WORKING YOUR WAY

WorkCover Queensland is a statutory authority providing tailored workers’ compensation insurance solutions to over 150,000 Queensland businesses since 1997. A self-funded, statutory authority, WorkCover strives to maintain Australia’s lowest average premium rate by continuously investing in efficient online customer services, experienced in-house claims management capability and sustainable premium and return to work outcomes for employers and injured workers.

WorkCover maintains one of Australia’s best return to work rates by partnering closely with its customers, unions, industry associations, medical and allied health providers.

We are passionate about striking the right balance between keeping premium costs low for employers and providing injured workers with access to specialist rehabilitation and return to work services.

Working in partnership with our legal, medical and return to work services panels, we will continue to ensure the sustainability of our workers‘ compensation scheme and champion a focus on injury prevention by empowering employers and workers.

WHAT WE’RE HERE FOR

WorkCover partners with various government agencies to give Queensland businesses and the broader community efficient access to specialist advice on safety, rehabilitation, return to work and workers‘ compensation matters.

WORKING TOGETHER

WorkCover Queensland

Provides and manages workers’ compensation insurance for the employers and workers of Queensland.

Office of Industrial Relations

Minister for Employment and

Industrial RelationsDevelops workers’ compensation and

workplace health and safety legislation.

Workplace Health and Safety Queensland

Enforces workplace health and safety laws and educates stakeholders on their legal obligations.

The Workers’ Compensation Regulator (the Regulator)

The Workers‘ Compensation Regulator regulates the Queensland workers‘ compensation scheme, including self insurers, and is a facilitator of legal and medical resolutions, educator and promoter of the scheme on behalf of all stakeholders.

The Electrical Safety Office

Develops and enforces legislative and compliance standards to improve electrical safety.

’I tried to focus on the positives,

the things I could do and not focus on the things I couldn’t do.’

– Mark Ferguson

Mark Ferguson, Crane Operator (left) and Richard Ballard, Business Manager – Mackay, Walter Wright Cranes.

Our vision To be the best workers’ compensation insurer, providing a customer experience that delivers excellent return to work outcomes for workers at the lowest cost for Queensland businesses.

Our values Excellence To deliver outcomes that are highly valued by our customers

Integrity To always do the right thing

Responsiveness To provide an experience that meets the individual needs of

Respect To be considerate of the rights and dignity of everyone

Our goals » Be financially viable, balancing injured worker and employer needs.

» Be an innovative insurer that puts the customer first.

» Be an organisation of committed, creative people with strong leadership.

VISION, VALUES AND GOALS

our customers

CUSTOMER COMMITMENTWe are committed to providing exceptional service and engaging with our customers and stakeholders. Our values of excellence, integrity, responsiveness and respect are fundamental to everything we do.UNDERSTANDING YOUR INDUSTRYEach industry in Queensland presents unique challenges and opportunities for preventing workplace injuries, providing suitable rehabilitation services and achieving positive return to work outcomes.

Our experienced customer advisors know their industries. With an in-depth understanding of job requirements, we work in partnership with employers, injured workers and medical and allied health providers to proactively identify the most appropriate rehabilitation and suitable duties to achieve a quick and safe return to work.

We also draw on our experience advising leading safety conscious employers to help industries achieve better injury prevention and management outcomes.

CUSTOMER SERVICE EXCELLENCEMaking it easy for you to do business with us and giving you excellent customer service is important.

We strive to meet your expectations by:

» answering your queries when you call us

» listening first, then responding in a timely way

» communicating openly and in plain language you can understand

» giving you access to communication channels that match your needs

» being fair and impartial in all our interactions.

‘WorkCover helped me get through the worst

14 months of my life.‘– Ethan Trigger

Ethan Trigger, Queensland Police Officer with Caroline Thomas, Customer

Advisor, WorkCover Queensland.

‘It was the best

feeling going back on site; back in the

real world.‘– Glenn Webster

Pictured left to right: Carole Drouin, Customer Advisor, WorkCover Queensland; Glenn Webster, carpenter; Shane Ham, Lend Lease Injury Management Advisor – QLD/NT and Mark Taylor, Site Manager.

RECOVERING FROM INJURY

A work-related injury can be a difficult and emotional experience. We‘re here to achieve appropriate return to work outcomes by encouraging workers, employers and medical and allied health providers to work in close partnership with each other. We demonstrate this commitment by:

» communicating regularly with all parties, including treating medical and allied health providers

» identifying and facilitating necessary rehabilitation

» facilitating early, safe and appropriate return to work outcomes

» advocating health and wellbeing initiatives to reduce the volume and severity of injuries.

Some injured workers are unable to return to work with their pre-injury employer, for a variety of reasons. The Recover at Work (RAW) program proactively connects motivated injured workers with temporary host employers who have a track record of successful return to work outcomes with their own workers.

Launched in 2014, the RAW program is delivering significant commercial benefits to employers by maximising the productivity of skilled workers and retaining critical skills and experience within their industries.

Workers also benefit by developing new career skills, enjoying improved work fitness and minimising disruption to their work and family life.

Host employers directly benefit from the services of motivated, skilled workers at no cost. From an industry perspective, host employers can also make a positive contribution to their industry’s claims experience by enabling an earlier return to work outcome.

MAKING A DIFFERENCE

CLINTON BENSON’S STORYClinton was lucky to survive after a serious accident on a major construction project left him with severe crush injuries to his head and upper body. WorkCover Queensland‘s RAW Program assisted Clinton to rehabilitate and return to work with a new employer following his injury.

To watch Clinton Benson’s journey, visit worksafe.qld.gov.au/forms-and-resources/films

‘Participating in Recover at Work sends a positive message to our workforce that we actively care for our

injured workers.’– Michael Keenan

Clinton Benson (left), Recover at Work Participant with Michael Keenan, HSE Manager, Specialised Concrete Pumping.

WORKING WITH OUR CUSTOMERS

STAY AT WORK PAYS OFF FOR CV SERVICES CV Services Group and WorkCover are working together to identify and deliver tailor-made safety solutions to reduce workplace injuries and allocate suitable duties to improve return to work outcomes.

To watch CV Services Group’s safety innovations, visit worksafe.qld.gov.au/forms-and-resources/films

Getting a worker back to work as soon as possible after an injury is the best outcome for the worker, their employer and the wider community. We help achieve this by working in partnership with our customers, unions, industry associations and medical and allied health providers.

Our experienced customer advisors manage the relationship between the injured worker, employer and medical and allied health providers to ensure each claim is supported by high quality rehabilitation and return to work services.

By working together and balancing the needs of our customers, we’re maintaining one of Australia’s best return to work rates.

We strive to maintain Australia’s lowest average premium rate by continuously investing in efficient online customer services, streamlined in-house claims management capability and sustainable premium and return to work outcomes for employers and injured workers.

‘Jennie never gave up and always offered

alternatives to support me in my recovery.‘

– Melissa Laing

Melissa Laing (right) Cabanda Care Assistant in Nursing and Recover at Work participant

with Jennie Dean, WorkCover Customer Advisor.

’The Worker Assist app makes it easier to follow

the progress of an injured worker’s recovery.’

– Donna Ryan

Donna Ryan (left) WHS & Rehab Coordinator, St Vincent’s Care Services Brisbane and Julie Croker, WorkCover Queensland Customer Advisor.

Over 140,000 Queensland employers use our innovative online services to declare their wages, forecast and pay premiums, set up payment plans, track compensation claims and track performance against industry data.These quick and easy to use services also help employers to benchmark their performance against their industry to encourage continuous improvement in the area of workplace injury prevention and management.

Our Worker Assist app for injured workers is an Australian first and supports them through the lifecycle of their claim. Using their smart phones, tablet or desktop devices, injured workers can access real-time information on claim expenses, upcoming appointments and payment timeframes at any time.

We have also streamlined invoice payment timeframes for medical and allied health providers by introducing an online Business to Business (B2B) payment service. Providers can now send their invoices, receive disbursements and view invoice history online through WorkCover’s online services.

EFFICIENT ONLINE SERVICES

The economic cost of workplace injuries for WorkCover Queensland’s 150,000 employers is significant. Giving customers the flexibility to use our efficient online services and to speak directly with our experienced customer advisors is critical to adding value to the customer service experience.

Our in-house claims management expertise delivers tangible commercial benefits to employers including:

» End to end claims management from premium payment through to claim assessment and management, and return to work.

» Dedicated customer advisors working with employers to optimise claim outcomes and reduce premium costs.

» Tailored return to work and rehabilitation strategies to help injured workers get back to work as quickly and safely as possible.

» Access to expert medical, allied health and legal panels to ensure coordinated management of rehabilitation and legal matters.

EXPERIENCED IN-HOUSE CLAIM MANAGEMENT

Reanna Miller (left) WorkCover Customer Advisor with Lauren

Youngberry, Occupational Therapist, Advantage Injury

Management Services.

To successfully care for our customers, we must support our highly engaged, professional people. By equipping our people with the skills, knowledge, resources and support to consistently deliver customer service excellence, WorkCover is well positioned to achieve our goal of being the best workers’ compensation insurer in Australia.

Our workforce comprises a diverse range of professional backgrounds from fields such as insurance, physiotherapy, occupational therapy, law and customer services. Our people benefit from targeted training which ensures their skills are constantly updated.

They love working with Queensland employers and helping injured workers during what can be a difficult time, to get their lives back on track.

We will continue to help our people deliver the best possible services by providing a supportive, flexible work environment that recognises their professional and personal development.

EMPOWERING OUR PEOPLE

Your feedback helps us to continually improve your customer service experiences. You can provide your feedback by:

» Calling us on 1300 362 128

» Visiting worksafe.qld.gov.au/contact-us to provide feedback online.

We are committed to protecting the privacy of all our customers and we take all reasonable precautions to protect the information you provide us.

The Information Privacy Act 2009 governs how we collect, store, use and disclose your personal information. You can feel confident your details are safe with us.

YOUR FEEDBACK AND PRIVACY

The external environment in which we operate is constantly changing – legislative, political, economic, technical and social advancements impact our business and those of our customers daily. Our culture of continuous improvement will underpin our vision to excel in workers’ compensation insurance by providing appropriate return to work outcomes for injured workers at the lowest possible cost to employers.

As a customer-focused insurer we strive for customer service excellence by enhancing our innovative online solutions and delivering the practical advice and support our stakeholders need.

Visit our website worksafe.qld.gov.au or call us on 1300 362 128 for advice on all your workers’ compensation matters.

THE FUTURE

Our guiding philosophy is simple – provide the right

balance of appropriate rehabilitation and return to work outcomes for workers and sustainable premiums

for employers.

worksafe.qld.gov.au