Guidance, research and initiatives

Workers’ compensation information, advisory and support services

There are free, confidential and independent support services available to workers and employers navigating a workers’ compensation claim.  The grants for these support services continue to be administered by Workers’ Compensation Regulatory Services (WCRS).

Workers’ Psychological Support Service (WPSS) – 791 clients were successfully supported by the service through connecting them and their families with appropriate community support networks during the 2024-25 financial year. Quarters 2 and 4 saw referral numbers to the service reach an all-time high which was a 104% and 63% increase respectively in relation to the same time the previous year.

There were 578 referrals received during January to June 2025.  From January to March 2025, the service saw an increase of 33 per cent compared with the same period in 2024. The number of referrals received during April to June 2025 represented a 63% increase compared with the same period last year.

Workers’ Compensation Information Advisory Service for Workers - 1,170 clients accessed this service during the 2024-25 financial year. The most common source of referrals to the service are from insurers, with the most common enquiries relating to applications for statutory compensation, followed closely by clients wanting advice in relation to seeking a review of insurer’s decisions on claims.

Workers’ Compensation Information Advisory Service for Employers - 242 employers accessed this service during the 2024-25 financial year. The most common enquiries received relate to employers seeking advice on how to respond to a workers’ compensation claim in addition to advice regarding the rehabilitation and return to work process. During this financial year, the service hosted webinars relating to injury prevention and management, including a focus on the Australasian Faculty of Occupational and Environmental Medicine’s (AFOEM) It Pays to Care as it relates to rehabilitation and return to work practices of employers.

Customer satisfaction survey pilot

WCRS is committed to ensuring that scheme participants who have needed to access our services, have a positive and supportive experience with us.

From 1 September 2025, we commenced a customer satisfaction survey pilot to provide valuable insight into a customer’s experience with us and to identify opportunities for continuous improvement.

For the initial 3-month pilot, a link to the survey will be distributed by email to workers, employers and any representatives following their engagement with:

• Tribunal Services’ staff and tribunal doctors for referrals that proceed to a medical assessment tribunal hearing
• Review Unit staff following the finalisation of an accepted application for review
• Appeals Unit staff following the finalisation of an appealed matter.

The surveys are tailored to adequately reflect the nature of work and encounters each customer will have when accessing our dispute resolution services.

Noting the sensitive nature of certain referral types (e.g. fatal injuries or terminal conditions), some matters may be out of scope.