Feedback & Complaints Policy

Introduction

The Office of the WorkCover Ombudsman accepts that from time to time people with workers compensation claims or otherwise affected by the workers rehabilitation and compensation scheme may have concerns arising from contact or dealings with the office.

It is important that the best possible service be provided to people who seek assistance from the Office of the WorkCover Ombudsman. Your feedback is important in improving our service and raising your concerns is the first step in addressing them.

Your Rights

We believe that you have the right to:

• Request reasons for the exercise of any of the WorkCover Ombudsman's powers;
• Be informed about and provided with clear, up to date documentation on the nature of services that can be provided by the office;
• Be told what avenues are open to you to resolve any concern that you might have;
• Have your concerns heard in confidence and without fear of retribution;
• Have a support person attend with you at any meeting with office staff; and
• Pursue your concerns further if you are unhappy with the resolution.

Your Responsibilities

We are keen to improve our service and therefore request that you:

• Be clear about what it is you want considered or changed and ask for further information if this is needed;
• Ask for an interpreter or organise a support person if required to assist in your contact with the office;
• Not knowingly make false or misleading allegations.

What to do first

If you have regular contact with a staff member, we suggest raising your concerns with that person first. In talking about the issue together you may be able to resolve it.

What to do next

If you cannot resolve the issue with a staff member, you can make a formal complaint over the telephone, in writing or in person. You should address your written concerns to the WorkCover Ombudsman.

Information you will need to provide

It will help if you can state clearly:

• What the concern or complaint is about;
• Details of the decision or action you are concerned about;
• What you would like as an outcome;
• Any other information you believe the WorkCover Ombudsman does not have or has not fully considered.

What happens next

You will receive written acknowledgement within 7 working days that we have received your complaint. We will investigate the concerns raised and provide you with a written response within 21 days. If this is not possible, you will be contacted and advised of the progress of the matter.

Where else to go

If you would like to have somebody other than the WorkCover Ombudsman look into your complaint, then you may contact the State Ombudsman's Office, 50 Grenfell Street, Adelaide Ph (08) 8226 8699, Toll Free 1800 182 150, Fax (08) 8226 8602. The State Ombudsman's Office investigates complaints about state government agencies (including statutory officers), and local councils.

Your Feedback Is Important to Us

We welcome any feedback you may want to give about the service we provide. All feedback will help us to improve our services. We will maintain a record of all comments and complaints received so that we are able to identify and address any problem areas. Even if what you have to say is not in the nature of a complaint, please do not hesitate to pass on your comments to office staff or directly to the WorkCover Ombudsman. If a response is required, we will endeavour to provide one within 21 days. Click here if you want to complete a feedback form.