Review and appeal

The Issues Resolution Office (IRO) is here to help if you disagree with a WorkSafeNB claim decision or are not satisfied with the service you received. We are committed to improving client service, and will address your concerns promptly, fairly and consistently.

Although a part of WorkSafeNB, the IRO operates independently and is guided by impartiality. We value our relationship with you, and promise to treat you with courtesy and respect.

The IRO members are trained in administrative justice through the Foundation of Administrative Justice. The IRO reports directly to WorkSafeNB's corporate secretary and general counsel.

FAQs

• Online version
• Print-friendly version
• IRO Organizational Chart
• Pamphlet

The IRO can:

• Review claim-related decisions under the Workers’ Compensation Act, the Firefighters’ Compensation Act and the Government Employees’ Compensation Act.
• Review service complaints
• Track complaint trends, identify system-wide issues and recommend improvements

The IRO cannot:

• Help with an appeal
• Recommend policy changes
• Accept referrals from WorkSafeNB staff (clients/complainants must contact IRO directly)

If you disagree with a claim-related decision

If you disagree with a claim-related decision, an internal review specialist will conduct an impartial review. This review will have one of four possible outcomes:

• Confirm the original decision
• Overturn the original decision
• Vary the original decision
• Return it to the original decision maker for another look (for example, when new evidence is presented)

The internal review specialist’s decision is WorkSafeNB’s final decision. If you disagree with an internal review specialist’s decision, you can file an appeal with the Workers’ Compensation Appeals Tribunal (WCAT). The WCAT will contact you directly about your appeal. A worker or employer advocate can help you file an appeal. Their services are free.

Injured workers, employers or their representatives can request a review. You can request a review by:

• Completing the Issues Resolution form and forwarding it to the IRO at WorkSafeNB
• Contacting the IRO directly by phone or email

Claim Process Flow Chart

This fact sheet uses a diagram to show how the process works
Online version
Print-friendly version

---

If you have a complaint with service you have received

We want to ensure that everyone who deals with WorkSafeNB is treated with fairness and respect. If you are not satisfied with our service, we want to hear about it. Client complaints are a vital source of feedback and help us improve our processes.

If you have a complaint about service you have received, a client service specialist will investigate and, if warranted, make recommendations to either resolve, acknowledge or try to prevent future occurrences.

You can file a complaint by:

• Completing the Issues Resolution form and forwarding it to the IRO at WorkSafeNB
• Contacting the IRO directly by phone or email

Claim Process Flow Chart

This fact sheet uses a diagram to show how the process works
Online version
Print-friendly version 

---

Contact the IRO:
1 Portland Street
Saint John, N.B. E2L 3X9
Email: iro.brp@ws-ts.nb.ca
Toll-free: 1 800 222-9775
Tel: 506 738-4317
Fax: 506 642-0720