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Complaint Handling Protocol

To coincide with the establishment of the IRO, we have finalised a new Complaint Handling Protocol (Protocol). It replaced the former WIRO Enquiry and Complaint Handling Protocol from 1 March 2021.

The Protocol will apply to complaints about insurers from both injured workers and persons injured in motor vehicle accidents.

The Protocol was developed following a four-month review, during which we consulted with a wide range of stakeholders, representing injured persons, insurers and government bodies.

The Protocol provides a clearer process for achieving fast and fair solutions to complaints, including requiring the insurer to respond to a complaint within 2 working days and clearly explaining how we assess whether the insurer’s response is fair and reasonable. The Protocol also formalises our investigation and reporting process for complaints that can’t be quickly solved.