Feedback and complaints: Workers Insurance claims

Let's talk about it.

General queries, feedback and complaints about a claim should first be raised with your Workers Compensation Claims Service Provider. You can contact them by using the details below.

A complaint can be made by a worker, or authorised representative (solicitor, union representative, spouse or other). An employer, or their authorised representative (solicitor, broker or other) may also make a complaint.

Phone: 13 77 22

Email:

Mail:
icare Claims Correspondence
Locked Bag 2099
North Ryde BC NSW 1670

If the complaint is about your employer or provider (i.e. treatment provider), you should contact the State Insurance Regulatory Authority (SIRA) on 13 10 50 or contact@sira.nsw.gov.au.

If you are requesting a review of the premium payable for your policy, please email premium.appeals@icare.nsw.gov.au.

Feedback and complaints form

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  • What help can I get to make a complaint?

    If you'd like to use an interpreter to speak to us or if you'd like any documents translated, you can call Associated Translators and Linguists on (02) 9231 3288.

  • When will you receive a response to a complaint?

    Your Workers Compensation Claims Service Provider should be able to respond to your concerns immediately or will aim to resolve your complaint within five business days.

    If unresolved and you choose to escalate the complaint to icare, we'll aim to provide you with the outcome within 21 business days. 

    You can also give anonymous feedback; however, we won't be able to tell you the outcome of any action we have taken.

  • Who should I contact if I’m still unhappy?

    Injured workers: Injured workers can contact the Independent Review Office (IRO) or icare to escalate a complaint, contact details below. If you feel your Workers Compensation Claims Service Provider or icare haven't sufficiently or fairly dealt with your complaint, and you are an injured worker, you can take your complaint to the Independent Review Office (IRO) at any time.

    Employers: Employers dissatisfied with their Workers Compensation Claims Service Provider's response may also contact the State Insurance Regulatory Authority (SIRA) or icare to escalate a complaint, contact details below.

    If you feel your Workers Compensation Claims Service Provider or icare haven't sufficiently or fairly dealt with your complaint, and you are an employer or other provider, you can take your complaint to the State Insurance Regulatory Authority (SIRA), contact details below.

    icare
    Independent Review Office (IRO)
    State Insurance Regulatory Authority
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