Our commitment to the scheme

This section contains information on our role within the workers’ compensation and injury management scheme and our commitment to stakeholder engagement, customer feedback and disability access and inclusion.

Our role, purpose & values
Our role
WorkCover WA’s role is to lead a contemporary, healthy and integrated workers’ compensation scheme that is fair, accessible and cost effective for all participants.

WorkCover WA achieves this through the effective regulation and administration of the Workers’ Compensation and Injury Management Act 1981 (the Act), resolution of disputes, provision of quality policy advice to government and maintenance of excellent stakeholder relationships. The functions and powers of WorkCover WA are outlined in Section 100 and 101 of the Act respectively.

To ensure the State’s workers’ compensation and injury management scheme operates effectively for the people of Western Australia, WorkCover WA:

  • provides information and education on all aspects of the scheme
  • promotes the injury management and vocational rehabilitation of injured workers to help them successfully return to work
  • undertakes research and provides statistics in the areas of rehabilitation, injury prevention and noise induced hearing loss
  • monitors employers to ensure they are insured for workers’ compensation to their full liability  in accordance with the Act
  • regulates and monitors the performance of service providers (eg. insurers, self insurers, approved vocational rehabilitation providers and registered agents) to ensure they deliver an appropriate standard of service to workers and employers
  • ensures all workers employed in a prescribed noisy workplace have hearing tests
  • provides Conciliation and Arbitration Services to resolve disputed workers’ compensation matters
  • registers agreements where parties agree to settle a claim for compensation or determination of the level of a worker’s impairment prior to civil action.

Funding

WorkCover WA is funded through an annual levy on insurers approved to underwrite workers’ compensation insurance in Western Australia, and on approved self-insurers.

Legislation administered

WorkCover WA administers a number of related workers’ compensation and injury management legislation and rules.

For legislation administered by WorkCover WA, see the Legislation and rules page.

Our purpose
Our purpose is to lead a contemporary, sustainable and integrated workers’ compensation scheme that is fair, accessible and cost effective for all participants, through:

  • providing advice and guidance on workers’ injury management and return to work practices
  • active, responsive and transparent management of the scheme
  • focused information, education and compliance activities
  • fair and speedy dispute resolution
  • a strong service focus.
Our values
WorkCover WA values:

Service

  • We are clear about what we will deliver
  • We consider our scheme participants and their needs
  • We commit, act and deliver

Excellence

  • We are proactive, positive and flexible, and act strategically
  • We recognise that change is constant and that it can bring opportunity
  • We build on opportunities

Respect

  • We embrace diversity & individual differences
  • We seek to understand and recognise people’s interests and rights
  • We are fair and prompt in our actions and dealings with others

Integrity

  • We are trustworthy and accountable
  • We act in a consistent and impartial manner
  • We are transparent in our decision making

Collaboration

  • We work as a team
  • We value the contribution of others
  • We embrace a culture of open communication
Stakeholder engagement
WorkCover WA continues to maintain a strong emphasis on actively working with external stakeholders through consultation, feedback and collaboration. This focus allows us to improve the workers’ compensation system in ways that are meaningful and relevant to our stakeholders. We value the positive relationships we have with our stakeholders as these provide us with important feedback on the success of our various activities and functions and affords us the opportunity to make improvements such as:

  • increasing the quality of policies and practices
  • improving successful implementation of initiatives
  • increasing the chances of voluntary compliance, and
  • increasing the scope for partnerships.
Our stakeholders
Our key stakeholders include:

  • workers injured through a work related accident or disease
  • employers who are required by law to take out workers’ compensation insurance
  • the Western Australian Government
  • insurers/self-insurers and insurance brokers
  • vocational training, human resource and OSH (occupational health and safety) officers
  • approved vocational rehabilitation providers (AVRPs)
  • medical and allied health providers
  • legal practitioners and registered agents
  • unions and employer associations
  • the community.
Stakeholder Engagement Charter

The WorkCover WA approach to making engagement meaningful

The WorkCover WA Stakeholder Engagement Charter (the Charter) sets out the Agency’s commitment to engagement. It signals the intent to better listen, inform, consult and involve all stakeholders. The Charter sets out our engagement values, outlines when and in what circumstances engagement will occur, and how stakeholders can be involved.

WorkCover WA Stakeholder Engagement Charter (PDF – 226kb)

Customer feedback
Customers are encouraged to have their say on the services WorkCover WA provides by utilising the Customer First Feedback System.

Feedback from customers is the most immediate and effective way WorkCover WA can analyse public perception of its performance. The Customer First Feedback System forms part of WorkCover WA’s commitment to continuously improve services to customers and the community.

WorkCover WA’s Customer First Feedback System complies with the Australian/New Zealand Standard on Guidelines for complaint management in organisations (AS/NZS 10002:2014). It provides customers with an avenue to deliver positive or negative feedback about the Agency’s services, decisions, procedures, policies and facilities.

This feedback process increases WorkCover WA’s understanding of customer needs and expectations and identifies opportunities for organisational improvements. Customer feedback is reported regularly to the Agency’s Corporate Executive for discussion and trend identification.

Complaints against a scheme participant

Similarly, we would like to hear your concerns if you have a complaint against a scheme participant.

Disability access & inclusion

WorkCover WA is committed to facilitating the inclusion of people with disability by ensuring flexible access to our facilities and services and through ensuring our recruitment and selection processes and our organisational policies align with the needs and aspirations of people with disability.

The WorkCover WA Disability Access and Inclusion Plan 2022 – 2027 outlines a range of measures and activities to improve the accessibility of our services for stakeholders and community members with disability and similarly the prospects and wellbeing of our staff with disability.