Worker complaint: Delayed appeal decision

A worker contacted the Commission about a lengthy delay in receiving a decision from an appeals resolution officer (ARO). After the Commission made inquiries, the worker received his decision. However, the worker was concerned that the decision to deny benefits did not explain why it had taken since 2005 to complete his appeal.

The Commission contacted the manager who agreed to review the file and give the worker a detailed explanation of the steps taken to process his appeal. The manager acknowledged there had been a significant number of delays in the final resolution of the worker’s appeal including several drawn-out returns to the operations division. The manager agreed the delays were unacceptable and apologized to the worker on behalf of the Appeals Branch and the WSIB.