specifically, the determination of the burden of proof is a function of the legislature and the Courts. It is, therefore, unnecessary for the Advisor Office to take on this same function.

back to top

Employer Advisor Branch

Who can access Employer Advisor services?

Employer Advisors provides support, consultation and advice to all employers who need help with reviews and appeals.

Can the Advisor Office be my authorized representative?

Yes. Once the fully completed and signed consent form is received from the employer the Advisor Office becomes the authorized representative for the appeal.

Can I rescind my authorization to the Advisor Office?

Yes. Authorizations to the Advisor Office must be rescinded in writing and are effective on the date the notice to rescind is received by the Advisor Office.

What are my rights and responsibilities as an employer with respect to an injured worker?

Information about your rights and responsibilities as an employer can be found in the Employer Handbook located at https://wcb.ab.ca/claims/ .

Are we covered by the WCB if our employee did not follow our company’s safety policies and caused the work place accident to happen?

Yes. The Alberta Workers’ Compensation Board assumes liability for the injury in work-related circumstances despite the presence of fault on the part of the worker or employer. 

back to top

Worker Advisor Branch

Can I have more than one representative acting on my behalf?

No. A worker can only authorize one representative to act on their behalf throughout the appeal process.

Can the Advisor Office be my authorized representative?

Yes. Once the fully completed and signed consent form is received from the worker or their dependent the Advisor Office becomes the authorized representative for the appeal

Can I rescind my authorization to the Advisor Office?

Yes. Authorizations to the Advisor Office must be rescinded in writing and is effective on the date the notice to rescind is received by the Advisor Office.

What are my rights and responsibilities as an injured worker?

Information about your rights and responsibilities as an injured worker can be found in the Worker Handbook located at https://wcb.ab.ca/claims/ .

Can the Advisor Office help me to have my claim denied or rejected by the WCB?

No. Advisor Office assistance on appeal issues is related to WCB benefits. The Advisor Office does not assist injured workers or their dependent(s) with having a claim or benefits denied..

How do I continue the appeal process started by a worker who has died?

The Advisor Office cannot discuss a deceased worker’s file with anyone other than the personal representative (PR) /executor of the estate. Upon being notified of the death of a worker, the Advisor Office will contact the estate of the deceased worker inviting the personal representative to contact us.

What documents do I need to confirm that I am the personal representative or executor of a deceased worker? 

The estate will have to provide the following documents to the Advisor Office to continue the appeal process started by a deceased worker:

  • a certified copy of the Will, along with written confirmation (a notarised letter or a statutory declaration) that the named personal representative is acting on behalf of the estate; or
  • certified copy of the grant of probate (if probate was granted); or
  • if there was no Will, a certified copy of the grant of administration.

back to top