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Complaints by workers

Section 27A of the Workplace Injury Management and Workers Compensation Act 1998 empowers WIRO with the function of dealing with complaints about “any act or omission (including any decision or failure to decide) of an insurer that affects the entitlements, rights or obligations of the worker under the Workers Compensation Acts.”

Complaints by injured workers are managed by the Solutions Group at WIRO. The Solutions Group deals with a complaint by contacting the insurer to confirm the matters raised by the injured worker. WIRO also asks insurers for supporting documents. For example, WIRO will ask for copies of correspondence sent by the insurer or other internal documents. It is a condition of an insurer’s licence that the insurer comply with a request for the provision of information under Section 27B

Enquiry and Complaint Handling Protocol

WIRO has developed an enquiry and complaint handling protocol setting out the practices and procedures of the Solutions Group. A copy of the protocol is available here.

Solutions Brief

Each month, the Solutions Group publishes the Solutions Brief, a publication setting out data about the activities of the Solutions Group and a sample of matters WIRO has been able to resolve. All of of WIRO's Solutions Briefs are available here.

Meeting with WIRO

The Solutions Group regularly meets with insurers to discuss trends and issues across the workers compensation industry. We can also tailor specific reports relating to the function of individual insurers. If you are an insurer and you are interested in meeting with the Solutions Group, contact 13 9476 or email complaints@wiro.nsw.gov.au.