We handle complaints about employers and providers, and some complaints about insurers, within the:
- NSW Compulsory Third Party Scheme
- NSW Workers Compensation Scheme
- Home Building Compensation Scheme.
You can tell us if you need help when you complain. You can also ask a family member, friend or advocate to complain for you.
To complain:
- phone us on 13 74 72
- go to our website at www.sira.nsw.gov.au/contact-us
- email us at contact@sira.nsw.gov.au
- write to us at State Insurance Regulatory Authority, Locked Bag 2906, Lisarow NSW 2252.
What you can complain to us about
You can complain to us about:
- your employer’s workers compensation responsibilities
- a service from your health care provider (if a workers compensation or Compulsory Third Party (CTP) insurer paid for it)
- an insurer’s services (if you are an employer or contacting us about home building compensation).
What we cannot help with and where else you can get help
We cannot handle complaints about your insurer’s service if they are about a workplace injury or a motor crash. You will need to contact the Independent Review Office instead.
We also cannot help with disputes between you and your workers compensation or CTP insurer. You can ask your insurer to review their decision, or you can contact the Personal Injury Commission. You may also want to ask a solicitor for help.
If you are not sure if we can help, please contact us. If your complaint is outside our role, we’ll tell you and help you find the right organisation.
What we do after you complain
We will:
- tell you we received your complaint (within 2 business days)
- we will tell you if we can handle it (usually within 5 business days)
- give you information and/or look into your complaint
- complete your complaint (usually within 20 business days, unless we need more time to look into it).
If you believe our decision about your complaint is wrong, you can ask us to review it. But you must explain why you believe it was wrong.
More information
Please read our Complaint Handling Policy for more information about how we handle complaints. It tells you what we can and cannot do about complaints about the schemes we regulate and our services.
Updated 17 September 2026