Worker online frequently asked questions
Registering
- How do I register for worker online?
- You will need to contact WorkCover Queensland on 1300 362 128 in order to use this service. Your details will be verified by the WorkCover representative.
- What do I need to register?
- If you are a worker with a claim with WorkCover Queensland, you'll be able to register for worker online. You'll need to provide your email address and bank details so that you can use this service.
- I have more than one claim. Do I need to register for each one?
- No. You can only have one worker online account. This account will show remittances for all claims linked to your account.
- What will I have access to once I am registered for worker online?
- You will have access to view, download or print your remittance notices from the online service. You will also have access to change your preferences on how you wish to be notified when a new remittance notice is available.
Availability 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 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 worker 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 worker online login page and click on ‘forgot your password?’. You will be asked to provide your username and 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 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 we are missing or have out-of-date information relating to your claim. Please call us on 1300 362 128 to update your details, or alternatively you can contact your customer advisor.
- The ‘SMS notification box is greyed out on ‘my profile’ page. What does this mean?
- You have chosen to receive your remittance notification via SMS but your mobile number details have been removed from our files. Please call us on 1300 362 128 to update your mobile number or request that this method of notification be turned off.
Remittances and claim information
- I have registered for worker online and I have stopped receiving remittances. Why is this?
- When you register with worker online, you will automatically stop receiving paper remittance notices from us. These notices will be available for you to view, download or print through Worker online.
- How do I print or save a remittance?
- You can view all your remittance notices for claim reimbursements made by us through Worker online. To view, log into Worker 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 worker online, you can choose if you would like to receive email or sms notifications when a new remittance is available. To record your choice, go to the ‘my profile’ page and check a box to receive an email notification, an sms notification or to have your remittance emailed to you. You can also de-select to stop receiving notifications or remittance advice.
- 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?
- No. You will only continue receiving paper remittances if you have not registered for worker online. Once you have registered for this service, paper remittances will not be sent to you. If you wish paper remittances to be sent to you, you will need to contact WorkCover so they can make your online account ‘inactive’.
