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Worker assist frequently asked questions

Registering

  • How do I register for worker assist?
  • What do I need to register?
    • To create your worker assist account you will need:
      * Your email address (this will be your username)
      * Your claim number
      * Your claimant account number. This is your unique account number printed on your remittance for identification purposes, and can be found on one of your WorkCover Queensland remittance notices.
      * A remittance or payment advice reference number. This is a unique reference number printed on your remittance for identification purposes, and can be found on one of your WorkCover Queensland remittance notices.
      * Your contacts details
      * A password
      * Select a secret question and provide an answer (this will be used if you forget your password)
    • Once you have registered, you will be taken to your worker assist homepage, and you will receive an email from WorkCover confirming your registration was successful. 
  • I have more than one claim. Do I need to register for each one?
    • No. You can only have one worker assist account. This account will show information for all claims linked to your account.
  • What will I have access to once I am registered for worker assist?
    • You will have access to any payment information, appointments, remittances and details of your claim. You can view, download or print your remittance notices. You will also have access to change your preferences on how you wish to be notified when a new remittance notice is available.

Availability and support

  • Will support be available?
    • 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. Alternatively you can send us a fax on 1300 651 387, or email us at info@workcoverqld.com.au (note that you are unable to send attachments to this email address).
  • How do I change my password?
    • You will need to login to worker assist and go to the 'my profile' page by clicking on the 'my profile' tab, located at the top right corner of the screen. Once there go to the 'change password' section, and complete the required information.

      To change your password you will need to confirm your current password and then enter your new password. Once completed, click the 'update' button.

      Providing the change is successful, message 'your details have been updated' will be displayed. The next time you log in you must use your new password.
  • I have forgotten my password. What do I do?
    • Go to the worker assist login page and click on 'forgot your password?'. You will be asked to provide your username and email address. A new password will be emailed to you.
  • I have forgotten my user name. What do I do?
    • Please 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. Alternatively you can send us a fax on 1300 651 387, or email us at info@workcoverqld.com.au (note that you are unable to send attachments to this email address).

Remittances and claim information

  • I have registered for worker assist and I have stopped receiving remittances. Why is this?
    • When you register with worker assist, if you have already provided us with your EFT details, you will stop receiving paper remittance notices from us. These notices will be available for you to view, download or print through worker assist.
  • How do I print or save a remittance?
    • You can view all your remittance notices for claim reimbursements made by us through Worker assist. To view, log into Worker assist and go to the 'remittances page' by clicking on the 'remittances' tab. Remittances are displayed in descending date order, i.e. your latest remittance is displayed first. To print a hard copy, we recommend 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 the data using your preferred tool, such as Microsoft Excel or Microsoft Access.
  • How do I know when there is a new remittance available for viewing?
    • When you register for worker assist, if you have already provided us with your EFT details, you will be asked to choose how you want to be notified when a new remittance is available. To record your choice, from the worker assist homepage, click on 'My profile' and select to either receive an email notification, or to have a copy of the remittance emailed to you. In addition to email, if you have already provide us with your mobile phone number, you will also have the option to select to be notified of a new remittance payment by SMS.
  • I have received money into my account. How do I know which claim or remittance this money belongs to?
    • Go to your 'remittance' page and you will see a unique reference number for each remittance notice. This reference number will also appear on your bank statements.
  • 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 the money has not appeared in your bank account after this time, please call us on 1300 362 128. Make sure your have the remittance's reference number ready.
  • I want to change my bank account details, how can I do this?
    • Simply call us on 1300 362 128 and we can take these details over the phone. Alternatively you can email your bank name, BSB, account number, account type, and the name of the account to info@workcoverqld.com.au (note that you are unable to send attachments to this email address).
  • Will I continue to receive paper remittances while I have access to remittances online?
    • If you have already provided us with your EFT details you will no longer receive paper remittances. You will only continue to receive paper remittance if you currently receive payment by cheque.
  • How do I let the ATO know if I am receiving payments from WorkCover and my employer once I start suitable duties back at work?
    • When you commence suitable duties, you may be paid by both WorkCover and your employer. The ATO generally requires that you only claim the tax-free threshold from one payer at the same time. You would normally claim it from the payer who usually pays the highest salary or wage (this is known as the primary source of income). If you earn additional income (e.g. from a second job or on suitable duties with WorkCover), you are required to advise your second payer to withhold the tax at the higher 'no tax-free threshold' rate. If your second payer does not withhold a higher rate of tax, this may lead to a tax debt at the end of the financial year. If you need to send WorkCover an updated TFN declaration, you can do so by uploading to Worker Assist.
Last updated
08 September 2016

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