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Complaints and enquiries

WIRO is taking steps to maintain our services during the COVID-19 pandemic.

System limitations mean it is more difficult for WIRO staff to receive telephone calls when working away from our office. 

Injured workers

If you are an injured worker and you have a complaint or enquiry about your insurer, the best way to contact us through our online form.  

If you are unable to complete the form, you can also email us at complaints@wiro.nsw.gov.au.

If you are unable to email us or complete our online form, you can leave a message on our contact number 13 WIRO/13 9476.  We will respond to your enquiry within 2 business days.

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 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 and workers receive entitlements sooner.

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 work capacity decisions and the relevant review process.

What information does WIRO need?

Please note that WIRO does not field anon​ymous complaints and enquiries.

To deal with your issue promptly please provide:

  • your claim number
  • your contact details
  • detailed information about your concerns about how the insurer is handling your claim.

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.