We appreciate having an opportunity to review our service as part of our mission to provide genuine care at all times.

If your feedback is relating to your experience with the claims process or how we’ve assisted you, please visit our Feedback page.

To raise any concerns over a claims decision, refer to the information below.

Your rights

If you disagree with a decision you can:

• Request a review of the decision (as part of our internal Dispute Resolution process, a senior staff member not involved in the original decision will conduct a review)
• Register your complaint with Independent Review Office (IRO).
• Obtain advice from a union or lawyer
• Refer the matter to the Personal Injury Commission

IRO provides an independent complaints solution service for workers who are unhappy with a decision made by their insurer. IRO also provides funding for legal advice. For more information or to make a complaint, call IRO on 13 9IRO/13 9476 or visit www.iro.nsw.gov.au.