Workplace Health, Safety & Compensation Commission of Newfoundland and Labrador 
Client service office


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Deann Bussey
Client Service Officer 

Telephone: 1-888-790-1444 or 778-1166
Fax: 709-778-1336 or toll free 1-877-778-1336
email: clientservice@whscc.nl.ca

 

Concerns or commendations can also be addressed in writing to: 

Client Service Office
Workplace Health, Safety and Compensation Commission
P.O. Box 9000
St. John’s, NL
A1A 3B8   

Client service office...working to serve you better

If you are concerned about the service you receive at the Workplace Health Safety and Compensation Commission (the Commission), the Client Service Office (CSO) can help you.

What we CAN do:

  • we will respond to issues regarding the length of time it takes for a decision to be made on your claim, or if you are experiencing delays in getting your payments or having referrals completed on your behalf.
  • we will help if you feel the communication you received from the Commission either written or verbal was not sufficient.
  • we will help if you are having difficulty reaching any staff member within the Commission.
    we will look at the policies and procedures applied in your decision to ensure it is fair and consistent.
  • we will help if you are concerned that a staff member has not treated you fairly.
  • we will help if you are an employer with concerns about the services you receive from the Commission.
  • we would also appreciate your call regarding any great service experiences you have had with the Commission.

What we CANNOT do:

  • we are not a level of appeal, therefore any complaints that have the right of appeal must be resolved first.
  • we are limited to dealing only with service issues regarding a worker or employer file.
  • we do not provide the interpretation of your decision.
  • we do not enforce any changes to the Act or legislation. 
    we have no ability to investigate the actions of any organization other than the Commission.
  • we will not accept service complaints on decisions made over one year ago.

HOW we help:

  • we listen to ensure we understand what you have already done to try to solve the problem and seek your opinion on the solution.
  • we keep an open mind in our approach to work toward a solution to your concern without taking sides. 
  • we want to help you resolve the concern.  We may recommend that you follow the next step in the process, or provide you with more information, or connect you with an appropriate staff person. 
  • we can investigate complaints about services provided by the Commission.
  • we can make recommendations to resolve the issue and to improve service within the Commission as a whole.

Examples of Typical Calls to the CSO:

  • My payment is late or has changed and I was not notified of any changes
  • The directions in my appeal were not followed by the Commission
  • I have some questions about how the Commission applied this policy in my situation
  • I think the staff person dealing with my claim has treated me unfairly
  • I have been waiting a long time for a decision on my claim
  • I am having difficulty reaching the staff person dealing with my claim or my calls have not been returned

If you have a service issue, contact the CSO by telephone, mail, fax, email, or in person to receive timely answers to your issue.  The goal is to resolve the issue as soon as we can, however some times issues are more complicated and will take longer to investigate or resolve.  We will keep you updated on the status of your complaint if there needs to be an investigation. The CSO can respond to your concern in writing if requested.