Disputes and complaints

The establishment of the Personal Injury Commission and Independent Review Office has resulted in changes to the handling of dispute matters and complaints about insurers from 1 March 2021.

The Personal Injury Commission is a single tribunal that manages disputes about claim outcomes in both the workers compensation and CTP Insurance Schemes. All claim disputes previously managed by SIRA’s Dispute Resolution Services or CTP Assist are now being managed by the Personal Injury Commission.

The Independent Review Office (previously know as the Workers Compensation Independent Review Office or WIRO) receives complaints, from claimants and their representatives, about the conduct of insurers during the claims process in both the workers compensation and CTP schemes. CTP complaints were previously managed by SIRA's CTP Assist service.

CTP Assist will continue to resolve complaints about policies/premiums in the CTP scheme, resolve complaints from service providers in the scheme, and provide general information and support for injured people in relation to CTP claims.