WorkCover Queensland research initiatives

WorkCover's customers are at the heart of everything we do. We aim to develop a comprehensive understanding of our customers' end-to-end experiences.

To do this, we engage in ongoing research initiatives to continue to improve customer experience and claim outcomes.

Customer feedback is key to our success

WorkCover Queensland is committed to putting the customer at the heart of everything we do. To do this we must understand our customers more deeply, deliver the experiences they value and provide them with tailored, innovative solutions. Conducting regular research allows us to gather timely insights that can inform our decisions and help us to continuously improve and make a positive difference to peoples' lives. Read more.

Psychological injury claim research

Expanding on our core customer feedback framework, WorkCover Queensland is conducting targeted research with workers who have recently experienced a psychological injury claim. This research is conducted following a claim being closed and aims to better understand the lived experience of the claims process from workers, including what supported their recovery and return to work, and where improvements can be made. Participation is voluntary and conducted via a short online survey. The research has been designed with appropriate safeguards, including clear consent processes and an escalation pathway to respond to any participant distress. Insights will be used to identify practical improvement opportunities and to inform the design of future feedback and engagement approaches.

Future state research

WorkCover is undertaking research with members of the community to develop a deeper understanding about their experience with WorkCover and explore what an improved future state could look like, through a series of in-depth interviews with workers, employers, and providers.

Provider research

WorkCover Queensland is conducting research with providers to better understand their experiences interacting with WorkCover Queensland. This research will involve providers sharing their feedback and suggestions for improvement via a short online survey. The insights captured will help us improve how we interact with providers in the future.

Webinar research

WorkCover Queensland is conducting research to obtain feedback from those who have recently attended one or more of our online webinars. This research will help us improve our webinar content and delivery so that we can better contribute to the professional learning and development of employers.