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ARTICLE · 28 MAY 2021

IRO complaints process: Regulating bad behaviour by insurers in NSW

Carroll & O'Dea
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The IRO investigates complaints by injured workers about an insurer's conduct in managing a workers compensation claim.

AustraliaEmployment and HR
Scott Dougall
Scott Dougall
Sabrina Bathgate
Sabrina Bathgate
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IRO's Solutions Group investigates and resolves complaints made by injured workers about an insurer's conduct or decision in managing a workers compensation claim.

The Solutions Group will endeavour to resolve complaints within 2 business days and does so by contacting the parties to clarify any confusion and assist with negotiating a solution.

Complaints which are considered frivolous, vexatious, historical or are those which relate to a close compensation claim will not be investigated.

IRO manages complaints in three stages:

  1. Preliminary Inquiries

Within 24 hours of receiving a complaint, the Solutions Group will contact the insurer for more information about the issue so as to determine an appropriate solution. The insurer will be requested to respond within 48 hours.

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