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Complaints and Enquiries

Complaints and enquiries

WIRO helps injured workers solve disputes with insurers by contacting the insurer directly. We can identify issues that are able to be solved before they escalate and the worker requires legal representation. This means the cost and delay of taking the claim through a formal process may be avoided, workers receive entitlements sooner, and the issues are settled for the insurer and the employer.

We can provide general advice about entitlements and obligations as well as the changes to the workers compensation scheme. Where disputes cannot be solved, we can help injured workers seek free, independent legal advice.

If you are concerned about a work capacity decision and wish to seek procedural review you need not complain but should visit our 'Concerned about a work capacity decision?' page and complete the approved form to seek procedural review.

What information do we need?

To fast track your issue, we need:

  • your claim number
  • your contact details
  • detailed information about your complaint.

How it works

WIRO investigates complaints fairly by listening to both sides of the story and reviewing the facts and circumstances. In most cases, we will solve the issue through negotiation, mediation or simply clearing up confusion with the (interpretation of the) legislation. You can see our Enquiry and Complaint Handling Protocol here.

How long does it take?

We aim to resolve complaints within 30 days however 50% are resolved within 7 days and 78% within 15 days.

Anonymous complaints

WIRO cannot take anonymous complaints – unfortunately if we don’t know your details, we can’t help you. We do treat your personal information with the utmost respect and use it only with the insurer to get to the bottom of the issue quickly.

Contact us

You can submit a complaint or enquiry online or call us on 13 9476 if you have any questions – we’re here to help.