If you had an accident on or after 1 December 2017 your personal injury claim is covered by the Motor Accident Injuries Act 2017.
If an insurer has assessed your claim and you disagree with their decision, you can request they conduct an Insurer Internal Review (IIR). Ask your insurer how to do this.
If you still disagree with an insurer’s decision after they have completed their IIR, you may apply to SIRA’s Dispute Resolution Service (DRS) to assist you reaching a resolution or independent determination of your dispute.
Learn about what DRS does and the disputes it can assist with.
Lodging a dispute application with DRS to resolve a dispute
Time limits may apply to lodging an application once the insurer's decision is made.
- Any injured person who is 18 years old and over, or anyone representing an injured person, can apply
- You can apply online using the SIRA DRS Portal, by email, over the phone or in person
- It is free to lodge a dispute application
- Insurers can also lodge dispute applications with DRS via the DRS Insurer Portal
- Lawyers can lodge dispute applications with DRS on behalf of injured people or insurers via the DRS Legal Portal
- Our online user protocol applies to all CTP disputes lodged with DRS.
Need help submitting your application?
If you have any questions, you can call DRS on 1800 34 77 88.
How to lodge a dispute application with DRS
The fastest way to lodge your dispute application is online, using the SIRA DRS Portal. If you use the Portal, DRS will receive your application immediately and you can follow the progress of your application and communicate with DRS within the Portal.
Learn more about the SIRA DRS Portal.
Who can lodge a DRS application to resolve a dispute
The fastest way to lodge your application is online using the SIRA Dispute Resolution Services portal. The portal also allows you to follow the progress of your application through to completion.
- Login/Register an account with Service NSW
- Link your Service NSW account with SIRA.
- Complete the DRS application providing as much detail about your dispute as possible, including when the decision of the insurer was made, what parts of the decision you disagree with, and what you would like the decision to be.
- Upload any documents you want to rely on, such as the original decision.
Click here to watch an instructional video on preparing to lodge a dispute application.
By email, post or in person
- Download the DRS application form (pdf)
- Complete the form and attach your supporting documentation. If you need more space to list extra documents on your form, use this extra document information form. Continue the numbering and attach it to your application.
- Lodge it with DRS
- By email: email@example.com
- By post: Level 19, 1 Oxford St, Sydney; DX10 SYDNEY
- In person: Level 19, 1 Oxford St, Sydney – 8:30am to 5pm Monday to Friday (except public holidays).
What happens next
Once you've completed and lodged your DRS application:
- Confirmation of receipt and the reply: A notification with instructions about what needs to happen next will be sent to you (or your representative) and the insurer to acknowledge that DRS has received your dispute application. The notification will also give the responding party an opportunity to provide a reply.
- View the status of your application: If you are using the portal, you can log in to view the status of your application.
- Requesting information: DRS will contact you (or your representative) and the insurer and may request additional information. You will have a single point of contact from DRS throughout the dispute resolution process. You will be given their contact details and a reference number for your application.
- Resolution: DRS will assist you (or your representative) and the insurer to mutually resolve the dispute where possible.
- Determination: If a resolution can’t be reached, an independent DRS decision maker will be appointed to make a decision about the issue in dispute. You will be notified of the decision via the Portal (if you are using it), email or post.
- Next Steps: If you do not agree with the DRS decision there may be different options to challenge the decision. These will vary depending on the nature of the decision. For further help call CTP Assist or discuss with your lawyer. The Law Society of NSW can help.