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Provider online frequently asked questions

General information

  • How do I register?
    • In order to access the provider online service, you are required to create a login account.

      Click on the link, 'Not registered for online services? Click here' on the login page. This takes you to the 'register for provider online' screen that allows you to enter your details and create a new user account. Once your account has been created, use your user name and password to login.
  • What details do I need to register?
    • your ABN
    • your provider account number
    • a valid remittance advice reference number (this is the unique reference number printed on your remittance for identification purposes) and can be found in the Reference No field on one of your recent WorkCover Queensland remittance notices
    • a preferred username and password, you will use this to login each time
    • a secret question and answer (this is used if you forget your password)
    • your contact details.
  • What if I can't register?
    • Please call WorkCover Queensland on 1300 362 128 between 8am and 5:30pm, Monday to Friday and we will assist you in registering for this service. If you call outside these hours, you can leave a message and we will respond to you within one business day.

      You can also contact us by fax on 1300 651 387 or email info@workcoverqld.com.au (note that you are unable to send attachments to this email address).
  • How do I change my password?
    • Once you login to provider online, you can change your password.

      To do this, click on 'My profile' at the top right corner of the screen. In the 'Change password' section, enter your current password and your new password. You will also be asked to confirm your new password. Click 'Update' to confirm your change.

      The message 'Your details have been updated' will be displayed. Next time you log in you must use your new password
  • I have forgotten my user name, what do I do?
    • If you can't remember your user name for the provider online service please call us on 1300 362 128 between 8 am and 5:30 pm, Monday to Friday and we will assist you. If you call outside these hours, you can leave a message and we will respond to you within one business day.

      You can also contact us by fax on 1300 651 387 or email info@workcoverqld.com.au (note that you are unable to send attachments to this email address).
  • When can I use this service?
    • You can use the provider online service from 6am until 7pm, Sunday to Friday.
  • Is there someone I can contact for support?
    • Yes. You can call us on 1300 362 128 between 8 am and 5:30 pm, Monday to Friday. If you call outside these hours, you can leave a message and we will respond to you within one business day.

      You can also contact us by fax on 1300 651 387 or email to info@workcoverqld.com.au (note that you are unable to send attachments to this email address).

The following applies to remittance and invoice enquiry users only 

  • How do I print or save a remittance?
    • You can view online all your remittances that have been processed by us. To get to your remittances, click on the Remittances tab once you have logged in to provider online. Remittances are displayed in descending chronological order, i.e. your latest remittance is displayed first. To print a hard copy, we recommended you use the View/Print icon to create a PDF—you can then print the file or save as an electronic copy.

      You can also save a copy of the remittance data as a comma separated value (csv) file. You can then analyse using your preferred tool, such as Microsoft Excel or Microsoft Access.
  • How do I view an invoice?
    • You can view all the invoices you have submitted to us for payment. You will be able to see if an item has been paid or is pending payment. If the item has been paid you can also see the corresponding remittance.

      To view the invoice, click on the invoice number displayed in the remittance view or navigate directly to an invoice via the invoice tab.
  • What parameters can I search by:
    • invoice number—enter the invoice number exactly as you submitted it to us. All the service items for that invoice will display
    • claim number—enter the claim number. If only one invoice exists then all the service items for that invoice will display. If there are two or more invoices relating to the same claim, then a list of invoices will display for you to select and view
    • service date—this search will display invoices where at least one service item on the invoice has a matching service date. If only one invoice exists then all the service items for that invoice will display. If there are two or more invoices, then a list will display and you can select and view.
  • I have sent in my invoice but haven't received payment yet. How long should I expect to wait for payment?
    • Please allow approximately 15 business days for the payment to be processed. If it is still not appearing on your invoice page as either paid or pending, please call us on 1300 362 128.

      If the invoice shows the payment as pending, then the invoice has been processed and it is awaiting further action to pay it.
  • My payment has been pending for a while now. When can I expect payment?
    • All payments require a final check and approval from the claim's owner before being paid and will appear as Pending. If it is approved the payment will be authorised and will appear as Paid on your remittance.  If the payment is not approved it will be cancelled, and you will be notified by WorkCover. If your payment has been pending for longer than 15 business days, please call us on 1300 362 128.
  • I have received money into my account. How do I know which remittance this money belongs to?
    • On your remittance page there is a unique reference number for each remittance that we pay you. This reference number also appears on your bank statement.
  • How long does it take for the money to transfer into my account after the remittance is posted online?
    • Please allow 24-48 hours for funds to transfer electronically.

      If your money still hasn't appeared in your account, confirm that the remittance has been posted and call us on 1300 362 128. Please have the remittance's reference number ready.
  • Why haven't I been paid the complete amount for the invoice?
    • Check the original invoice, as there may be items still pending payment.
  • Why haven't I been paid the full amount for the service I charged for?
    • You may have charged over the maximum fee that WorkCover will pay. Check for comments on the remittance, such as 'maximum fee payable/scheduled'. You should also check the original invoice for the amount charged.

      If you still feel you have been underpaid for a service, call us on 1300 362 128.
  • I want to change my bank account details, how can I do this?
    • Call us on 1300 362 128 or email info@workcoverqld.com.au with your bank name, BSB, account number, account type, and the name of the account (note that you are unable to send attachments to this email address).

IME referrals frequently asked questions

  • How do I receive a new IME referral?
    • All new IME referrals will be sent via the Provider Online Inbox and they will also appear in Appointments/Referrals in Provider Online.
  • Why are there two places I can see the referral?
    • The Inbox is where we will notify you that an IME referral including relevant claim documentation has been sent to you for an upcoming IME appointment. Appointments/Referrals is a list of all IME referral appointments you have received. 
  • Why don't I see Inbox or Appointments/Referrals tab?
    • This is because your user account doesn't have the required access.  Please call your relationship manager so they can enable access for you.
  • How do I get to the referral detail on a particular claim?
    • By selecting the orange launch icon, this will take you to the referral detail on a claim. You can launch from the Inbox or Appointments/Referrals.
  • Why can I see an IME referral but no attachments?
    • This is because you can see the details of an upcoming appointment but not the claim documentation. Once the relevant documents have been sent you will receive notification of this in your Inbox.
  • What do I do with the claim documents once received?
    • You can view each individual attachment by selecting the paperclip icon or you can download all attachments in a zip file.
  • Where is the IME letter?
    • The IME letter is the first attachment listed in the attachments section of the claim details page. 
  • How do I finalise the referral and send the report back to WorkCover?
    • In the Referral Detail screen click on the 'Finalise' tab.  You need to upload the IME report in this screen.
      Once you have uploaded the report click the 'Finalise' button.
  • Why can't I finalise the IME referral?
    • If you have already finalised the IME referral, you cannot finalise it again. The claim also needs to be in an Accepted status in order to finalise it.
  • Can I upload an invoice in the finalise screen?
    • No. You can key in the invoice in the Invoice screen or you can upload an invoice via our online services or through the Send screen if you have access to it. 
  • Can I fax or post the report?
    • No. Part of the IME tender standards and conditions is that you work electronically with us and utilise our online services.  To finalise the referral a report must be uploaded as part of the finalisation.

Last updated
29 June 2015

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