Complaints Process

WorkSafe is committed to improving its service. As part of our commitment, we actively encourage feedback from stakeholders who are dissatisfied with the service they have received from either us or anyone acting on our behalf (for example our WorkSafe Agents, independent medical examiners, Occupational Rehabilitation Providers, Plant Licence Assessors etc).

Our complaints processes reaffirm our commitment to our corporate values of being constructive, accountable, transparent, effective and caring. All complaints are investigated thoroughly in accordance with the principles of natural justice.

How to make a complaint

To lodge a complaint directly with us, you can call, write or email us.

If we can't solve your issue straight away, we will collect all the information from you and keep you informed of our progress.

If you are unsure about what to do, or need assistance or advice, contact our Advisory Service.

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Claim-related or Workplace Injury Insurance complaints

Often the quickest and easiest way to fix the problem is with your Agent or self insurer directly. However you are also welcome to lodge complaints directly with us.

To lodge a complaint directly with us, you can call, write or email us.

If we can't solve your issue straight away, we will collect all the information from you and keep you informed of our progress.

 

More Information:
For more information about how WorkSafe handles complaints about a claim
•download and view the complaints policy
•view the factsheet + complaints form How To Make a Complaint

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Complaints About Privacy

If you believe information about you has been handled other than in accordance with the
Victorian privacy laws, you can make a complaint to:

  • WorkSafe Privacy Officer
  • The Privacy Officer of the Authorised Agent Managing your Claim

If your privacy complaint relates to the handling of information about you by an Authorised Agent, contact the Privacy Officer at the relevant Agent - view agent contact details.

You can also complain to:

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Complaints About Accessing Information From WorkSafe

If you have requested information from WorkSafe and you are not happy with the way your request is being handled, you should contact your WorkSafe Agent in the first instance if you know that the request has been referred to the Agent to process. If you are still unhappy, or you are not sure who is dealing with your request, you can call, write or email us.

  • Phone - call us on freecall 1800 136 089 or (03) 9641 1444
  • Email - foi@worksafe.vic.gov.au
  • Mail - write to us or complete our complaints form and post to FOI & Privacy Unit, 222 Exhibition Street, Melbourne 3000

There are different processes in place for handling complaints about a decision in relation to your request for information.

If you have made a request under the Accident Compensation Act and you disagree with the Agent's decision, you need to lodge a Request for Conciliation with the Accident Compensation Conciliation Service.

If you have made a request under the Freedom of Information Act, you must ask the FOI Review Officer at the above address to reconsider the decision. If you are still unhappy, for a review of the decision you can apply to the Victorian Civil and Administrative Tribunal.

More Information:
If you are a worker seeking access to your own WorkSafe claim information, see access to information.
• download and view the Access to information Fact Sheet
If you need assistance to lodge a complaint, contact our Advisory Service.

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Independent Medical Examiner or Occupational Rehabilitation Provider complaints

You need to lodge your complaint directly with us either by email or in writing

If you need assistance to lodge a complaint, contact our Advisory Service.

 

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Complaints about WorkSafe staff

You need to lodge your complaint directly with us either by

If you need assistance to lodge a complaint, contact our Advisory Service.

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Complaints about a WorkSafe or claims decision

There are different processes in place for handling complaints about a decision.

If you disagree with the decision on a WorkSafe claim, you need to lodge a Request for Conciliation with the Accident Compensation Conciliation Service.

If you disagree with the decision made by a WorkSafe Inspector you need to complete an application for review of Inspector's decision.

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WorkSafe Victoria Feedback

To clarify any matter in an Entry Report or associated Notices or Directions contact the issuing Inspector whose name and contact details appear at the top of the Entry Report

To comment about any aspect of how an inspection was conducted, contact WorkSafe's Field Operation Manager on telephone 03 9485 4578 or by writing to WorkSafe Training Centre PO Box 181, Preston 3072

To provide any feedback about WorkSafe activities or the legislation it administers, either write to: Executive Director WorkSafe Victoria, GPO Box 4306, Melbourne Victoria 3001 or email: executivedirector@worksafe.vic.gov.au

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Whistleblower Protection Act Complaints

Allegations of improper or corrupt conduct by WorkSafe or its staff entitle a complainant to the protection of the Whistleblower Protection Act 2001 (Vic). If you would like to make a confidential complaint under WorkSafe’s Whistleblower Protection Procedures you can contact:The Protected Disclosure Officer

Marlo Baragwanath
General Counsel
Corporate Legal Services
Phone:- (03) 9641 1027

or any of the WorkSafe’s other Protected Disclosure Officers.
For their contact details, see the publication WorkSafe’s Whistleblower's Protection Procedures

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