Make a complaint

The different ways to lodge a complaint.

Date last updated

Monday 03 Feb 2020

Direct complaint

You can make a complaint directly to WorkSafe about:

  • a WorkSafe staff member
  • an independent medical examiner (IME)
  • an occupational rehabilitation provider (OR)

To make a complaint:

If we can't solve your issue straight away we'll keep you up to date about its progress.

If you're not sure what to do, or need assistance or advice you can contact the WorkSafe Advisory Service.

Note: The best way to make a complaint about WorkCover insurance or a claim following a work-related injury or illness, is to contact your WorkSafe Agent.

Complaints about privacy

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

  • the WorkSafe Privacy Officer
  • the Privacy Officer of the authorised WorkSafe Agent managing your claim

If your complaint relates to actions or practices of other organisations, including your employer or a self-insurer, you should direct your complaint to that organisation.

You can also make a complaint to:

WorkSafe's compliance with the Victims' Charter

Complaints about WorkSafe's compliance with the Victims' Charter

If you have made a complaint to WorkSafe about a failure to follow the Victims' Charter and you are not happy with how WorkSafe has handled your complaint, you can contact the Victims' of Crime Commissioner on 1800 819 817 or online at www.victimsofcrimecommissioner.vic.gov.au.

Complaints about access to information requests

If your complaint relates to unreasonable delays or that a document doesn't exist or can't be located, please contact your Agent first and if unresolved the WorkSafe FOI Team. If your complaint relates to a self-insurer please contact them.

If it remains unresolved you can make a complaint to:

  • the Victorian Ombudsman in relation to ACA requests
  • the FOI Commissioner for requests under the FOI Act.

A complaint to the Commissioner must be made within 60 days after the date of the action or conduct complained of. The Commissioner may decide not to accept or to dismiss a complaint at any time.

Complaints about a WorkSafe or claims 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.

Alternate complaints avenue

If you are unsatisfied with a WorkSafe response and wish to pursue the matter further contact the Victorian Ombudsman; an independent officer who investigates complaints about state government departments, statutory authorities and local government.

You can call the Ombudsman on (03) 9613 6222 or toll free on 1800 806 314 (regional only) or online at: www.ombudsman.vic.gov.au.

WorkSafe feedback

To clarify any matter in an entry report or associated notices or directions contact the issuing inspector whose contact details appear at the end of the entry report.

To comment about any aspect of how an inspection was conducted, contact the inspector's senior management whose contact details appear at the end of the entry report.

To provide feedback in relation to WorkSafe activities or the legislation we administer, write to WorkSafe Advisory Service GPO Box 1306 Melbourne Victoria 3001 or via email [email protected].

Protected disclosures (formerly Whistle-blowers)

Under the Protected Disclosures Act 2012 which came into effect 1 February 2013, disclosures made to WorkSafe about improper conduct or detrimental action are no longer protected. If you wish to make a disclosure about Worksafe or an employee or officer of WorkSafe, and wish for that disclosure to be protected, you must make the disclosure to the Independent Broad-based Anti-corruption Commission (IBAC).

IBAC can be contacted:

In person:
IBAC
Level 1, North Tower, 459 Collins Street,
Melbourne, VIC 3001

By mail:
IBAC
GPO Box 24234,
Melbourne, VIC 3001

Phone: 1300 735 135
Fax: 03 8635 6444

More information