Feedback and complaints

Your feedback matters

We value your feedback because it helps us improve. If something goes wrong, let us know so we can fix it.

If you’re unhappy with a product, service, or how we treated you, speak up.

If you’ve had a positive experience with us, we’d love to hear about that too. Compliments help us recognise our people for delivering great service and improve how we work. 

This button takes you to WorkSafe.qld.gov.au

Our feedback and complaints form is still on WorkSafe.qld.gov.au while we set up our new website. It will be moved here later. 

What is a complaint? 

A complaint is when you tell us you’re unhappy with a product, service, decision, or the behaviour of one of our people, and you expect a response or resolution. 

No disadvantage 

Complaints never affect your claims or our services.  

What you can complain about 

• How we provided a service  
• Delays or missed actions  
• How a team member treated you
• If you feel there has been a breach of your human rights or the Charter of Victims’ Rights
• How we handled your personal information  
• A policy or process that seems unfair  

What can’t we resolve here 

Some issues can’t be resolved through our complaints process because they’re handled by other WorkCover teams or organisations.  

• Claim decisions made by WorkCover. We can’t review our own claim decisions. If you disagree with a claim decision, you can request an independent review through the Office of Industrial Relations.
• Public Interest Disclosures. These occur when someone reports serious wrongdoing or danger in the public sector. We take these disclosures seriously and handle them under our Public Interest Disclosure Policy.
• Right to Information Request. If you’d like access to documents held by WorkCover you’ll need to submit a formal Right to Information Request.
• Feedback for the Office of Industrial Relations (OIR). WorkCover operates separately. If you have a complaint about Workplace Health and Safety Queensland, Workers’ Compensation Regulatory Services, Labour Hire and Industrial and the Electrical Safety Office contact the OIR directly.
• Employee grievances. Complaints from WorkCover employees about individual workplace issues are handled through internal HR processes. 

How to make a complaint 

• Online: Use this form  
• Email:  complaints@workcoverqld.com.au
• Phone: 1300 927 928 (Mon-Fri, 8 am to 5 pm)
• Mail: Manager, Customer Complaints, GPO Box 2459, Brisbane QLD 4001 

Accessibility and support

We want to make feedback easy for everyone.  

Interpreter: Call the National Translator and Interpreter Service on 131 450 and ask to be connected to us.

Hearing or speech support: Use the National Relay Service and give them our number: 1300 927 928.

Other support: 

• We can adjust if you have a disability, health or safety concern.
• You can ask an authorised representative, family member, carer, or advocate to contact us for you.
• Need help writing your complaint? We can assist or connect you with advocacy services. 

What to include in your complaint

The more detail you share, the easier it is to resolve your concern. Include:

• What happened and when
• Who was involved
• Any reference numbers (e.g. claim number)
• What outcome you want
• Your contact details  

Complaints can be made anonymously, but it’s harder for us to look into the issue or respond if we don’t have your contact details. 

What happens next? 

We’ll address your complaint through the following steps: 

1. Acknowledgement 

   We’ll confirm receipt within 3 business days and give you a reference number.  If you make your complaint over the phone, or we can resolve it straight away, we’ll acknowledge it at the same time.

2. Review 

   We’ll assess your concern and assign it to someone to investigate. We may contact you to ask for more details. 

3. Response 

   We aim to respond within 30 business days (45 days for privacy complaints). 

4. Outcome 

   We’ll explain what we found and steps we’re taking to fix it. If it’s appropriate, we may also offer a remedy. 

For more information on our complaints process, including how our people are empowered to manage complaints, you can view our Complaints policy.

If you’re not happy with the outcome  

Internal review 

If you are not satisfied with the outcome of your complaint, you can ask for an internal review within 20 business days. 

External review 

If your concerns aren’t resolved after an internal review, you can contact an external review body. The right body will depend on the type of your complaint:

• Privacy: If you believe we’ve mishandled your personal information, you can contact the Office of the Information Commissioner after trying to resolve the issue with us, or if we haven’t responded within 45 business days.
• Human Rights: If you believe your human rights were not properly considered or were unfairly limited, you can contact the Queensland Human Rights Commission after trying to resolve the issue with us, or if we haven’t responded within 45 business days.
• Charter of Victims’ Rights: If you believe your rights as a victim of violent crime in Queensland have been breached and you’re not satisfied after working with us, you can contact the Office of the Victims’ Commissioner.
• Administrative: If you believe we have mishandled your customer complaint, you can contact the Queensland Ombudsman after trying to resolve the issue with us. 

Working together 

We’re here to listen and resolve concerns fairly. Respectful communication helps us support you better.  

Our team also deserves a safe workplace. If behaviour becomes aggressive, we may need to limit contact in line with our Unreasonable Complainant Conduct Procedure.

Your privacy 

• We collect your personal information only to manage your complaint.  
• We share it only with those involved, if you ask us to or as required by law.
• Your information is stored securely and managed under the Information Privacy Act 2009 (Qld). 

Read our Privacy Statement. 

How are complaints monitored? 

We want to make sure our complaints process is fair and effective. The Board and Executive Leadership Team oversee how it works.

To keep improving we regularly review this policy and check that we meet legal and reporting requirements. We also look at whether outcomes are fair.  

Here’s what we do:

• Quality checks: This helps to make sure we meet timeframes and follow our complaints procedure.
• Data reviews: We look at complaint trends to find ways to improve
• Reporting: We share trends and outcomes to the WorkCover Board each year. 

Complaints received in 2024–25

We’re proud to support more than 180,000 Queensland employers and manage over 70,000 claims each year.  

Transparency matters to us, so we openly share feedback. Under section 264 of the Public Sector Act 2022 (Qld), we report the number of complaints received in the previous financial year. 

For the size of our community, that speaks volumes.