Workers compensation pathways for complaints and disputes

The NSW Government’s improved Workers Compensation dispute resolution system better supports injured workers.

The improved system is designed to simplify disputes and provide a better claimant experience by making it clearer and more consistent, so everyone gets the information and support they need to resolve issues early on.

Complaints Pathways from 1 March 2021

If you have been unable to resolve your issue with your Workers Compensation insurer directly in the first instance, there are new pathways you can take:

• Workers who have a workers compensation enquiry, or a complaint about the insurer, which they have been unable to resolve with the insurer in the first instance, please contact IRO
• Workers who have a complaint about their employer or a provider (e.g. treatment provider), which they have been unable to resolve with the insurer in the first instance, please contact SIRA
• Employers and other stakeholders who have an enquiry or a complaint related to workers compensation, please contact SIRA

Dispute Pathways from 1 March 2021

The Personal Injury Commission is now the central body for resolving all Workers Compensation disputes.

• Workers who choose to dispute a workers compensation insurer’s decision can get advice from their union, a lawyer or IRO.
• Workers who disagree with all or part of an insurer’s decision have the right to request a ‘review’. A worker can:
  • ask for a review by the insurer, or
  • lodge a dispute directly with the Personal Injury Commission

If you are still unsure who to speak with, please reach out to IRO for support

Call 13 94 76

Email: [email protected]