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Complaints and enquiries

Contact us 

You can make a complaint by using the online form or by calling us on 13 9476.

You can make enquiries by completing the Ask a question form or you can call us on 13 9476.

We are here to help.

How can we help?

If you want to know more about the types of complaints WIRO solves, read our WIRO Case Studies which are available here and reported in the WIRO Solutions Brief.

When do I contact WIRO?

You can contact WIRO if you have a complaint about an insurer that affects your entitlements, rights or obligations under NSW workers’ compensation legislation.

This includes complaints about weekly benefits, medical treatment, denials of liability and delays in determining claims.

WIRO can also investigate instances of insurers not complying with the SIRA guidelines for claiming workers compensation, found below.

WIRO helps injured workers resolve disputes with insurers by contacting the insurer directly. We can identify issues that are able to be resolved 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 resolved for the insurer and the employer.

We can also provide general advice about entitlements and insurers’ obligations as well as general information about the workers compensation scheme and any changes to it.

WIRO will also answer any questions a worker may have about the work capacity decision review process.

What information does WIRO need?

To deal with your issue promptly please provide:

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

How our service 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 or simply clearing up confusion with the interpretation of the legislation.

You can see our Enquiry and Complaint Handling Protocol below.