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Survey: Understanding customer experience in workers compensation and CTP – qualitative research

notice | 01/12/2020

The State Insurance Regulatory Authority (SIRA) is conducting qualitative research with selected claimants to better understand the customer experience and recovery of people who have made either a workers compensation or compulsory third party (CTP) insurance claim.

In June/July this year, 1778 claimants participated in a survey and around 80% agreed to be contacted again so that SIRA can monitor their experience and see if things have or haven’t changed.

The research will be used to monitor the performance of insurers and improve the outcomes for people in the workers compensation and CTP schemes.

SIRA has engaged the Social Research Centre (SRC https://www.srcentre.com.au/our-research/customer-experience-and-outcomes-study) to carry out this research. SRC is a fully accredited research company and its qualified interviewers will contact people who have made claims to invite them to participate in a survey.

How the qualitative research works

Between 30 November and 4 December 2020, SRC will contact  some people who made a workers compensation or CTP claim in 2019/2020 and who participated in a survey in June/July. They will send a text message to inform that a phone call will be made to invite them to participate in the discussion.  The researcher from SRC will then call the person to explain how the discussion will work and invite participation.

The discussions  will focus on the person’s experience claiming benefits in the schemes and their treatment and recovery.

The discussion will take one hour and will be conducted over the phone or via Zoom. A time will be made that suits the person between 7 December 2020 to 8 January 2021 (with a break over the public holidays).

Participation in this research is voluntary and a person can choose to opt-out at any time.

How the information will be used

SRC is collecting personal and health information on behalf of SIRA. The information will be used to understand and improve the performance of the workers compensation and CTP schemes.

At the end of the research, the person’s information will be deidentified before the research results are provided to SIRA. A person’s information will not be disclosed to any party unless required by law.

Further information about the handling of information is available on the SIRA website.

Further information

If you have a question about this survey, please contact:

SIRA CTP scheme: 1300 656 919 or ctpassist@sira.nsw.gov.au

SIRA workers compensation: 13 10 50 or contact@sira.nsw.gov.au

You can find more information about the Social Research Centre on their website.