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Our service commitments

COVID-19 impacts on service delivery

Face-to-face support is a key element of our overall service commitment. Unfortunately, the current COVID-19 pandemic has impacted how we can deliver our services within the Return to Work scheme.

Due to current social distancing guidelines, we are unable to provide some face-to-face services. This is only a temporary measure and we are looking at other ways we can communicate to ensure we continue to deliver a high standard of service during this time.

Our service standards outline what you can expect when you engage with us and our claims agents.

Self-insured employers, and providers engaged by either us, our claims agents or a self-insured employer also need to meet these service standards. Contact the relevant self-insurer or provider for information on how they will meet these service standards.

These standards encourage positive relationships between us, our claims agents, workers and employers. They acknowledge that we all need to work together to achieve the best outcomes, especially by adopting early intervention and return to work support.

If you do not believe our service standards have been met you can raise the issue directly with the person or agency.

For more information on each of our service standards, click on one of the images below.

Service commitment 1 - Recovery and return to work

Service commitment 2 - Early and timely assistance

Service commitment 3 - Maintaining relationships

Recovery and return to work obligations

Recovery and return to work obligations

Recovery and return to work obligations

Recovery and return to work obligations

Recovery and return to work obligations

Recovery and return to work obligations

Recovery and return to work obligations