Employer online frequently asked questions

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Registering

  • How do I register for employer online?
    • First you will need to create a login account. Go to our online services page on our website at www.workcoverqld.com.au and click on ‘login to online services’—this will direct you to the employer online ‘login’ page.

      Once you are at the ‘login’ page, click on ‘not registered for employer online services? Click here’. This will take you to the ‘register for employer online’ screen, where you will need to enter your details to create a new user account.
  • What do I need to register?
    • To create your employer online account you will need:
          * your policy number
          * your account number
          * your contact details
          * a preferred user name and password (you will use this to login each time), and
          * a secret question and answer (this will be used if you forget your password).

      Once you have registered, you can use your new user name and password to login to employer online.
  • I am having difficulty registering for employer online. What can I do?
    • Please call us on 1300 362 128 between 8 am and 5.30 pm, Monday to Friday. If you call outside these hours, you can leave a message and we will respond to you within one business day. Alternatively you can contact your Relationship Manager, send us a fax on 1300 651 387, or email us at info@workcoverqld.com.au (note that you are unable to send attachments to this email address).

      Please note, employer online is only available to employers who have registered their EFT details with us for claim reimbursement. If you would like to register your EFT details please call us on 1300 362 128.
  • I have several policies. Do I have to register for each one?
    • No, if the policy you have registered for is part of a larger employer group, we can connect you to the other policies. Simply call us on 1300 362 128, or you can call your Relationship Manager who can also arrange this for you.
  • I have tried to register for employer online, but it won’t let me and it isn't saying why.
    • There could be a few reasons for this. Please make sure you have completed all the mandatory fields, there are no spaces in the listed telephone numbers, and you have not gone under or over the number of characters for your username or password. If you have checked all of these and you are still unable to register for employer online, please call us on 1300 362 128, or alternatively you can call your Relationship Manager.
  • I have registered for employer online but I don’t have access to see the claims for my policy.
    • To gain access to the claims on your policy, please call us on 1300 362 128 and we can set this up over the phone. We will ask you a few security questions to help determine if you are authorised to have access to this information or not. Alternatively, you can also contact your Relationship Manager.
  • What will I have access to when I register myself for employer online?
    • By self-registering you will automatically have access to your policy’s remittance notices, quick access to premium online, and you will be able to view all messages from us.
  • How do I control who has access to employer online for my policy?
    • To register for access to a policy through employer online, the user must have a policy number and its corresponding account number—this can be found on your premium notice, which is only sent to authorised contacts.

      Also, self-registration only gives a user access to remittances. If they require access to other features, such as claims list, they need to contact us. Before we grant further access, we will confirm if the user is an authorised person on the policy and then determine if they should have access to any of the additional features.

      Alternatively, you can nominate a person from your company to be the one point of contact, and we will contact this person to confirm any new user requests.
  • Someone who is registered for employer online has recently left my organisation. How do I cancel their access?
    • Call us on 1300 362 128 with your policy number and the username you would like deactivated and we will arrange this for you. Alternatively you can also contact your Relationship Manager.

Availablilty and support

  • Will support be available?
    • Yes, you can call us on 1300 362 128 between 8 am and 5.30 pm, Monday to Friday. If you call outside these hours, you can leave a message and we will respond to you within one business day. Alternatively you can contact your Relationship Manager, send us a fax on 1300 651 387, or email us at info@workcoverqld.com.au (note that you are unable to send attachments to this email address).
  • How do I change my password?
    • You will need to login to employer online and go to the ‘my profile’ page by clicking on the ‘my profile’ tab, located at the top right corner of the screen. Once there go to the ‘change password’ section, and complete the required information.

      To change your password you will need to confirm your current password and then enter your new password. Once completed, click the ‘update’ button. Providing the change is successful, message ‘your details have been updated’ will be displayed.

      The next time you log in you must use your new password.
  • I have forgotten my password. What do I do?
    • Go to the employer online login page and click on ‘forgot your password? Click here’. You will be asked to provide your username and your email address. A new password will be emailed to you.
  • I have forgotten my user name. What do I do?
    • Please call us on 1300 362 128 between 8 am and 5.30 pm, Monday to Friday. If you call outside these hours, you can leave a message and we will respond to you within one business day. Alternatively you can contact your Relationship Manager, send us a fax on 1300 651 387, or email us at info@workcoverqld.com.au (note that you are unable to send attachments to this email address).
  • I can see information on the home page in red. What does this mean?
    • This means that we are missing or have out-of-date information relating to your policy. Please call us on 1300 362 128 to update your details, or alternatively you can contact your Relationship Manager.

Remittances, searching and claim information

  • I have registered for employer online and I have stopped receiving remittances. Why is this?
    • When you register with employer online, you will automatically stop receiving paper remittance notices from us. These notices will be available for you to view through employer online.
  • How do I print or save a remittance?
    • You can view all your remittance notices for claim reimbursements made by us through employer online. To view, log into employer online and go to the ‘remittances page’ by clicking on the ‘remittances’ tab. Remittances are displayed in descending date order, i.e. your latest remittance is displayed first. To print a hard copy, we recommend 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 the data using your preferred tool, such as Microsoft Excel or Microsoft Access.
  • How do I know when there is a new remittance available for viewing?
    • When you register for employer online, you can choose if you would like to receive email notifications when a new remittance is available. To record your choice, go to the ‘my profile’ page and once there check the box to receive email notifications or de-select to stop receiving them.
  • I have received money into my account. How do I know which claim or remittance this money belongs to?
    • Go to your ‘remittance’ page and you will see a unique reference number for each remittance notice. This reference number will also appear on your bank statements.
  • 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 the money has not appeared in your bank account after this time, please call us on 1300 362 128. Make sure your have the remittance’s reference number ready.
  • I want to change my bank account details, how can I do this?
    • Simply call us on 1300 362 128 and we can take these details over the phone. Alternatively you can email your bank name, BSB, account number, account type, and the name of the account to info@workcoverqld.com.au (note that you are unable to send attachments to this email address).
  • Will I continue to receive paper remittances while I have access to remittances online?
    • You will only continue receiving paper remittances if none of the users for your policy have access to the ‘remittances’ page. If any one of the users have access, paper remittances will not be sent to you.

      If you are unsure or would like to know if any of your users have access to remittance notices through employer online, please call us on 1300 362 128. Alternatively you can contact your Relationship Manager.
  • How do I view my claims information?
    • You can view your detailed claims information by selecting the CSV icon on the claims page. This will allow you to analyse the information using your preferred tool.
  • What does the search criteria do?
    • If you would like to review basic information about a claim, such as the claim number, claim cost to date, or remittances that contain payments for a specific claim, the search tool will help you quickly and easily locate this information. Simply fill in any of the listed search fields and press ‘search’.
  • What does the column called ‘go to remittances’ do?
    • If we are reimbursing you as the employer for claims costs, you will receive a remittance notice from us recording the reimbursement amount. So you can easily access and view all remittance notices with payments relating to a particular claim, we have provided a shortcut link, which will create a list of all these remittance notices for you.
  • Does the ‘show claims’ drop down list affect the export?
    • No, none of the search features will affect the data you export—the exported data is only affected by the policy that has been selected (and this is only the case if you have access to more than one policy).
  • What timeframe is covered in the information I download?
    • The claims information you are provided is for the past five financial years and the current financial year.
  • When will I stop receiving the monthly employer reports from WorkCover?
    • The monthly employer reports will stop in March/April 2011. This timeframe will mean that you will continue to receive these reports from us for up to two months, whilst also having access to the claims information online, before they stop completely.
  • The columns in the claims download are different to what I used to receive. Why is this?
    • The columns are different because we have consolidated several of the reports we generate. This consolidated version provides information that we believe will help you manage your claims.
  • How do I send a request for information or send a document to WorkCover?
    • You can securely send a request for information, or lodge a claim or document using the ‘send’ page in employer online.

      To send a request for information or lodge documents, login to employer online and go to the ‘send’ page. When there, choose from the drop down list what you would like to submit, and fill in the required fields.

      Once you have submitted your request for information or document lodgement, it will be sent automatically to the appropriate person at WorkCover.

      You can attach up to ten documents in each submission.
  • Can I see what I have already sent to WorkCover?
    • Yes, when you are on the ‘send’ page, click on the 'history’ button, and a list of all the requests for information and documents you have sent to us within the last 365 days will be shown. The most recent sent items will be at the top of the list.

      You can view the attachments you have sent to us by clicking on the paperclip icon, which is next to each sent item.