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Common law experience project overview

Project overview

WorkCover Queensland and the University of Queensland worked together on a project to better understand people’s experiences of their involvement in the common law process, in order to generate possibilities and alternatives that might improve those experiences in the future.

Background

WorkCover has a vision to make a positive difference to people’s lives: improving our customers’ experience and achieving the best possible outcomes for workers and employers. When we looked at the recent Australian research that explored the experience of people who have gone through a compensation claim process, we found that people have a highly variable experience with some people experiencing difficulties with different aspects of the claim process.

Bringing this research into our focus as an organisation with a corporate goal to improve the experience for our customers, we engaged University of Queensland and established this partnership to find new and innovative ways to engage with stakeholders to improve the experience and achieve better outcomes for Queensland workers and employers.

The study

This study aimed to better understand people’s experiences during a common law claim to improve the experience and outcomes for our customers.

We held workshops and interviews with customers and stakeholders including injured workers, employers, unions, industry associations and lawyers. We then developed and tested new ideas based on this customer and stakeholder feedback to improve the experience for people involved in common law claims.

Research partners


 
  
 
 
Last updated
25 October 2018

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