Tips and Advice

The WorkCover Ombudsman can receive a complaint by telephone, in person, letter, email or by complaint form. Whatever method is chosen, it is essential that you attempt to give a clear picture of all of the circumstances and issues relevant to your complaint.

The WorkCover Ombudsman will need your contact details, including a daytime telephone number. If you have a workers compensation claim number from your agency or organisation, this should also be provided.

The complaint form is a document designed to help you make your complaint. Whether you choose to use the form or not, please attempt to set out as clearly and concisely as you can, the matters about which you are complaining. The following information should be included in your complaint:

• your name, address, telephone and fax numbers, and an email address if available;
• whether you are complaining on behalf of someone else
• the name of the agency, organisation or person you are making a complaint about;
• a summary of the decision or conduct about which you wish to make a complaint;
• the date on which the decision or conduct occurred;
• the action you have taken to try and resolve the matter;
• the result or outcome you are seeking; and
• copies of relevant documentation you have.

Before you approach the WorkCover Ombudsman, you should contact the agency or organisation concerned to genuinely try and resolve the complaint. WorkCoverSA, Employers Mutual Limited and Self-Insured Employers should have their own internal complaint handling processes and be able to provide you with specific guidance about how to raise your complaint. In fact, most agencies and organisations welcome complaints being brought to their attention because it helps them to identify areas where they may need to improve their services.