Provider Connect FAQs
Why should I use Provider Connect?
There are many benefits to using Provider Connect. See the comparison table below.
|Invoice type||Submission method||Payment timeframe||Service advantages|
|Paper/ PDF invoice||Mail, fax, upload via Provider Connect portal or WorkCover Queensland website||7-10 days||Nil|
|Electronic - create invoice||Create/ send invoice via Provider Connect portal||48 hours||Short payment turnaround timeframe|
|CSV bulk send||Single CSV file upload||48 hours|
Short payment turnaround timeframe.
Easy to use multi-line CSV file with specific column data requirements.
Single file upload
|Business to Business (B2B)||Provider software integration direct to WorkCover Queensland invoicing system||Less than 48 hours|
Single touch handling
WorkCover/ Provider tailored solution tailored to suit provider requirements.
How do I access Provider Connect?
If you haven't billed WorkCover before, register as a provider and we will set you up with a Provider Connect account.
Once your account has been created, login using your username and password.
How do I change my password?
Once you login to Provider Connect, 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 username, what do I do?
If you can't remember your user name for Provider Connect please call us on 1300 362 128 between 8am and 5:30pm, 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 firstname.lastname@example.org (note that you are unable to send attachments to this email address).
Is there someone I can contact for support?
Yes. You can call us on 1300 362 128 between 8am and 5:30pm, 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 email@example.com (note that you are unable to send attachments to this email address).
Invoices and remittances
How do I print or save a remittance?
Click on the Remittances tab once you have logged in to Provider Connect. 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 search for a remittance?
Hover over Billing in the sidebar menu and select Remittances. You can search by reference number or search by date range by using the box at the top of the screen.
How do I download remittances?
Hover over Billing in the sidebar menu and select Remittances. You can download a detailed spreadsheet of all the results found in your search by selecting the green Download detailed remittance data text at the bottom of the page.
How do I view an invoice?
You can view all the invoices you have submitted to us by clicking on the 'Your submitted invoices' on the homepage. 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.
What parameters can I use to search invoices?
- Claim number
- Invoice number
- Invoice status
- Time period
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 is pending. 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 to 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?
Please check the original invoice, as there may be items still in progress. To check the status of your invoice and individual payment lines, click 'Billing' in the sidebar menu, select 'Invoices' and search the invoice number.
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. Please 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, please call us on 1300 362 128.
How do I update my bank details?
You can update your bank details inside Provider Connect. Click 'Administration' in the sidebar menu and select 'Change Bank Details'. You can also change your bank details by calling us on 1300 362 128.
- Last updated
- 16 March 2020