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Our complaints policy

ReturnToWorkSA is committed to ensuring it has a robust, consistent and simple complaint handling process to receive and manage complaints.

ReturnToWorkSA is responsible for regulating all Return to Work scheme participants, and responding to formal complaints is an important part of this function.

If you have a concern about whether the Corporation, its agents or providers have complied with the service standards in Schedule 5 of the Return to Work Act 2014 (the Act) you should raise your concern directly with the relevant business unit.

If you are not satisfied with the response received from the relevant business unit, you may then lodge a formal complaint with the complaints unit of ReturnToWorkSA.

ReturnToWorkSA will deal with complaints professionally, efficiently and impartially and according to Schedule 5 of the Return to Work Act 2014. We will treat complainants with courtesy and respect and maintain confidentiality at all times.

There are no charges for making a complaint.

If you believe our service standards have not been met you can raise the issue directly with the person or agency that your complaint refers to:

If the complaint relates to Contact
Claims agent Please contact the agent directly.
ReturnToWorkSA Contact us on 13 18 55, email complaints@rtwsa.com or complete our online complaints form.
Service provider Contact the provider.
Self-insured employer Self-insured employers are required to have processes to address and resolve a complaint. You should use these processes to lodge a complaint.

If you are not satisfied with the resolution of the matter by the person or agency you lodged the complaint with, you can lodge a complaint with ReturnToWorkSA's complaints unit.

If you are not satisfied with the resolution of the complaint by the ReturnToWorkSA complaints unit, once completed, you can refer the matter to the State Ombudsman for investigation.

How to contact ReturnToWorkSA’s complaints unit

Phone: 13 18 55, email: complaints@rtwsa.com or complete our online complaint form.

If you are deaf or have a hearing or speech impairment:

Contact us on 13 18 55 through the National Relay Service www.relayservice.com.au or email us at info@rtwsa.com

To contact us in a language other than English call the Interpreting and Translating Centre on 1800 280 203 and ask them to contact us on 13 18 55. This interpreting service is available at no cost to you

What to expect when a complaint is lodged

The agency that receives the complaint will:

  • work with you to address and resolve the problem
  • provide a response within 10 business days after receiving the complaint
  • advise you of the steps taken to address the issue and what to do if you want to lodge a complaint with ReturnToWorkSA's complaints unit if you are not satisfied with the resolution of the matter.

If the matter requires extended investigation, within 10 business days an interim response will be provided and you will be advised when a final response will be provided.

What to expect if a service standard has been breached

If a service standard has been breached, you may receive one or more of the following:

  • a written or verbal apology, or an explanation in writing
  • the opportunity to discuss in person your views on the services so that a resolution can be discussed
  • information either in writing or verbally about the status of the claim and entitlements, review rights under the Return to Work Act 2014, what services are available and any timeframes that apply in relation to a dispute.
  • if you have made a work injury claim, we will provide a copy of your file if you request it, in accordance with section 180 of the Return to Work Act 2014 or the Freedom of Information Act 1991
  • You can expect to be able to give feedback on any response given and have questions answered and requests responded to in an appropriate way.

Our commitment to our people

We are committed to providing a safe working environment for our staff. You can assist us to do this by:

  • treating our staff with courtesy and respect
  • being open and honest in your dealings with us
  • advising us when your personal details change
  • providing all the information you hold, or are aware of, to assist with queries and investigations.