The end of the year and still WCB does not take a break from customer service issues. WCB does not seem to reflect on the worst year of customer service in history and the problems that they create for the injured working people. Rather WCB justifies the bad customer service and acts like a victim almost every time.
I thought I would make it through the year without a word on my blog about the disappointments I had with the WCB customer service but I can't.
On December 21, 2011 a WCB Supervisor and Manager were on the phone with me in a three way conversation. The supervisor threatened to hang up because she felt I yelled at her when I challenged her to discuss what I believe was outside her comfort zone, which was policy and legislation. Hanging up was an easy way not to discuss the facts of legislatiolnl I thought maybe management would deal with the customer service issue. Instead I received a warning that she was going to hand up and 'click' she was gone. The manager emailed me justifying the action of the supervisor instead of an apology. I expect an apology.
The frustration and disappointments that workers feel, I can't truly relate to and I try to stay positive as there are good people at WCB.
The WCB interpetation and application of policy and legislation I disagree with most of the time. I believe the customer service problems from the good people at WCB is reflective of the management and pressures to have focus on money not injuries and services. "Common sense" is not a policy or law.
The management needs to review the decisions being made, the inability of staff to make decisions without being micro managed.
Workers have told me that they are yelled at, feel WCB staff threaten to end their benefits, staff talk down to them and hang up for no reasons.
Many apologies from WCB have been warranted this year and have not been given as WCB will never admit they are wrong. I apologize to my workers for not demanding apologies, there are so many that it would be a full time job. Know that you have the right to customer service and demand it. The best way is to write to the WCB and voice your complaints to the attention of the C.E.O. Guy Kerr and send a copy to the ministers office.
Gail Cumming
The focus of WCB always appears to be "claims costs" not "customer service" for injured workers. Employers are not aware that claim costs and push for return to work does not always save them money on their premium rating. The premium rating is what employers should be concerned about. My opinion is that the customer service department should not even know the claims costs as it is not needed in the case management of a claim, but in my opinion becomes the focus.
I thought I would make it through the year without a word on my blog about the disappointments I had with the WCB customer service but I can't.
On December 21, 2011 a WCB Supervisor and Manager were on the phone with me in a three way conversation. The supervisor threatened to hang up because she felt I yelled at her when I challenged her to discuss what I believe was outside her comfort zone, which was policy and legislation. Hanging up was an easy way not to discuss the facts of legislatiolnl I thought maybe management would deal with the customer service issue. Instead I received a warning that she was going to hand up and 'click' she was gone. The manager emailed me justifying the action of the supervisor instead of an apology. I expect an apology.
The frustration and disappointments that workers feel, I can't truly relate to and I try to stay positive as there are good people at WCB.
The WCB interpetation and application of policy and legislation I disagree with most of the time. I believe the customer service problems from the good people at WCB is reflective of the management and pressures to have focus on money not injuries and services. "Common sense" is not a policy or law.
The management needs to review the decisions being made, the inability of staff to make decisions without being micro managed.
Workers have told me that they are yelled at, feel WCB staff threaten to end their benefits, staff talk down to them and hang up for no reasons.
Many apologies from WCB have been warranted this year and have not been given as WCB will never admit they are wrong. I apologize to my workers for not demanding apologies, there are so many that it would be a full time job. Know that you have the right to customer service and demand it. The best way is to write to the WCB and voice your complaints to the attention of the C.E.O. Guy Kerr and send a copy to the ministers office.
Gail Cumming
The focus of WCB always appears to be "claims costs" not "customer service" for injured workers. Employers are not aware that claim costs and push for return to work does not always save them money on their premium rating. The premium rating is what employers should be concerned about. My opinion is that the customer service department should not even know the claims costs as it is not needed in the case management of a claim, but in my opinion becomes the focus.
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