The IRO Complaint Handling Protocol (Protocol) has been updated following internal review and feedback received from stakeholders.
The Protocol outlines the procedures that the Office of the Independent Review Officer (IRO) uses when dealing with enquiries and complaints about insurers from injured persons. It replaces the previous Protocol from October 2022.
The Protocol was revised based on feedback from stakeholders to improve clarity and accessibility. Changes include clearer information on who can file a complaint, better clarity on IRO’s role when a matter is referred elsewhere, and information on reasonable adjustments. There are also new examples of the types of complaints that IRO can deal with to help injured persons and insurers understand the operation of the Protocol.
The most significant additions to the Protocol relate to the review process. This new section outlines how a review of a decision to close a complaint will be progressed.
This section aligns with SIRA’s Complaint Handling Policy and the NSW Ombudsman’s Review of Ombudsman Decisions about Complaints Policy.
The Protocol can be viewed here.