Customer Liaison Service

Workers Compensation Board of Prince Edward Island

Customer Liaison Service

At the WCB, we believe that open communication is the key to continuous improvement.

To ensure that you have the opportunity to let us know how we can improve, the WCB has a Customer Liaison Service.

The role of the Customer Liaison Service is to ensure that your quality service issues are addressed. We encourage your feedback on:

Our ability to provide answers to your questions, and to do so in a timely manner.
Our courtesy and professionalism.
Our ability to communicate clearly with you.
The accessibility and contact with our staff.
Any concern that you may have with the quality of our service.

If you are less than satisfied with the quality of service provided by the WCB, please contact the Customer Liaison Officer.

By telephone…
1-866-460-3074

By email…
customerliaison@wcb.pe.ca

By fax…
WCB Customer Liaison
902-368-6359

By mail…
WCB Customer Liaison
PO Box 757
Charlottetown, PE, C1A 7L7

For more information about the Customer Liaison Service, click here

Please note that the Customer Liaison Service cannot respond to concerns about claim or account decisions. If you are questioning a decision on your claim or account, please refer to the Appeals section of the website.

April 01, 2021

Draft policy amendments for feedback

The Board of Directors has approved, in principle, changes to the policy, Support for Independent Living (POL-82). The proposed amendments would provide allowances for eligible injured workers to support their personal independence. The Board is also proposing that the policies, Allergies (POL-69) and Respiratory Diseases (POL-66), be rescinded as these conditions are included in the Occupational Disease (POL-65) policy. Consultation summaries are available in the Policy Consultation section of our website, where you are invited to provide feedback by April 30, 2021.

March 31, 2021

Satisfaction Survey Continues to Provide Valuable Information

The Workers Compensation Board (WCB) is pleased to release the results of the 2020 WCB Injured Worker Survey, which continues to show positive results in WCB’s service satisfaction index. The index is a composite measure of injured workers’ overall experience with the WCB, as well as their satisfaction with a variety of service dimensions including fairness, decision making and service delivery.In the fall of 2020, over 300 injured workers participated in the survey conducted by the independent research company, Narrative Research. On an alternating basis, the WCB polls its two key stakeholder groups, injured workers and employers each year to gauge satisfaction with the WCB’s services and identify areas for improvement.Similar studies have been conducted with workers every two years since 2002 and the results demonstrate that the majority of WCB clients are satisfied with their overall experience with the WCB. Results and feedback from this transparent and consistent survey has helped form many decisions and improvements at the WCB over the years.In 2020, the WCB achieved a performance rating of 76.2. This rating is on par with 2018 results and up almost 8 points since the first survey was conducted. Levels of satisfaction with service interaction remained consistent through the COVID-19 pandemic period. The main drivers of satisfaction for injured workers are: the extent of satisfaction with the claim outcome, satisfaction with the extent workers participated in the decision-making process concerning their claim, and receiving WCB service in a timely manner.“Client service continues to be a priority for the WCB and is at the forefront of many initiatives in the WCB’s Strategic Action Plan,” said WCB Chair Jim MacPhee. “Our stakeholder surveys continue to serve as an important tool to assess how we’re serving our clients and where we can improve.” When evaluating the WCB, workers reported that being treated fairly continues to be the most important factor, with 90% of workers rating this as critically important. Most injured workers agree that they were treated with respect by WCB staff, and a large proportion also agreed that staff understood their needs. “In a year of uncertainty, we were pleased to have been able to respond quickly to changes in our service delivery methods to meet the needs of our injured worker clients in a timely fashion” said Cheryl Paynter CEO of WCBPEI. “I would like to thank our staff for their efforts, in the constantly changing environment that was 2020.”The WCB will continue to explore ways to maintain and improve the high quality of service delivery to workers and employers and would like to publically thank those who took the time and thought to respond. For more information, you can view the summary report of the 2020 WCB Injured Workers Survey at wcb.pe.ca/Information/Surveys. Aussi disponible en français.

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