WorkBC Decision Review & Issues Resolution Process

Decision Review Process:

In the event that a Client is refused a service based on discretionary decision making by the WorkBC Centre (rather than Ministry policy, legislation, Client eligibility or budget availability), and the Client believes that the refusal was not justified, the WorkBC Centre will offer the Client an opportunity to have a decision reviewed by a neutral third-party reviewer, who has sufficient knowledge and expertise to provide a fair, objective and informed opinion.

Confidentiality for Clients using this process is assured. All parties involved in the Decision Review Process are expected to keep the issues strictly confidential and Clients are encouraged to utilize this process with confidence – there will be no negative repercussions for taking this course of action. Decisions follow the principles of administrative fairness. As services are provided based on assessed need and eligibility, rather than entitlement, there is no option for clients who disagree with the
neutral third-party’s decision to appeal to the Ministry.

Applying the WorkBC Centre's experience in resolving conflict to the Decision Review Process will ensure fair and transparent resolution to issues raised by Clients, other service providers, government bodies or the general public.

WorkBC Centres will incorporate all feedback received within service delivery operations to improve the WorkBC client experience and provide continuous improvement to services. The Decision Review Process is as follows:

Decision review process chart

Issues Resolution Process: 

Our WorkBC Centre team inspires participants to improve their working lives through active engagement and participation within our Centre’s services. Our Team is also committed to providing a meaningful experience resulting in sustainable employment. If we have not provided you with the supports that you required, we want to learn more.

We are committed to:

  • Providing a prompt response 
  • Treating you with courtesy and respect
  • Working together to resolve your concern quickly

As a participant, you have the right to prompt confidential service. You also have the right to services that are both inclusive and accessible. If you are not happy with the services:

  • Discuss your situation with the person directly involved
  • Express your situation calmly and respectfully
  • Work together to resolve the situation

If the situation is unresolved after discussing the situation with the person directly, the formal Issues Resolution process will begin.  

All complaints and decision review requests coming from Members of Parliament or Members of the Legislative Assembly on behalf of their constituents, from the media, other ministries or from the Government of Canada, will be referred to the Ministry. The Ministry will work with the Contractor in responding to issues of this nature.

Issue resolution process chart