Complaints we can investigate

The WorkCover Ombudsman is able to receive and investigate complaints from workers, employers and other interested parties about administrative acts under the Act, including issues associated with rehabilitation and return to work.  The WorkCover Ombudsman seeks to resolve those complaints expeditiously.

The administrative acts you may seek to complain about may relate to the way services are offered or delivered in connection with the management of your claim or rehabilitation.  

Some examples of complaints we have investigated are:

• communication problems with case managers;
• delays in reimbursing costs incurred by workers;
• rehabilitation and return to work plans not in place;
• imposition of levy penalties;
• workers not being provided with suitable employment;
• delays in receiving weekly payments; and
• documents not being released to workers.

When your complaint is received we assess the information you have provided. Firstly, we will determine whether your complaint is within the WorkCover Ombudsman’s jurisdiction. Secondly, we will determine whether to investigate or not to investigate. Some of the specific matters that need to be taken into account include whether the complaint should be dealt with under another Act, whether the complaint justifies an investigation and whether or not the complainant has taken reasonable steps to resolve the complaint through an established complaints handling process.

If the matter is something the WorkCover Ombudsman can investigate the agency or organisation will be provided with the details of the complaint and asked to respond and provide other documents relevant to the issues raised. Once this stage has been reached, the available information will be assessed, and you will be contacted for your views and comments.