Medical Panels Program Service Complaint Process

Purpose

The Service Complaint Process describes the standards of service you can expect from the Medical Panels Program (MPP) and what you can do if you think we have not met that standard.

Programs of the Appeals Commission offer different services and have different service standards. This information relates to the Medical Panels Program.

If you have a complaint about the Appeals Commission Tribunal or Medical Panels Program, please see their Service Complaint Processes.

What The Service Complaint Process Does Not Address

This process addresses administrative and service-related issues. It does not examine or change the findings of a medical panel report or the outcome of an Appeals Commission decision that considered the report. It is not an appeal, a review, or a reconsideration of a medical panel report or Appeals Commission decision.

The Service Complaint Process cannot be used to raise concerns about:

  • Dissatisfaction with the result or outcome of a medical panel report
  • The fairness or results of a medical examination, procedural rulings of the Medical Panels Commissioner, or the medical findings of a medical panel
  • Allegations of bias, conflict of interest, or lack of independence by members of the medical panel

If your complaint is about your Appeals Commission decision, please review the processes here for more information.

If your complaint is about your experience with the medical professionals on a medical panel, please visit the website here for more information.

If your complaint is about the Workers’ Compensation Board, please visit the website here for more information.

Complaints that do not fall within the scope of the Service Complaint Process may be dismissed by the Chief Administrative Officer.

Service Standards

We are committed to providing a fair, client-focused experience in keeping with our values of respect, service, integrity and accountability. 

Clients and stakeholders can expect us to:

  • Understand their needs
  • Provide user-friendly information and resources
  • Guide them through our processes
  • Create a safe and respectful place to be heard
  • Provide timely service

Complaints Process

A complaint can be submitted by anyone who interacts with the MPP.

A service complaint means that you are dissatisfied with how you were treated or how services were delivered, not with the medical panel report or decision that was made.

Service complaints may relate to things the MPP did or did not do during your interactions with us, including administrative or communication issues.

Examples of Service Complaints

Service complaints may relate to:

  • Whether the service environment was professional, safe, and respectful
  • Clarity of information or communication
  • Timeliness of responses
  • Other aspects of your service experience with the MPP

Our complaint process is designed to respond to service concerns in a fair, timely and transparent way.

If you submit a service complaint while you are still waiting for a decision or other outcome, the complaint may not be investigated until the decision or matter is complete.

This ensures that ongoing decision‑making remains impartial, fair, and independent. Appeals commissioners named in a complaint will not be notified while a matter is ongoing and will not be assigned to matters involving you until the complaint is resolved.

How to Submit a Complaint

To submit a service complaint, please send the details by email to AC.Service@gov.ab.ca, attention Chief Administrative Officer, with the subject “Service Complaint”.

Your complaint will not be made public.

What Happens Next?

Once we receive your complaint, we will confirm receipt by letter or email.

Depending on the complaint, we may change this process as needed. If we change the complaint process, we will let you know.

In most cases, the Chief Administrative Officer will first review the complaint and determine if the complaint is service-related. If not, you will be directed to the appropriate complaint or review process.

If the complaint is service-related, the Chief Administrative Officer assigns the complaint to the appropriate MPP representative for a response.

Once assigned, the MPP representative will review your complaint, and:

  • Request additional information, if needed
  • Meet with relevant staff or individuals, if appropriate
  • Respond within 30 days (or advise you if more time is required)
  • Assess the complaint against the Service Standards and the Medical Panels Program’s values

Once the review is completed, the MPP representative will:

  • Accept your complaint, or
  • Dismiss your complaint

You will receive written reasons for accepting or dismissing the complaint and any related findings and follow-up actions planned or taken.

If a service complaint is supported, we may take corrective action related to service delivery.

If you are unhappy with the response to your complaint, you can contact the Alberta Ombudsman.

Continuous Improvement

We are committed to continuous improvement. Service complaints may be used to improve training, services, policies, and procedures.