Do you have a complaint?

We recognise that even in the best organisations, things can sometimes go wrong. If you have a complaint about a service provider in the Western Australian workers compensation and injury management scheme, we would like to hear your concerns.

A service provider is one of the following:

  • Insurers and Self-insurers
  • Workplace Rehabilitation Providers
  • Approved Permanent Impairment Assessors.

You can complain to WorkCover WA about a service provider if you believe they have failed to meet the requirements of the relevant Principles and Standards of Practice (for Insurers, Self-insurers, and Workplace Rehabilitation Providers), or the Workers Compensation and Injury Management Act 2023. 

Exclusions

The following cannot be considered as a service provider complaint:

  • Disputes about the workers compensation claim process (i.e. liability to pay compensation, weekly payments, etc.). These can be raised through the Workers Compensation Conciliation Service.
  • Complaints about the clinical care, treatment or behaviour of a registered health practitioner. These are more appropriately directed to the Australian Health Practitioner Regulation Agency.
  • Complaints relating to health, disability or mental health services in Western Australia. These are more appropriately directed to the Health and Disability Services Complaints Office.
  • Complaints against the conduct of other scheme participants, including insurance brokers and lawyers.
  • Allegations of an employer not meeting their compliance obligations (i.e. failing to forward a workers compensation claim within the required period, failing to make payments, etc). These can be reported to WorkCover WA and dealt with as compliance matters.
  • Complaints about a service that is provided by WorkCover WA. These can be raised through our Customer First Feedback System.
To lodge a complaint

Before lodging a complaint with WorkCover WA, you must attempt to resolve the issue directly with the service provider through their internal complaints process. This is often the most efficient and effective way of resolving these issues.

If your issue remains unresolved after going through the service provider’s internal complaints process, you can make a service provider complaint to WorkCover WA. Make sure you clearly outline the issue(s) you are complaining about, and attach any relevant background information or documentation.

To submit your complaint, write to us or complete the Complaint Against a Service Provider Form and send it via:

If you are unable to submit your complaint in writing, contact our Advice and Assistance service on 1300 794 744 for further assistance.

Service provider complaints will be acknowledged within three working days, and you will be kept informed as the process progresses. Complaints will be handled objectively, fairly, and in a manner which meets the principles of natural justice.

Your privacy
Personal information you provide in connection with your complaint will be handled in accordance with applicable privacy laws and will be used for the purpose of investigating your complaint.

In some cases, to fully investigate your complaint, and to ensure that the complaint is handled fairly, we may need to disclose your information to the person or body you may have complained about.

If your complaint needs to be referred to another organisation for investigation, we will notify you. If you do not provide your personal contact details we may not be able to fully investigate your complaint.