Workers compensation workplace rehabilitation provider approval framework
This framework sets out the requirements for organisations delivering or seeking to deliver workplace rehabilitation services within the NSW Workers Compensation Scheme.
Chapters
Chapters
7. Part 7 Complaints handling
Complaints by a workplace rehabilitation provider
If a provider has a complaint regarding a worker's recovery at work, this should be raised with the insurer managing the claim.
If the provider is not satisfied with the insurer outcome, or where the matter is not related to an individual claim, the matter may be raised with SIRA on 13 10 50 or by email at [email protected]
Complaints about a workplace rehabilitation provider
A complaint about a workplace rehabilitation provider can be made by calling SIRA on 13 10 50 or by email to [email protected]
On receipt of a complaint, SIRA may (where appropriate):
- obtain the complainant's consent to raise their complaint with the provider and other relevant parties
- request the provider to review the complaint in line with the provider's complaint management and dispute resolution processes
- provide a response
- advise the insurer
- obtain relevant information from involved parties
- review the complaint and responses provided and determine the full details of the complaint
- evaluate the complaint against the workplace rehabilitation provider approval framework
- determine the appropriate action and advise all the parties.
If a complainant's consent is not obtained, then no further action can be taken about that complaint.
However, the complaint will be recorded against the provider on SIRA's internal complaints register, which is reviewed regularly for themes and emerging trends.
Complaints and complaints management are considered by SIRA as part of its evaluation of a provider's conformance with the conditions of approval.
Complaints about SIRA
If you think we have done something wrong, let us know. Complaints are an important way for us to be accountable for our activities and can help identify ways for us to improve our processes and the quality of our services. We are committed to providing a fair, timely and professional response to people who make a complaint.
If you are not satisfied with our response to your complaint, contact the person you have been dealing with and request a review. Your complaint will then be escalated internally to an appropriate person for review and response.
If you are still not satisfied, you may wish to contact:
Director, Health Policy, Prevention and Supervision
State Insurance Regulatory Authority
Locked Bag 2906
Lisarow NSW 2252
Email: [email protected]
OR
NSW Ombudsman
Level 24
580 George Street
Sydney NSW 2000
Phone: (02) 9286 1000
Toll free: 1800 451 524 (Australia wide)
Web: www.ombo.nsw.gov.au