Complaints and enquiries

In the first instance, all enquiries and complaints from employers or your broker should be directed to your insurer.

There is a difference between a complaint and a dispute. A dispute arises when there is a disagreement with an insurer’s decision on a claim.

A separate, independent pathway exists for both employers and workers to express how they feel about a situation or seek guidance.

General queries or complaints about a claim should first be raised with your insurer. If dissatisfied with their response, contact can be made with icare on 13 99 22 or via email to wiclaimsenquiries@icare.nsw.gov.au.

There are proposed changes to support for unresolved complaints and enquiries to take effect from early 2019.