Online services frequently asked questions

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General information

  • How do I register?
    • In order to access the provider online service, you are required to create a login account. You can do this online by clicking here

      Click on the link, ‘Not registered for online services? Click here’ on the login page. This takes you to the ‘register for provider online’ screen that allows you to enter your details and create a new user account. Once your account has been created, use your user name and password to login.
  • What details do I need to register?
    • your ABN
    • your provider account number
    • a valid remittance advice reference number (this is the unique reference number printed on your remittance for identification purposes) and can be found in the Reference No field on one of your recent WorkCover Queensland remittance notices
    • a preferred username and password, you will use this to login each time
    • a secret question and answer (this is used if you forget your password)
    • your contact details.
  • What if I can’t register?
    • Please call WorkCover Queensland on 1300 362 128 between 8am and 5:30pm, Monday to Friday and we will assist you in registering for this service. 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 info@workcoverqld.com.au (note that you are unable to send attachments to this email address).
  • How do I change my password?
    • Once you login to provider online, 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 user name, what do I do?
    • If you can't remember your user name for the provider online service please call us on 1300 362 128 between 8 am and 5:30 pm, 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 info@workcoverqld.com.au (note that you are unable to send attachments to this email address).
  • When can I use this service?
    • You can use the provider online service from 6am until 7pm, Sunday to Friday.
  • Is there someone I can contact for support?
    • 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.

      You can also contact us by fax on 1300 651 387 or email to info@workcoverqld.com.au (note that you are unable to send attachments to this email address).

The following applies to remittance and invoice enquiry users only 

  • How do I print or save a remittance?
    • You can view online all your remittances that have been processed by us. To get to your remittances, click on the Remittances tab once you have logged in to provider online. 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 view an invoice?
    • You can view all the invoices you have submitted to us for payment. 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.

      To view the invoice, click on the invoice number displayed in the remittance view or navigate directly to an invoice via the invoice tab.
  • What parameters can I search by:
    • invoice number—enter the invoice number exactly as you submitted it to us. All the service items for that invoice will display
    • claim number—enter the claim number. If only one invoice exists then all the service items for that invoice will display. If there are two or more invoices relating to the same claim, then a list of invoices will display for you to select and view
    • service date—this search will display invoices where at least one service item on the invoice has a matching service date. If only one invoice exists then all the service items for that invoice will display. If there are two or more invoices, then a list will display and you can select and view.
  • 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 has been pending for a while now. 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 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?
    • Check the original invoice, as there may be items still pending payment.
  • 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. 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, call us on 1300 362 128.
  • I want to change my bank account details, how can I do this?
    • Call us on 1300 362 128 or email info@workcoverqld.com.au with your bank name, BSB, account number, account type, and the name of the account (note that you are unable to send attachments to this email address).

The following section applies to panel lawyers only 

  • How do I view all communication associated with a claim?
    • You can view communication for all of the WorkCover claims that you are currently associated with as the panel lawyer. You do not have access to communications for any WorkCover claims which you are not associated with. If you believe that you should have access to a claim that is currently not being displayed, call us for assistance.

      To get to the communications for your claims, login to WCQuickDocs and click on the Communications tab. A list of all the claims you are currently managing will display, sorted by claimant surname. You can sort by any of the columns by clicking on the column header. For instance, if you want to sort by employer name click on the employer name column heading; this will sort the list by ascending employer name. Clicking a second time will sort the list by descending employer name. You can also search for a particular claimant; enter their name (or part thereof) in the claimant name search field and click on the search button.

      To view all the communication associated with a particular claim, click on the claim number. You will see a list of all the communication associated with the claim. You can click on them to get more detail, as well as view any attached documents or files (by clicking on the paper clip icon).

The following section applies to plaintiff and panel lawyers registered for WCQuickDocs 

  • How do I register?
    • Currently WCQuickDocs is in the pilot stage. You will be able to register for this service from September 2009.
  • 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 document with us using our online service. Your request or document lodgement will be automatically routed to the appropriate person at WorkCover once you have submitted your request. To send a request to WorkCover, login to WCQuickDocs and click on the Send tab. A list of choices, dependent on the type of request you would like to send, will be displayed:
  • Can I see what I have already sent to WorkCover?
    • Yes. Clicking on the History button on the Send tab. This will display a list of all the requests and documents you have sent to WorkCover within the last 30 days, with the most recent at the top of the list. You can view all the attached documents you have sent with each request by clicking on the paperclip icon next to each request.
  • How do I know when I have a new message waiting for me in my Inbox?
    • You will automatically receive an email to your nominated email account when a new message is sent to your Inbox. You can turn this off at any time by selecting 'My profile' at the top right-hand side of the window and clearing the tick mark in the 'Receive email notification when new document available' flag (you can turn this back on by reversing the process and ticking the flag). You can also check if any new messages are available by periodically logging in and checking your Inbox.
  • How do I view what is in my Inbox?
    • You can view a list of all messages sent to you from WorkCover within the last 30 days. To view the contents of your Inbox, click on the Inbox tab once logged in. A list of all messages sent to you will be displayed, with the most recent at the top. You can sort the messages by clicking on the column header; by clicking a second time on the same column will sort in descending order.

      You can also search through (or filter) the messages by typing in your search criteria into the Filter field; this will filter the information with any matches to your criteria across all the columns (i.e. date/time published, subject, claim number, claimant surname, first names and priority).

      To view the content of an individual message, you can click anywhere on the line of the message. This will display a details screen where you can view any attached documents or delete a message no longer required in your Inbox.