Improvement at icare

We are actively engaged in a program to improve icare's operations, performance, culture, risk and governance, to ensure better outcomes for our customers, our people and our schemes.

A message from the CEO, Richard Harding

Reviews of icare have highlighted several areas that need improvement and we are taking action to address these through a comprehensive program of reform and remediation.

This work focusses on three key areas: improving risk and governance to meet community and regulatory expectations; improving performance, particularly getting injured workers back to work sooner and reducing internal costs; and driving an accountable culture.

We are determined to learn from the past and to emerge stronger for the changes that we're making, helping us care for the people of NSW, building confidence and trust so our communities can thrive.

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icare's Improvement Program | External reviews and recommendations | Independent assurance | Improvement information | Improvement news

icare's Improvement Program

Many major initiatives have already been undertaken. But we're not stopping there. Our multi-year improvement program will create organisation-wide, lasting change that will strengthen our schemes for the future, and deliver better results for the people and businesses we serve.

Our improvement program focuses on three key areas:

Risk and governance


We’re building capacity around our risk, governance and accountability practice. We're improving our management governance through a new leadership structure and clearer accountabilities for scheme performance.

Risk and compliance

We're embedding new frameworks, committees, oversight and systems that will strengthen our risk and compliances practices.

Procurement practices

We're improving our procurement practices through an icare-wide change program that will strengthen compliance, transparency, frameworks and procedures.


Performance of the Nominal Insurer

We're improving the way we collect, use and store data; improving our claims service model to give employers more choice; and helping injured workers get back to work sooner.

Listening to customers

We're actively listening to our customers and bringing their voices into our decision-making processes.

Financial sustainability

We're improving our return to work rates, and changing the way we work across our schemes to reduce internal costs.

Culture and accountability


We're creating a cultural roadmap to build a truly accountable culture that will inform every action we take as an organisation and as individual employees.

Remuneration and performance

We're improving our remuneration and performance management frameworks with specific focus on transparency, accountability and reporting.

External reviews and recommendations

Recent reviews of icare have provided a range of recommendations for improvement.

We have accepted all recommendations and the work of our Improvement Program will address those changes icare can implement. Some recommendations are for other parties to address, such as the NSW Government.

McDougall Review

This independent review was commissioned by the NSW Government in August 2020.

icare's submissions


Independent review of Comensura commercial arrangements: April 2021

The McDougall Report: April 2021

What we said

Governance, Accountability and Culture Review

The independent review by PWC of icare governance, accountability and culture (GAC Review) was commissioned by the icare Board and provided for consideration to the McDougall Review and provided to the State Insurance Regulatory Authority (SIRA).


The Report: February 2021

What we said

Independent assurance

In November 2021, icare announced the selection of Promontory Australia as Independent Assurer on the progress of its Improvement Program. Promontory reports will be published here.

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