The Service Level Standards (SLS) set out WorkCover’s minimum expectations in relation to provider performance and service delivery. They are a common feature in all of WorkCover’s arrangements with appointed providers. The SLS are part of the terms of our contract with providers. Full details of the SLS and contract terms are included in the Invitation to Offer.
Compliance with the SLS and performance generally will be monitored by the provider’s relationship manager. They will provide feedback to providers. In the event of any breaches to the SLS and contract, the relationship manager will discuss this with the provider. Such a breach would be considered and addressed on a case-by-case basis.
The provider will also be expected to provide feedback to their relationship manager about referral and case management quality.