Standard 24 - factual investigations
Factual investigations play an important role in the workers compensation scheme; however, they can erode worker trust and must therefore be used judiciously.
Factual investigations
Principle: Factual investigations will only be used when necessary and will always be undertaken in a fair and ethical manner.
Expectations | Benchmarks | |
---|---|---|
S24.1 | Insurers must only undertake factual investigations when required information cannot be obtained by another less intrusive means and insurers must clearly document the purpose for undertaking any factual investigation. | Evidence on claim file. |
S24.2 |
If the worker is requested to participate in a factual investigation, the insurer must advise the worker in writing and provide the following information:
| Complete advice provided to the worker at least five working days prior to the proposed factual interview. |