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Workers compensation regulation bulletin - Issue 77 (November 2019)

New customer service conduct principles for insurers

The Customer Service Conduct Principles for CTP, workers and home building compensation insurers, are now available on our website.

The State Insurance Regulatory Authority developed the Customer Service Conduct Principles to ensure policy holders and people who experience injury and loss are provided with fair, timely, respectful and appropriate services, and the opportunity to provide feedback on the services they receive.

SIRA will work with insurers about the most effective approach for inclusion of the conduct principles into insurer licence conditions.

The principles were finalised following a period of public consultation in July and August 2019. You can read the non-confidential submissions and a summary on our website. A ministerial media release was also issued.

Compliance team in the suburbs

Our compliance officers will be visiting south western Sydney businesses next week to make sure employers are meeting their workers compensation obligations.

The officers will visit Burwood from 26 November and Campsie from 2 December to check and ensure employers are doing the right thing by their workers.

Our Compliance Advisory Visits Program also provides employers with information, guidance and advice on workers compensation matters. Non-compliant employers are given seven days to comply before inspectors check again.

Compliance monitoring is one of our responsibilities as regulator of the workers compensation, motor accidents CTP and home building compensation schemes in NSW.

Have your say: Regulatory requirements for healthcare arrangements in the NSW workers compensation and CTP schemes

There's only a week left to comment on SIRA's review of healthcare arrangements in the NSW workers compensation and CTP schemes.  

We encourage you to provide feedback and participate in the consultation with a submission before it closes on Friday 29 November at 11.59 pm.

The consultation, EY report and consultation questions can be accessed on our website.