This guide provides general education and does not diagnose a condition or replace individual medical or physiotherapy assessment.
Start by making the problem specific
Write down the decision or delay you are concerned about, the date it occurred and what outcome you need. Ask the insurer for its reasons in writing and keep copies of certificates, treatment requests, payment calculations and correspondence.
- Claim number and insurer
- The decision, delay or missed payment
- Dates and people contacted
- Documents already supplied
- The outcome you are asking for
Contact the Independent Review Office
The Independent Review Office, or IRO, handles enquiries and complaints about NSW workers compensation insurers. This can include insurer conduct affecting weekly payments, medical treatment, liability decisions or delays. IRO can be contacted through its online form or on 13 94 76.
When legal advice may be available
The Independent Legal Assistance and Review Service, or ILARS, can fund eligible injured workers to obtain free independent legal advice for workers compensation disputes. An IRO-approved lawyer applies for funding. ILARS does not fund legal assistance for CTP insurer disputes.
Do not ignore time limits
Some review and dispute processes have time limits. Contact IRO or an appropriately qualified lawyer promptly if an insurer decision affects payments, treatment or another entitlement and you do not understand the next step.
What the clinic can help with
The clinic can explain the physiotherapy assessment, treatment plan, functional findings and documents it submitted. It cannot determine legal entitlement or overturn an insurer decision.
Official links
Read the source for this topic.
Each link below opens the specific government or scheme page used for this guide.
Raby & Gledswood Hills