Alberta Advisor Office Alberta Advisor Office

Frequently Asked Questions (FAQ)

Advisor Office - General

What is the cost for Advisor Office services?

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

My first language is not English. Can the Advisor Office still help me with my issue?

Yes, translation and interpretation services are available to all Advisor Office clients.

Will the Advisor Office assist with all levels of appeal?

Yes, the Advisor Office assists at all levels of WCB appeals 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 WCB, AC, or Medical Panels Program;
  • Make, change, or set aside a policy of the WCB, the AC, or the Medical Panels Program;
  • Address human resources issues that are not a result of a work-related accident;
  • Address concerns that are unrelated to a workplace injury, or;
  • Provide legal advice.

Can the Advisor Office help me with my concern about being treated fairly at WCB?

The Advisor Office can help you appeal WCB decisions, but cannot assist with general concerns about fairness within the workers’ compensation system.  You may wish to contact the WCB’s Fair Process Review Centre, which provides neutral, impartial and independent assistance to both workers and employers who feel they were treated unfairly.

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

If you would like a copy of your Advisor Office please e-mail us at advisoroffice@gov.ab.ca or call us toll-free at 1-866-427-0115.

Can I get a copy of the documents I have sent 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 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 policies and procedures here.

Do I have a right to Advisor Office services?

The Workers’ Compensation Act does not provide “a right” to Advisor Office services. The Advisor Office has the right to refuse or withdraw services to a client (a worker or an employer).

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 concerns with the related branch manager.

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

Worker Advisor Branch

Who can access Worker Advisor services?

Any worker who is covered by WCB and needs help with reviews and appeals can access support, consultation, and advice from a Worker Advisor with the Advisor Office (AO).

What services does the Worker Advisor Branch provide?

 The Worker Advisor Branch provides:

  • Advice and support: A Worker Advisor can review a claim or account decision, and provide advice on the recommended next steps. Potential consequences of steps can also be discussed.
  • Education: Worker Advisors educate clients on all claim-related matters. Clients may also get help understanding how WCB policy and legislation apply to their situation.
  • Representation: A Worker Advisor can provide formal representation on behalf of a worker at all levels of appeal. A Worker Advisor may assist at any time during the appeals process.

What happens after my file is assigned to a Worker Advisor?

Your Advisor will contact you within 5 business days to discuss your concerns. After a file review and discussion with you, your Advisor will determine the best course of action within 20 business days.

Please note: going through the appeal process may take several months, depending on the need for additional information and the availability of appeal hearing dates.

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

No, 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/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 need 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 notarized 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.

Employer Advisor Branch

Who can access Employer Advisor services?
All employers who need help with reviews and appeals can access support, consultation, and advice from an Employer Advisor with the Advisor Office.

What services does the Employer Advisor Branch provide?
This branch provides:

  • Advice and support: An Employer Advisor can review a claim or account decision, and provide advice on the recommended next steps. Potential consequences of steps can also be discussed.
  • Education: Employer Advisors educate clients on all claim and account-related matters. Clients may also get help understanding how WCB policy and legislation apply to their situation.
  • Representation: An Employer Advisor can provide formal representation on behalf of the employer at all levels of appeal. An Employer Advisor may assist at any time during the appeals process.

Our company already uses a private company to manage our WCB claims. Will you work together with them on our appeal?
It is your company’s decision as to who you would like to represent you for an appeal. However, it may create a conflict of interest for the Advisor Office, therefore we do not represent employer clients who already have (or desire to have) a 3rd party representing them on the same appeal.

What happens after my file is assigned to an Employer Advisor? 

Your Advisor will contact you within 5 business days to discuss your concerns. After a file review and discussion with you, your Advisor will determine the best course of action within 30 business days.

Please note: going through the appeal process may take several months, depending on the need for additional information and the availability of appeal hearing dates.