Dispute Resolution Services: customer service charter

This customer service charter provides information specifically about the Dispute Resolution Services Division, what you can expect from us, what we need from you and how to contact us.

What the Dispute Resolution Service Division does

The Dispute Resolution Service is a division of the State Insurance Regulatory Authority delivering the services of the Medical Assessment Service and the Claims Assessment and Resolution Service.

The Dispute Resolution Service Division delivers the separate but complementary services of the Medical Assessment Service (MAS) which resolves certain medical disputes, and the Claims Assessment and Resolution Service (CARS) which assesses claims and resolves disputes that arise in connection with claims made under the NSW Government’s motor accident compensation (or Green Slip insurance) scheme.

Our objective is to provide independent, fair, timely and cost effective dispute resolution services to people injured in motor accidents and the Green Slip insurers against which they make a claim.

Before you come to the Dispute Resolution Service Division

Before you come to The Dispute Resolution Service Division you should have already tried to resolve your disagreement. If you haven’t succeeded you can obtain an application form from our website.

If you have a lawyer you should ask them about the dispute resolution process. Alternatively, the Claims Advisory Service (CAS) can provide you with general assistance, however they are unable to provide you with legal advice. You can contact CAS on 1300 656 919 or

If you feel you need a lawyer to represent you, make sure they have expertise handling motor accident claims. The Law Society of NSW can provide you with a list of personal injury accredited specialists in your area through their Community Referral Service. Call 02 9926 0300 or 1800 422 713 (if you live outside Sydney).

What you can expect from us

When an application is lodged with MAS or CARS we will assign a Case Manager to manage the dispute. They will provide you with accurate and up-to-date information that is clear and understandable. When your dispute is ready to be determined, we will appoint an independent Assessor to assess it. Our staff and our Assessors cannot give you medical or legal advice.

You can expect us to:

  • Identify ourselves when dealing with you
  • Treat you fairly
  • Be courteous, helpful and respectful of your individual needs
  • Respect your rights
  • Give prompt and responsive service
  • Help you understand the practices and procedures
  • Assess your dispute fairly and impartially
  • Assist you, where possible, to overcome any potential barriers to accessing our services, including language,distance, physical, hearing or visual
  • Respect your privacy and keep information confidential unless otherwise required by law
  • Follow through on commitments we make and ensure that our actions will be completed within an identified timeframe
  • Acknowledge and apologise if we get it wrong
  • Use your feedback to continuously review and improve our services.

Helping us to help you

When you contact us, please:

  • Have your details ready so we can identify you and direct your enquiry to the most appropriate person. If you have an identifying number (eg 2013/02/1234) it will help us assist you
  • Advise us of any change in your details
  • Advise us of any special needs you may have, such as language assistance, hearing or visual impairment, or mobility restrictions
  • Be patient and courteous with staff who are trying to assist you
  • Communicate directly with your lawyer if you have one and ensure that you keep them advised of any changes to your details.

Publishing your decision

Your feedback is important to us

Whether you are paying a compliment or making a suggestion your feedback is the key to improving our services.

To contact us

Dispute Resolution Service

Level 19, 1 Oxford StreetDarlinghurst NSW 2010

DX: DX 10 Sydney

Telephone: 1800 347 788



We are open from 8.30am to 5.00pm Monday to Friday (except public holidays).