As part of WorkCover WA’s commitment to continuous improvement, we have reviewed our framework for handling complaints against scheme participants. The review focused on how to increase the visibility and accessibility of our complaint handling framework for those wishing to make a complaint about a participant within the Western Australian workers’ compensation scheme.

WorkCover WA investigates complaints received about insurers, rehabilitation providers, self-insurers, employers and other participants within the Western Australian workers’ compensation scheme. These matters may involve potential breaches of the legislation, performance issues with service providers, or mediation to prevent matters escalating to Conciliation and Arbitration Services.

The launch of the new complaint form and process will better enable people to make complaints against scheme participants and provides for a transparent and formalised procedure to manage them.