The investigation followed an increase in recent years in the number of complaints to the Ombudsman’s office about the management of claim,  by agents and the impact this could have on workers receiving timely support.

WorkSafe accepts the Ombudsman's recommendations and is working with its Agents to ensure maintenance of high-quality service standards.

Many of the issues raised in the Ombudsman’s report have already been identified and addressed by WorkSafe or are in the process of being dealt with.

WorkSafe will continue to work with its agents to ensure the recommendations are implemented.

While managing millions of documents and around 56,000 active claims each year is never easy in a system like ours, WorkSafe recognises there is room for improvement.

Ultimately, we want to ensure our systems and record keeping within Agents does not get in the way of providing support for injured workers when they need it and delivering a cost-effective workers compensation system to Victorian employers.