Our remit
Have you been injured at work, or in a motor accident, in NSW and have a complaint regarding the actions or conduct of the insurer managing your claim for compensation? We can assist.
We can also help injured workers access independent legal advice about a workers compensation claim at no cost. If you need a lawyer, visit our Find an IRO Approved Lawyer page.
Please note we are unable to assist exempt workers or people injured in motor vehicle accidents in accessing legal assistance.
How we assist
You can contact us if you have a complaint about an insurer that affects your entitlements, rights or obligations under NSW workers’ compensation legislation or the NSW motor accidents compensation legislation.
This includes complaints about weekly benefits, medical treatment, denials of liability and delays in determining claims.
We can assist in resolving disputes with your insurer if you have not been able to resolve the issue by making a complaint yourself. If you have tried to resolve the issue and been unsuccessful, we can work with you to determine the best course of action, including contacting the insurer on your behalf to follow up on your original complaint with them.
We also help resolve issues before they escalate further, potentially avoiding the need for legal representation or formal dispute resolution
How we manage your complaint
You can lodge a complaint with us by telephone, email or online via our online form.
We aim to review and acknowledge your complaint within three business days. In many cases, we may be able to assess your complaint quicker.
We will contact your insurer advising them of your complaint and seek a response within the next two business days. We will advise you if more time is needed to obtain the insurer’s response.
We’ll update you as soon as we receive the insurer's response.
We investigate complaints fairly by reviewing the facts and circumstances of each complaint.
In most cases, we will solve the issue through negotiation with the insurer or simply clearing up confusion with the interpretation of the laws and regulations that apply to your claim, with the aim to find a fair and reasonable solution to your complaint.
For further details about the processes IRO employs to deal with complaints, please see our Complaint Handling Protocol.
How to contact us
You can lodge your complaint or enquiry via our online form.
You can also contact us via telephone on 139 476 or email at complaints@iro.nsw.gov.au.
Further IRO department details can be found at contact us.
You can also visit our FAQ page for further information related to workers compensation claims.