Online claims: Frequently asked questions for workers
General
- What are online claims?
An online claim is a workers' compensation claim submitted by a worker using myWorkSafe, or responded to by an employer using myWorkSafe.
- What is myWorkSafe?
myWorkSafe is our online self-service tool that lets you manage WorkSafe services for yourself or an organisation, including:
- applying for, renewing and managing licences
- submitting and managing claims
- submitting a general enquiry
- Why should I submit a claim online?
Submitting a claim online helps make the claims process quicker and easier.
It also means:
- faster submission through a mobile device or computer
- greater visibility of claims status
- more streamlined processing using electronic document sharing and signatures
- receiving digital reminders and notifications
- Can I submit my claim on a mobile device?
Yes, you can submit your claim via myWorkSafe using a smartphone, tablet, or computer.
- How do I submit my claim if I don’t have access to a computer?
You can submit your claim using a paper Worker's Injury Claim Form. This form is available at any Australia Post location. Online claims can be submitted via any device, including smartphones and tablets.
- What happens if I submit a claim using the paper form?
You can still choose to submit a claim using the paper form. This form is available at any Australia Post location. You must submit the paper claim form to your employer. Your employer does have the option to complete your claim online. By doing this, you won’t be able to track the status of the claim via myWorkSafe, instead you'll receive direct contact from your employers WorkSafe agent.
- Are the questions in the paper form the same as the online form?
No, some of the questions have been moved, edited or added to provide an improved experience for injured workers and employers. However, both forms collect the same information. The new online claim form is a formally recognised and approved version of the Worker’s Injury Claim Form. It's considered a digital version of the paper form.
- Is the online claim form available in different languages?
No, the online claim form is only available in English. If you require a translator, you can speak to WorkSafe with an interpreter by calling 131 450 and ask for your language. This service is available Monday to Friday from 7:30am to 6:30pm.
Submitting an online claim
- I need help setting up a myWorkSafe personal account, who do I contact?
For information on how to set up a myWorkSafe personal account, see How to create a myWorkSafe account.
How to create a myWorkSafe account
For any further questions about myWorkSafe registration or account access, you can call WorkSafe Advisory on 1800 136 089 – available from 7:30AM to 6:30PM, Monday to Friday.
- I have just been injured at work and found the online claim form. My employer hasn't promoted this as an option and I haven't heard of it before, can I use it?
If you work for an organisation that is not self-insured, you can submit a claim online. However, if you work for an organisation that is self-insured (for example, Coles Limited, Woolworths or Wesfarmers), you’ll need to lodge your claim directly with your employer and not through WorkSafe. If you are unsure if your employer is self-insured, you can check our list of current self-insurers webpage.
Once you submit your claim through WorkSafe, your employer will receive an email with a link to more information on how they can complete their parts of the claim online. Make sure you enter the correct employer details because your claim will be sent to this employer.
If your employer hasn't registered for online claims, you may need to provide the contact details of your employer's return to work representative. We will send an email to the person whose details you provide when you submit your claim. Your employer will then need to complete their parts of the claim online.
- Will I get an email confirmation once my claim is submitted?
Yes, you will receive a confirmation email once you submit your claim. You will not receive an email when your employer has lodged it with the agent, but you are able to check the progress of your claim by logging in to myWorkSafe.
- Does submitting my claim online impact whether the claim will be accepted?
No, submitting a claim online won't impact the claim’s eligibility or the decision-making process. The timeframe for determining a claim outcome remain the same regardless of how the claim form is submitted.
- What happens to my claim once I submit the online claim form?
Your employer will receive a notification of your claim from myWorkSafe. They then complete their parts of the claim form and forward it and any supporting documentation to the WorkSafe agent. Once your claim has been assessed you will receive a claim number. You can check the progress of your claim by logging in to myWorkSafe.
- Can I delegate an authorised contact to complete the online form and act on my behalf?
No, the online claim form currently doesn't have the ability to capture an authorised contact. If you can't complete an online claim form or need a third party to act on your behalf, speak to your employer or your WorkSafe agent. You can choose to complete the online claim form with another person's support, but be aware that the claim form requires personal and health information relating to your identity and the nature of your claimed injury.
- When answering the question ‘What are your average weekly hours?’ in ‘Step 5. Treatment’, I receive an error message that I cannot exceed 50 hours, even though I have entered the correct number of hours.
To complete this step, you must enter whole numbers without a decimal point and under 50. Rounding this number up or down will not impact your claim submission.
Managing an online claim
- How do I check the status of my online claim?
To check the status of your claim, you will need to log in to myWorkSafe. Once you log in, you can check the status of your claim in the 'Reminders and updates' section.
- Can I view previous claims in myWorkSafe?
You will only be able to view claims you have submitted online.
- I've submitted my claim online but I haven't received a response. Where can I find current information about my claim?
You can check the status of your claim via your myWorkSafe inbox. If you haven't received an email, please check your email junk folder which may contain email notifications relating to your claim.
- What happens if my employer doesn’t complete my online claim?
If your employer does not complete their parts of the online claim form within the required timeframes, your claim will be automatically forwarded to the WorkSafe agent who will work with your employer to ensure your claim is assessed as a priority.
Further support
- Can I reply to emails in myWorkSafe?
No, you can't reply to emails in myWorkSafe. If you have any questions relating to your claim, contact your employer or your employer's WorkSafe agent.
If you have any questions relating to your account access, contact WorkSafe Advisory on 1800 136 089 Monday to Friday (07:30am – 6:30pm Monday to Friday) or via a digital enquiry.
- What is a WorkSafe agent, and how do I find out who my agent is?
Workers' compensation claims are managed by authorised companies on behalf of WorkSafe. For a complete list of WorkSafe agents and their contact details see WorkSafe agent contact details.
- Who do I contact if I need help creating a myWorkSafe account?
If you have any questions relating to myWorkSafe registration or your account access, contact WorkSafe advisory on 1800 136 089 (07:30am – 6:30pm Monday to Friday) or submit a digital enquiry.
- Who do I contact if I have questions about how to complete the online form?
If you have any questions relating to your claim, contact your employer or your employer's WorkSafe agent.
Translated information
If you would like support from an interpreter, you can contact us using the Translating and Interpreting Service (TIS National). If you are deaf or find it hard hearing or speaking with people who use a phone, you can contact us using the National Relay Service.
WorkSafe Advisory
WorkSafe's advisory service is available between 7:30am and 6:30pm Monday to Friday. If you need more support, you can also contact WorkSafe using the Translating and Interpreting Service (TIS National) or the National Relay Service.
